Client Experience and Services Manager

Client Experience and Services Manager, StoresJob ID: 273268Store Name/Number: ON-Pen Centre (0842)Address: 221 Glendale Ave Space 77 & 78, St. Catharines, ON L2T 2K9, CanadaFull Time/Part Time: Full TimePosition Type: RegularAt Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.OverviewAs the Manager, Client Services & Experience, you will be responsible for managing all aspects of the sales experience and all services, classes and events in a specific Sephora store location. You will be accountable for the development of all Beauty Advisors and Paid Services Beauty Advisor (PSBA) teams who deliver client service in the Makeup, Skincare, Haircare, and Fragrance departments within their store and for leading the team to achieve and exceed company objectives.ResponsibilitiesTraining & Development: Execute Beauty Advisor training for all new hires as well as for existing Beauty Advisor’s. Facilitate Welcome to Sephora and Sephora 101 training sessions whenever possible.Passionate about Clients: Ensure the timely response to all client feedback for the store. Action all client‑related issues/feedback from Sephora’s client feedback tool (Medallia), the client service hotline or through direct feedback from clients. Regularly act as the Client Experience Lead (CEL) within the store. Engage with Beauty Advisor’s and clients on‑stage whenever possible.Talent Champion: Communicate team hiring needs to the Talent & Business Operations leaders and participate in the hiring process for all roles on their teams. Manage the interviewing/hiring process for all direct reports. Support the store’s hiring needs as needed. Utilize the My Sephora Career (MSC) system as needed to source, select and hire candidates.Entrepreneurial Spirit: Understand store goals, opportunities and trends and ensure the Beauty Advisor’s are aligned with each.Employee Engagement: Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Work‑Life Balance, Respect for All, Teamwork, & Initiative.QualificationsYou have two to four years of experience in a similar role at a similar volume store or equivalent internal experience.You have exceptional leadership and influential skills.You have proven ability to lead and build top performing teams.You have proven ability to create teams by attracting and identifying talented store leaders who can train and develop cast to drive sales and deliver outstanding client service.You have flexible availability to work during “peak” retail hours such as nights, weekends, and holidays.BenefitsThe people. You will be surrounded by the best talent in the industry – people you can be proud to work with.The perks. Enjoy the discounts, gratis & exclusive brand events.The education. We heavily invest in training to build your personalized career plan, so you can achieve your professional goals.Sephora Canada strongly believes in equal opportunity for employment and advancement. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can belong, grow, and build a beautiful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and/or other diversity dimensions.Requests for accommodation due to a disability (visible or otherwise), other protected characteristics, or other reasonable circumstances can be made at any stage of the recruitment process and during employment by contacting our People team.As part of our commitment to transparency and efficiency, we would like to inform you that we utilize Artificial Intelligence (AI) technologies in our recruitment process to assist in the initial screening and evaluation of applications. #J-18808-Ljbffr