Experience Manager

Ulta Beauty, Inc.; Hattiesburg (MS); On-site; USD 55,000 - 85,000; Full time

Job summary

Ulta Beauty in Hattiesburg, MS is seeking an Experience Manager to lead a high-performing team of stylists, estheticians, guest coordinators, and boutique leads. You will own the guest experience, retail and services performance, and ensure exceptional service across makeup, skincare, and salon offerings.

You will drive top-line growth through accountability, coaching, scheduling and adherence to brand standards, while developing talent and sustaining an engaging store culture that reflects Ulta

Qualifications

• Experience leading a diverse team in a retail or service environment.
• Strong guest service orientation and leadership capabilities.
• Ability to drive sales and manage performance metrics.

Responsibilities

• Promote a culture of accountability to meet store goals for services, boutiques, and retail sales.
• Drive profitability through operational excellence and top-line sales growth.
• Schedule staffing based on forecast and payroll budgets to maximize productivity.
• Address underperforming metrics by developing improvement strategies.
• Support and develop direct reports, coaching and performance reviews.
• Maintain high guest satisfaction and ensure adherence to brand standards.

Job description

Overview

Experience

a place of energy, passion, and excitement. A place where the joy of discovery and uncommon artistry blend to create exhilarating buying experiences—for true beauty enthusiasts. At Ulta Beauty, we’re transforming the world one shade, one lash, one cut at a time. Because beauty is powerful.

If you seek greater purpose—a place of vision, mission, and lived values—where voices are heard, contributions valued and recognized and growth opportunities abound, consider Ulta Beauty. Nowhere else are the possibilities quite this beautiful.

General Summary & Scope

The Experience Manager (EM) is responsible for leading through Ulta Beauty’s mission, vision, and values in order to develop a high-performing team that consistently delivers top-line sales growth in retail and services. The EM leads a team of stylists, estheticians, guest coordinators (select locations), Assistant Services Managers (select stores), Sales Managers and boutique leads. This leader is accountable for all aspects of the guest experience, retail sales, and services businesses, including salon services, boutiques, retail sales, makeup, and guest satisfaction. The EM is accountable for Net Promoter Score (NPS) and delivering an exceptional guest experience. The EM drives their business through a focus on performance (NPS, services, boutiques, makeup, and retail sales), people (guest experience and associate culture), and process (operating procedures and compliance standards). This position requires a drive for results, a passion for the beauty industry, the ability to deliver exceptional guest service, and the ability to lead, influence, and develop their team.

PRINCIPAL DUTIES & RESPONSIBILITIES

Performance

• Promote a culture of accountability to meet or exceed the store’s goals related to services, boutiques, retail sales, guest loyalty (including credit), payroll, omni-channel, and retail shrink as set by Ulta Beauty for the store.
• Drive company profitability through operational excellence, top-line sales growth and expense control.
• Leverage store forecast and payroll budgets to support with store scheduling needs and communicate the needs to the GM to maximize productivity, achieve sales and payroll goals, and complete workload on time, and within the payroll budget.
• Address underperforming metrics related to the store’s services, boutiques, retail sales, services sales, loyalty, store visit and audit results by developing strategies using company programs, tools, and resources to improve and grow these areas of the business.
• Support direct reports in developing and maintaining their clientele.
• Perform makeup applications, skincare analysis, and product demonstrations with guests to drive sales and guest service experience.
• Take the initiative to stay informed regarding new and existing industry trends, products, and services during work time, and be knowledgeable about the ingredients and benefits of these trends, products, and services to better serve guests.
• Maintain prompt, regular attendance as the EM and hold store associates accountable to the Ulta Beauty attendance policy.

People

• Attract, hire, retain and source a diverse team of top talent for the salon and boutiques, leveraging a variety of methods including social media platforms, and efficiently address any staffing needs and open positions for the store.
• Build a highly engaged team that embodies the Ulta Beauty brand through effective collaboration, open and honest two-way communication, prioritization of work and coaching to the behaviors that will drive guest loyalty.
• Create an inclusive environment that inspires and encourages the growth and engagement of associates.
• Support all aspects of manager and associate professional development, including training, providing individualized competency-based feedback and coaching, performance reviews