Retail Experience Specialist

Position purpose

Customer experience and service excellence

• Improve the end-to-end customer journey, customer recruitment, and expert skin diagnosis through the All-in-One application.
• Monitor service execution and customer and commercial indicators, including average basket value, recruitment, conversion, and app penetration.
• Track service performance across stores and encourage adoption of Makeup, Engraving, and Brow Bars.

Click & Collect and All-in-One application

• Own the Click & Collect journey and operational performance from order to collection.
• Work with Technology and Digital teams on app enhancements, pilots, testing, training, and rollout.
• Track KPIs and provide weekly performance reports identifying gaps, opportunities, and best practices.
• Lead the All-in-One application pilot, regional rollout, adoption monitoring, feedback, and ongoing improvements.

Customer programs

• Own the Mystery Shopper program, develop scenarios and questionnaires, lead training and rollout, and use monthly feedback to guide action plans.
• Drive Love Meter participation and customer follow-up, train and support store teams, and turn feedback into improvements.
• Monitor customer recruitment and My Client penetration by store and market; share insights with Retail Directors and follow up on action plans.
• Coordinate the Beauty League with Marketing and SU, ensuring consistent store communication, implementation, and follow-up.

Experience and capabilities

• 3–5 years of experience in retail operations, customer experience, or service excellence; beauty, luxury, fashion, or another customer-centric environment is preferred.
• Strong understanding of store operations, frontline realities, and the customer journey.
• Proven project-management experience with pilots, testing, training, and multi-store or regional rollouts.
• Strong analytical, communication, and stakeholder-management skills; able to turn KPI insights into action plans.
• Comfortable with digital retail tools, user testing, feedback, and store adoption; able to train and support store teams.
• Organized, hands-on, detail-oriented, and proficient in Excel and PowerPoint.

What Sephora offers

• A community that embraces authenticity and values diversity.
• A culture of empowerment with opportunities to learn, grow, and innovate.
• Work that supports client delight and contributes to the beauty industry.

About Sephora