Customer Experience and Operations Manager – Bluewater

Role Overview

As the Customer Experience and Operations Manager, you’ll play a key role in shaping how customers discover, engage with and fall in love with SEPHORA, while ensuring the store runs seamlessly behind the scenes.

What You Will Do

You’ll lead the store across customer experience, operations, commercial performance and people, including crafting an omni immersive customer experience vision, using CRM, customer insights and analytics to build long term relationships and personalised customer journeys.

Why It Might Be a Fit

You’ll be a well-rounded leader with a passion for both customer experience and operational excellence, with a customer first mindset, strong leadership skills, and excellent communication and interpersonal skills.

Requirements

• Proven leadership experience across customer experience and/or retail operations
• Strong organisational and time management skills
• A customer first mindset with confidence handling complex situations and driving resolutions
• Strong leadership skills with the ability to motivate, coach and develop diverse teams
• Excellent communication and interpersonal skills
• Knowledge of omnichannel experience, CRM tools and customer centric service design
• Experience managing cash, stock and operational processes with high attention to detail
• Strong analytical and problem solving skills, with confidence using data and KPIs to drive decisions
• Experience using digital tools to enhance both customer experience and operational efficiency
• Ability to collaborate effectively with cross functional teams

Benefits

• SEPHORA University – receive industry-leading product, customer care and development training
• Allowances tailored to your role and location
• Competitive pay that grows with you
• Performance-based commission tied to collective store success
• A generous employee discount across the world’s best beauty brands
• A paid day off on your birthday
• Access to a perks and wellbeing platform offering discounts, wellness support, and more
• Generous holiday allowance, plus the option to buy extra days