Omnichannel Experience Lead

Sephora; Greater London; On-site; GBP 70,000 - 105,000; Full time

Benefits offered by this job

Private Healthcare

Private Pension

Annual salary reviews

Employee discount

Job summary

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape in-store and omnichannel customer journeys. Reporting to the Retail Director, you’ll lead the evolution of our in-store experience, service strategy and customer engagement to drive store traffic and sustainable growth across the UK.

You’ll partner with Marketing, CRM, Digital, E-commerce, IT and Brand Partners to raise the bar on service standards, train teams, and roll out new omnichannel tools such as Click & Collect

Qualifications

• Strong experience shaping and delivering customer experience or omnichannel initiatives in retail.
• Ability to translate feedback into actionable improvements and growth.
• Experience rolling out new in-store services and customer-facing tools.

Responsibilities

• Lead and evolve SEPHORA UK's in-store experience strategy across omnichannel journeys.
• Own the Mystery Shop programme to drive service improvements and accountability.
• Develop Quiet Hours programme for accessible and inclusive store experiences.
• Monitor customer feedback, NPS, and satisfaction metrics; translate insights into actions.
• Own strategy and performance of Redeemable Services and Brand Partnered Services to drive traffic.
• Collaborate cross-functionally to embed service standards across paid, redeemable, and brand-led services.
• Strengthen training and coaching to raise in-store capability and service excellence.
• Lead launch and adoption of omnichannel services and in-store digital tools; measure impact.
• Partner with Digital, E-commerce, CRM and IT to align digital and physical journeys.

Skills

Customer experience

Omnichannel

Retail

Cross-functional

Training & coaching

Tools

Click & Collect

Beauty Scan

MyClient

S+

Job description

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape in-store and omnichannel customer journeys. Reporting to the Retail Director, you’ll lead the evolution of our in-store experience, service strategy and customer engagement to drive store traffic and sustainable growth across the UK.

You’ll partner with Marketing, CRM, Digital, E-commerce, IT and Brand Partners to raise the bar on service standards, train teams, and roll out new omnichannel tools such as Click & Collect