Omnichannel Experience & Service Manager

SEPHORA

Greater London

On-site

GBP 70,000 - 100,000

Full time

29 hours ago

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Benefits offered by this job

Private Healthcare

Life Assurance

Private Pension

Employee discount

Birthday day off

Wellbeing platform

LVMH Heart Fund

Job summary

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape in-store and omnichannel journeys, partnering with Marketing, CRM, Digital, E-commerce, IT and Brand Partners to deliver outstanding customer experiences. You’ll drive service standards, loyalty, and commercial growth while leading cross-functional teams across the business.

You’ll own programs like Mystery Shop, Quiet Hours and Redeemable Services, ensuring integration with digital and physical journeys and measuring

Qualifications

Proven experience leading customer experience or omnichannel initiatives.
Translate customer feedback into service improvements.
Experience shaping in-store and digital journeys across platforms.
Strong cross-functional collaboration across Retail, Marketing, CRM, Digital, E-commerce.

Responsibilities

Lead and evolve SEPHORA UK's in-store experience and service strategy.
Own the Mystery Shop programme and Redeemable Services for engagement and traffic.
Launch omnichannel services and in-store digital tools, track adoption and impact.
Develop training to raise service standards and coach teams across stores.