Omnichannel Retail Experience Lead

LVMH; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Private Healthcare

Life Assurance

Private Pension

Employee discount

Birthday day off

Wellbeing platform

LVMH Heart Fund

Generous holiday allowance

Job summary

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape our in-store and omnichannel experiences. You’ll partner with Marketing, CRM and IT to ensure customer journeys reflect brand values and drive commercial growth.

You will lead training, monitor feedback and develop programs like Mystery Shop and Quiet Hours to raise the bar on service and accessibility across stores.

Qualifications

• Proven experience shaping customer experience or omnichannel initiatives in retail.
• Ability to translate customer feedback into service improvements.
• Strong cross-functional collaboration across Retail, Marketing, CRM, Digital, E-commerce and wider business.

Responsibilities

• Lead and evolve SEPHORA UK’s in-store experience strategy and customer journeys.
• Own the Mystery Shop programme and drive service improvements.
• Develop Quiet Hours to create accessible and inclusive store experiences.
• Monitor feedback, NPS and satisfaction; turn insights into improvements.
• Own Redeemable Services strategy and Brand Partnered Services to boost engagement.
• Partner to define, scale and embed strong service standards across services.
• Strengthen training and coaching to raise in-store capability.
• Lead omnichannel services and in-store digital tools rollout and adoption.
• Collaborate with Digital, E-commerce, CRM and IT to align digital and physical journeys.
• Plan and deliver the annual Retail Summit to connect teams around priorities.
• Create engaging in-store activations with Brand Partners.

Skills

Customer experience

Omnichannel initiatives

Cross-functional collaboration

Training and coaching

Project leadership

Job description

SEPHORA UK is seeking an Omni Retail Service & Experience Manager to shape our in-store and omnichannel experiences. You’ll partner with Marketing, CRM and IT to ensure customer journeys reflect brand values and drive commercial growth.

You will lead training, monitor feedback and develop programs like Mystery Shop and Quiet Hours to raise the bar on service and accessibility across stores.