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Client Experience Director

2 months ago

Toronto, Ontario, Canada Sephora Full time
About the Role

We are seeking a highly skilled and experienced Interim Team Lead to join our team at Sephora. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day operation of our store, including managing inventory, visual merchandising, and maintaining a coaching culture.

Key Responsibilities
  • Sales Experience: Ensure that all on-stage cast properly execute Sephora's selling model, Get, Give, Teach. Drive sales and services at the Beauty, Skin and Fragrance Studio.
  • Training & Development: Ensure that the Services Coordinators are adequately trained to effectively manage the Studio and drive services on a day-to-day basis. Execute cast training outside of Daily Dose. Partner with elevated experts within the store/district to ensure cast have the appropriate level of product, category and brand training for clients. Facilitate Sephora training sessions whenever possible.
  • Maintain a Coaching Culture: Participate in the selection, training and certification of all SUBC Facilitators and coaches. Ensure Facilitators and coaches are maintaining or exceeding expectations by regularly attending classes within the store.
  • Makeup & Skincare Passion: Demonstrate an understanding of artistry skills through conducting custom makeovers and mini-makeovers and skincare services as needed.
  • Passionate about Clients: Regularly act as the Director in Charge (DIC) within the store. Engage with cast and clients on-stage whenever possible.
  • Employee Engagement: Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Work-Life Balance, Respect for All, Teamwork, & Initiative.
  • Operational Excellence: Lead the operations of the store. Ensure execution of all operations focused processes for the store and that all are completed per company standard.
  • Inventory Management: Manage the inventory of the store. This includes shipping, receiving, and returning merchandise, cycle counting and ensuring that all processes are completed within company guidelines and timeframes.
  • Visual Merchandising: Manage the merchandising concepts and on-stage visuals are within company standard. Manage all in-house and/or third-party cleaning crews ensuring that they are adhering to agreed-upon standards by providing feedback, coaching and escalation as necessary.
Requirements
  • You have 1 to 3 years experience in a similar role at a similar volume store or equivalent internal experience.
  • You can demonstrate strong client service skills.
  • You have demonstrated effective time management and problem-solving skills.
  • You have proven ability to manage time to execute multiple tasks and changing priorities.
  • You have flexible availability to work during peak retail hours such as nights, weekends, and holidays.