Customer Experience Manager - London Future Opportunities (London, GB)

Sephora
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Communication","Interpersonal skills","Analytical thinking","Problem-solving"]

Lead customer experience strategy for a Sephora store in London, shaping how customers discover, engage with, and return for beauty services. Inspire and develop a high-performing team through coaching on the floor, training across Makeup, Skincare, Fragrance, and services, and using CRM, customer insights, and analytics to improve satisfaction and loyalty. Partner with Beauty Hub, Beauty Department Managers, Marketing, brands, and Recruitment to deliver immersive events, service excellence, and continuous improvement.

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Sephora
Sephora
1 month ago

Customer Experience Manager - London Future Opportunities (London, GB)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead customer experience strategy for a Sephora store in London, shaping how customers discover, engage with, and return for beauty services. Inspire and develop a high-performing team through coaching on the floor, training across Makeup, Skincare, Fragrance, and services, and using CRM, customer insights, and analytics to improve satisfaction and loyalty. Partner with Beauty Hub, Beauty Department Managers, Marketing, brands, and Recruitment to deliver immersive events, service excellence, and continuous improvement.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Craft an omni-immersive customer experience vision and partner cross-functionally to position Sephora as the ultimate beauty destination.
  • •Use CRM and customer insights to build long-term relationships and tailor personalised customer journeys.
  • •Innovate beauty services, classes, and experiential moments, and analyse service and satisfaction metrics to drive continuous improvement.
  • •Coach and develop a high-performing team through live on-the-floor moments, training across beauty categories, and strong communication.
  • •Respond to customer feedback with targeted initiatives and use sales/service analytics to inform planning and optimise experience and business outcomes.

Pay and Benefits

Perks:Learning BudgetCommissionEmployee DiscountPaid LeaveHoliday Allowance

Key Requirements

  • •Proven experience in customer experience management, ideally within retail or beauty.
  • •Strong leadership skills to motivate and empower diverse teams.
  • •Excellent communication and interpersonal strengths.
  • •Knowledge of omnichannel experience, CRM tools, and customer-centric service design.
  • •Strong analytical and problem-solving skills with confidence using data to drive decisions.
Experience:RetailBeauty
Skills:LeadershipCommunicationInterpersonal skillsAnalytical thinkingProblem-solving
Tech Stack:CRMMS Office

Company Brief

Sephora
Global retailer of cosmetics, skincare, fragrance and beauty accessories operating physical stores and e-commerce. Sephora offers multi-brand product assortments, in-store services, and digital experiences and is a subsidiary of LVMH.
Industry: Omnichannel Retail
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Paris, France
Founded: 1969
WebsiteLinkedIn