Customer Experience Manager – Dubai Mall Flagship Store

Customer Experience Manager – Sephora

At Sephora, beauty is about belonging. It’s about feeling recognized, valued, and empowered—both as an individual and as part of a diverse, inclusive community. We believe in creating meaningful connections, unlocking potential, and making a positive impact every day. Together, we build something truly beautiful.

Position Purpose

As a Customer Experience Manager, you will own the end-to-end customer journey in-store, overseeing service excellence and operational service delivery. You will translate the store’s vision into clear, actionable plans, leading and coaching teams to consistently exceed sales targets and key performance indicators.

Key Accountabilities

Client Experience

• Live and model the Sephora Attitude, setting a visible example for the entire team.

• Support team members in challenging client situations to ensure high satisfaction levels.

• Coach and train teams extensively to achieve commercial and operational KPIs.

• Take active floor leadership, ensuring optimal coverage and smooth daily operations.

• Drive energy and engagement on the floor to deliver a memorable, addictive client experience.

• Act as a co-lead with the Floor Manager, offering hands-on support when required.

• Analyze client satisfaction using appropriate tools and implement improvement action plans.

• Encourage the use of digital tools to deliver personalized, data-driven service.

• Partner closely with the Services Manager to promote and optimize Beauty Services.

• Build strong working relationships with Brand Supervisors and follow up on Brand Consultants.

• Lead Category Managers to create an energetic, results-driven shopping environment.

• Support the Store Director by analyzing results, resolving service issues, and strengthening service quality.

Sales

• Guide Category Managers in fostering a positive, high-performing floor culture.

• Collaborate with the Services Manager to deliver engaging, educational service experiences.

• Reinforce Sephora University sales techniques and policies across all teams.

• Drive and balance sales targets while maintaining service excellence.

• Share hourly achievements to motivate teams and energize the sales floor.

• Design creative internal competitions to boost engagement and performance.

• Partner with the Store Director to review sales results and execute improvement plans.

Operations

• Ensure compliance with policies related to products, pricing, testers, merchandising, and partners.

• Maintain a polished store image through cleanliness, replenishment, and visual standards.

• Work with Category Managers to enforce operational procedures consistently.

• Monitor stock levels accurately and flag risks to avoid out-of-stock situations.

• Collaborate with the Operations Manager to meet VM, merchandising, and quality benchmarks.

• Review podium orders and closely track daily performance.

• Align with category departments and communicate plans clearly to assigned teams.

Business

• Support the Store Director with insights into market conditions, competitors, and client behavior.

• Analyze KPIs and recommend data-driven action plans for continuous improvement.

• Develop short- and long-term strategies to drive brand, top-line, and bottom-line growth.

• Provide qualitative product feedback and recommendations based on local market knowledge.

• Execute initiatives to maximize product performance through VM, training, and trend insights.

• Plan and oversee in-store promotions, events, and displays.

• Conduct market visits and trend analysis to identify growth opportunities.

• Ensure accurate and timely contribution to business reporting with Category Managers.

People

• Motivate and develop Category Managers and store teams through daily coaching and observation.

• Communicate vision, strategy, and priorities through briefings, training, and ongoing feedback.

• Build confidence through recognition, praise, and constructive performance feedback.

• Identify, recruit, and develop talent, supporting succession planning with the Store Director.

• Ensure consistent participation in training, e-learning, and post-training follow-ups.

• Deliver monthly assessments to maintain an exceptional beauty experience.

• Facilitate monthly performance reviews with Category Managers.

• Manage PCR and PIP processes for assigned teams.

• Oversee annual leave planning in coordination with the Store Director and business needs.

Know-How & Leadership

• Represent Sephora with exceptional professionalism, image, and body language.

• Stay current on beauty trends, products, and industry developments.

• Inspire, mentor, and coach teams to reach their full potential.

Relationships

Internal: Store Director, Supervisors, Beauty Consultants, Head Office teams
External: Suppliers, Brand promoters/managers/trainers, Security, Cleaning teams

Job Holder Profile

Knowledge & Training

• Advanced product knowledge

• Strong training and coaching capability

• Intermediate understanding of health and safety procedures

Experience

• Minimum 7 years of retail experience with proven in-store sales success

• 2–3 years of people management experience

• At least 3 years in the beauty industry

• Bachelor’s degree

Languages

• English: Intermediate level or above

Core Competencies

• Digital and analytical mindset with strong business orientation

• Excellent communication and interpersonal skills

• Intermediate Excel proficiency

• Ability to manage ambiguity and change

• Commercial awareness and results focus

• Proven ability to develop and lead high-performing teams

What You’ll Find at Sephora

• A diverse, inclusive community where authenticity is celebrated

• A culture of empowerment, learning, and growth with opportunities to innovate and lead

• Meaningful work that brings fulfillment—every interaction makes an impact

Join Sephora and belong to something beautiful.