Open Jobs Customer Experience Manager St James, Edinburgh

At SEPHORA UK beauty isnt just what we sell - its who we are. Its the freedom to express yourself the thrill of discovering something new and the power of belonging to a community that celebrates every identity. From our beginnings in France in 1969 to becoming part of the LVMH family weve always pushed boundaries through creativity innovation and inclusivity.

Today with nearly 500 iconic brands and our own SEPHORA Collection were redefining the future of prestige beauty as we continue our bold expansion across the UK. If youre ready to bring passion energy and a love for immersive retail experiences to one of the worlds most dynamic beauty markets this is your moment to shape what comes next.

The Opportunity

As Customer Experience Manager for your store youll play a defining role in shaping how customers discover engage with and fall in love with SEPHORA. From the moment the doors open youll bring our bold inclusive and customerobsessed spirit to life - leading the customer experience strategy for one of the most exciting stores in our UK expansion.

Youll inspire and develop a highperforming team elevating service standards coaching through live moments on the floor and ensuring every customer enjoys a personalised seamless and unforgettable experience. Working closely with your Beauty Department Managers and cast members youll help create immersive beauty moments bringing storytelling services and brand experiences together under one roof.

If you thrive in a fastpaced highgrowth environment and love shaping new concepts building confident teams and creating standout customer journeys this is your moment to make a meaningful impact from day one.

What youll be doing

Youll lead the store across strategy commercial excellence service and people including:

• Craft an omniimmersive customer experience vision for your store partnering crossfunctionally to position SEPHORA as the ultimate beauty destination.
• Use CRM and customer insights to build longterm relationships and tailor personalised highimpact customer journeys.
• Innovate beauty services classes and experiential moments that deepen engagement and elevate Sephoras service reputation.
• Analyse key service and satisfaction metrics to identify opportunities and drive continuous improvement across the store.
• Respond quickly to customer feedback with targeted initiatives that strengthen satisfaction and loyalty.
• Partner with the Beauty Hub to deliver cohesive seamless and memorable service experiences across all touchpoints.
• Develop and deliver training that builds expertise across Makeup Skincare Fragrance and Services raising capability and confidence.
• Foster a collaborative highperforming team culture through coaching knowledgesharing and strong communication.
• Drive a highperformance mindset using sales insights to shape strategic initiatives promotions and Beauty Hub activation.
• Collaborate with brands and Marketing to cocreate compelling events masterclasses and instore moments that enhance both customer experience and commercial results.
• Lead performance conversations support scheduling needs and partner with Recruitment to attract and onboard top talent.
• Use analytics across sales and service to inform future planning and optimise both experience and business outcomes.

What youll bring

Youll be an inspiring leader with a passion for people experience and service excellence. You will also bring:

• Proven experience in customer experience management ideally within retail or beauty.
• Strong leadership skills with the ability to motivate and empower diverse teams.
• Excellent communication and interpersonal strengths.
• Knowledge of omnichannel experience CRM tools and customercentric service design.
• Familiarity with beauty services and industry trends.
• Strong analytical and problemsolving skills with confidence using data to drive decisions.
• Ability to work collaboratively with crossfunctional teams.
• Proficiency in MS Office and related systems.

Beautiful Benefits at SEPHORA UK

When you join SEPHORA youre joining a team that we truly value - and our benefits reflect that. Heres what you can look forward to:

• SEPHORA University - receive industryleading product customer care and development training to help you grow your skills and your career.
• Allowances tailored to your role and location - including shoes lunch and more.
• Competitive pay that grows with you - including annual salary reviews based on your performance and our company results.
• Performancebased commission tied to collective store success.
• A generous employee discount across the worlds best beauty brands.
• A paid day off on your birthday - because you deserve to celebrate!
• Access to a perks and wellbeing platform offering discounts wellness support and more.
• Generous holiday allowance plus the option to buy extra days.
• And more!

Start a beautiful career with us. Together we belong to something beautiful.

SEPHORA is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment hiring training advancement or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.