Store Operations Manager

SEPHORA; Doha; On-site; QAR 132,738 - 176,985; Full time

Job summary

SEPHORA in Doha seeks a Client Experience leader to inspire and manage a team, ensuring exceptional client service and operational efficiency. The ideal candidate will have 5 to 6 years of operations experience, a Bachelor's degree, and advanced problem-solving abilities.

This role demands someone who motivates the team, manages stock levels, and communicates effectively with both team and management. Join SEPHORA to be part of a transformative beauty community!

Qualifications

• Minimum 2 years’ experience in team and people management.
• Minimum 5 to 6 years’ experience in operations.
• Advanced knowledge in health and safety procedures.
• Problem-solving and decision-making abilities.

Responsibilities

• Provide support to the team in difficult situations ensuring client’s satisfaction.
• Ensure stock levels and merchandising are accurate.
• Inspire the team to use digital tools to deliver a customized service.
• Work with Customer Experience Manager to encourage following established policies.
• Coordinate with Supply Chain to ensure stock levels are controlled.

Skills

Team leadership

Client satisfaction

Operational management

Coaching and training

Customer service

Problem-solving

Education

Bachelor’s degree

Tools

Oracle BI

SIM software

MS Office

Job description

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.

With 56,000 employees in 35 countries, we connect customers and beauty brands within the world’s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.

Do not hesitate to apply if you have… or if you are …

Client Experience

• Embody Sephora Attitude and set an example in front of the team.
• Provide support to the team in difficult situations ensuring client’s satisfaction.
• Provide extensive coaching and training to assist the team in meeting all operational KPI’s.
• Take over floor leadership segments and ensure the floor is always managed and covered.
• Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
• Inspire the team to use digital tools to deliver a customized service.
• Maintain and enforcing quality customer service and resolving customer service complaints.
• Ensure stock levels and merchandising are accurate and consistent to avoid an OOS situation for the customer.

Sales

• Inspire the team in achieving operational KPI’s and educate them on how operational KPIs will contribute towards commercial KPIs - create improvement plans to drive them.
• Reinforce sales policies and techniques established at the Sephora University with all team members.
• Ensure adequate stock to drive the sales target among selective, exclusive and Sephora Collection.
• Ensure adequate beauty tools to achieve the desired market share for services.
• Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
• Create disruptive internal competitions to motivate the team and boost the achievements.

Operations

• Apply the policies and procedures referring to products, testers, prices, merchandising, other partners (shareholders, helpers, security), etc. according to Sephora standards.
• Contribute to the shop’s projection of an excellent image through cleanliness and product restocking.
• Work with Customer Experience Manager and Store Director to encourage the team to apply and follow established policies and procedures regarding store operations.
• Elevate Cash Leaders to implement Sephora Attitude while making sure that operational tasks are aligned such as SBP, Mobile POS, Gift Wrapping, and engraving. Ensuring the BTG area is always kept well and merchandised as per Sephora standards.
• Implement all the tools at POS.
• Adhere to Return items policy in accordance with audit procedure.
• Maintain PLVs and supply for the cash counter weekly.
• Coordinate the excess stock to Supply Chain team.
• Execute cash operations as per Sephorapedia, while making sure that closing/opening procedures are in place and that discrepancies are reported.
• Ensure that cameras, cash detector, security tag, and sensormatic machines are working in all areas.
• Comply with company audit procedure.
• Maintain shop floor, storage room, and shared drive as per Sephorapedia and BOM guidelines.
• Control and achieve stock variance tolerance.
• Maintain daily/weekly/monthly/ animation and maintenance checklists.
• Oversee supplier invoice documentation.
• Maintain inventory control reports weekly/monthly.
• Ensure all legal documentations are available in store for random checks.
• Organize all physical documents related to cash audit counting 6 months.
• Coordinate with Category Managers and Supply Chain team to ensure stock levels are controlled.
• Maintain accurate inventory and stock management procedures.
• Manage a defined process in the storeroom for all returns/credits/transfers in accordance with Sephorapedia and audit guidelines.
• Maintain the storeroom and allocation of space for stock as per the BOM.
• Liaise with Supply Chain to follow up on stock and deadlines when required.
• Maintain weekly report on negative stock counts.
• Ensure core operations on SIM are organized as per business requirements and supplier invoices.

People

• Inspire the team on business strategy, vision and relevant information through animated briefings, coaching and training.
• Increase team confidence and motivation by praise and feedback for their performance. Appreciate, recognize and celebrate each success.
• Identify, recruit, develop talents, and secure succession plans in collaboration with the Store Director.
• Ensure team attendance at training and conduct follow‑up after training.
• Ensure team uses Axonify as an e‑learning tool; follow up daily on average training frequency for each team member.
• Ensure an addictive beauty experience through monthly assessments.
• Facilitate monthly team meetings to analyze and discuss performance.
• Be responsible for the PCR and PIP process of the entire assigned team.
• Oversee annual leave of the team and liaise with the Store Director for final validation according to business needs.
• Train existing and new team members on emergency situations (evacuation/safety).

Business

• Provide support to the Store Director with knowledge of the market conditions, competition, client needs, etc.
• Develop and propose short- and long‑term strategies to drive top and bottom line/brands sales.
• Put in place action plans to boost business and maximize product performance leveraging stock management knowledge.
• Ensure Security, Cleaning team, and Contractors are aligned with Sephora guidelines.
• Maintain a safe working environment for clients and team members.
• Identify and analyze Key Performance Indicators such as Conversion rate, Average Basket, Market Share, etc. and propose action plans accordingly.
• Contribute to all relevant business reports.
• Network with other stores and head office departments and take on area responsibilities.

Store Operations

• Ensure maintenance of store, common areas and stock as per Sephora requirements.
• Regularly check the store and respond promptly and effectively to any maintenance needs.
• Request and install all window installations, podiums, pop ups and animation permits on time, while meeting the set requirements.
• Update Beauty Hub screens and visuals as per Marketing team requirements.
• Maintain good relationships with all external contractors and counterparts.
• Organize the back office as per new “BOM” guidelines.

Relationships

Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.

External Relationships: Suppliers, Brand promoters/managers/trainers, Security, Cleaning team and Contractors.

Qualifications

• Minimum 2 years’ experience in team and people management.
• Minimum 5 to 6 years’ experience in operations.
• Bachelor’s degree.
• Intermediate product knowledge.
• Advanced knowledge in health and safety procedures.
• Advanced knowledge in operations.
• Programming knowledge and Oracle BI & SIM knowledge is a plus.
• English – Advanced level, Arabic is a plus.
• Proficient in MS office.
• Knowledge of cash management principles and/or procedures.
• Problem solving and decision‑making abilities.
• Ability to develop and manage teams and people.
• Organized, structured and process oriented.

Here, You Will Find

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit.
• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead.
• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference.