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About the Role

As the Omni Retail Service & Experience Manager, you will shape how customers experience SEPHORA UK in store and across our omnichannel journey. You will lead the evolution of our in-store experience and service strategy, ensuring every touchpoint reflects our brand values while supporting customer engagement, store traffic, and sustainable commercial growth. You will act as the voice of the customer, connecting insight with action to create seamless, differentiated experiences across our stores. You will collaborate with various departments to bring teams together around a shared ambition: continuously raising the bar for service, experience, and omnichannel retail.

Responsibilities

Lead and evolve SEPHORA UK’s in-store experience strategy, ensuring customer journeys reflect brand values, customer expectations, and commercial priorities.
Own the Mystery Shop programme, using insights to drive service improvements and accountability across Retail.
Develop the Quiet Hours programme, using channels to create a more accessible and inclusive store experience.
Monitor customer feedback, NPS, and satisfaction metrics, turning insight into opportunities to continuously improve the customer experience.
Own the strategy and performance of SEPHORA UK’s Redeemable Services and develop Brand Partnered Services that drive engagement and store traffic.
Partner cross-functionally to define, scale, and embed strong service standards across paid, redeemable, and brand-led services.
Strengthen training and coaching programmes to build in-store capability, embed service excellence, and inspire continuous innovation.
Lead the launch, rollout, testing, and adoption of omnichannel services and in-store digital tools, measuring their impact on adoption and customer experience.
Partner with Digital, E-commerce, CRM, and IT to strengthen the connection between digital and physical retail journeys.
Own the strategy, planning, and delivery of the annual Retail Summit, creating initiatives that connect and inspire retail teams around business priorities.
Work with Brand Partners and internal teams to create impactful in-store activations that maximise customer engagement and uphold Beauty Hub excellence.
Lead cross-functional retail initiatives, communications, recognition, and engagement programmes that strengthen retail visibility, customer engagement, and store performance.

Requirements

You’ll be a customer-focused, commercially minded retail leader passionate about creating exceptional experiences.
Collaborative and action-oriented, comfortable connecting teams and ideas across the business.
Able to use customer insight to challenge what could be better and turn strategy into experiences that work brilliantly in store.
Strong experience shaping and delivering customer experience, service, or omnichannel initiatives within a retail environment.
Ability to translate customer feedback, NPS, and satisfaction measures into clear opportunities for improvement.
Experience developing and evolving in-store services, with an understanding of how experience can drive customer engagement and commercial performance.
Strong understanding of omnichannel retail and how digital and physical journeys can work together to create a seamless customer experience.
Experience leading the rollout and adoption of new services, tools, or customer-facing initiatives across stores.
Strong cross-functional collaboration skills, with the ability to bring together teams across Retail, Marketing, CRM, Digital, E-commerce, and wider business functions.
Confident approach to working with Brand Partners to create engaging and differentiated in-store experiences.
Experience supporting training and coaching initiatives that strengthen service standards and in-store capability.
Strong planning and project leadership skills, with the ability to take initiatives from strategy through to execution.
A curious, improvement-focused mindset, with an interest in evolving retail, beauty, and customer experience trends.
Must have the right to work in the UK at the start of employment and will be asked to provide relevant evidence.
Unable to provide visa sponsorship for this role.

Skills

Customer experience
Service strategy
Omnichannel retail
Customer feedback analysis
NPS
Satisfaction metrics
In-store services development
Commercial performance
Digital and physical journey integration
Rollout and adoption of new services/tools
Cross-functional collaboration
Brand partner engagement
Training and coaching support
Planning
Project leadership
Retail trends
Beauty trends
Customer experience trends

Location

Work Type

Full-time

Experience Level

Retail leader

Salary/Compensations

Competitive pay that grows with you, including annual salary reviews.

Benefits

Private Healthcare
Life Assurance
Private Pension from day one
Competitive pay
Annual salary reviews
Generous employee discount across the world’s best beauty brands
A paid day off on your birthday
Access to a wellbeing and perks platform
LVMH Heart Fund support
Generous holiday allowance
Option to buy more holiday

About the Company

At SEPHORA UK, beauty is who we are: 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 to becoming part of the LVMH family, we’ve always pushed boundaries through creativity, innovation, and inclusivity.
Today, we continue our exciting expansion across the UK, shaping the future of prestige beauty in one of the world’s most dynamic retail markets.

Equal Opportunity

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.
We welcome applications from all suitably qualified candidates.