Store Operations Manager

At 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.

Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.

With 56,000 employees in 35 countries, we c onnect customers and beauty brands within the world’s most passionate beauty community . With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the m ost unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.

You will excel and enjoy this position if you are ready to actively handle the following missions :

Client Experience:

• Embody Sephora Attitude and set an example in front of the team.

• Provide support to the team in difficult situations ensuring client’s satisfaction.

• Provide extensive coaching and training to assist the team in meeting all operational KPI’s.

• Take over floor leadership segments and ensure the floor is always managed and covered.

• Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.

• Inspire the team to use digital tools to deliver a customized service.

• Maintain and enforcing quality customer service and resolving customer service complaints.

• Ensure stock levels and merchandising are accurate and consistent to avoid an OOS situation for the customer.

Sales:

• Inspire the team in achieving operational KPI’s and educate them on how operational KPIs will contribute towards commercial KPIs - create improvement plans to drive them.

• Reinforce sales policies and techniques established at the Sephora University with all team members.

• Ensure adequate stock to drive the sales target among selective, exclusive and Sephora Collection.

• Ensure adequate beauty tools to achieve the desired market share for services.

• Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
• Create disruptive internal competitions to motivate the team and boost the achievements.

Operations:

• Apply the policies and procedures referring to products, testers, prices, merchandising, other partners (shareholders, helpers, security), etc. according to Sephora standards.

• Contribute to the shop’s projection of an excellent image through cleanliness and product restocking.

• Together with Customer Experience Manager and Store Director, encourage the

team to apply and follow established policies and procedures regarding store operations.

• Elevate Cash Leaders to implement Sephora Attitude while making sure that operational tasks are aligned such as SBP, Mobile POS, Gift Wrapping, and engraving. Ensuring the BTG area is always kept well and merchandised as per Sephora standards.

• Implementing all the tools at POS.

• Adhere to Return items policy in accordance with audit procedure.
• PLVs and supply for the cash counter must be maintained weekly.

• Coordinate the excess stock to Supply Chain team.

• Cash operations should be executed as per Sephorapedia, while making sure that closing/opening procedures are in place and that discrepancies are reported.

• Ensure that cameras, cash detector, security tag, and sensormatic machines are working in all areas.

• Comply with company audit procedure.

• Shop floor, storage room, and shared drive all must be maintained as per Sephorapedia and BOM guidelines.
• Control and achieve stock variance tolerance.

• Daily/weekly/monthly/ and animation/maintenance checklists are maintained.

• Oversee Supplier invoices documentation.

• Inventory control reports maintenance on a weekly/monthly basis.

• All legal documentations must be available in store for random checks.

• Organizing all the physical documents related to cash audit counting 6 months.

• Coordinate with Category Managers and Supply Chain team to ensure stock levels are controlled.

• Inventory and stock management procedures must be maintained accurately.

• Manage a defined process in the storeroom for all returns/credits/transfers in accordance with Sephorapedia and audit guidelines.

• Maintain the storeroom and the allocation of space for stock as per the BOM.

• Liaise with Supply Chain to follow up on stock and deadlines whenever required.

• Maintain weekly report on negative stock counts.

• Ensure that core operations on SIM are organized as per business requirements and supplier invoices.

People:

• Inspire the team on business strategy, vision and relevant information through animate briefings, coaching and training.

• Increase the team confidence and motivation by praise and feedback for their performance. appreciate, recognize and celebrate each success.

• Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.

• Ensure the team is attending training and follow-up is done after the training is attended.

• Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.

• Ensure an addictive beauty experience through performing monthly assessments.

• Facilitate team monthly meetings to analyze and discuss their performance.

• Be responsible for the PCR and PIP process of the entire assigned team.

• Oversee the annual leave of the team and liaise with the Store Director for final validation according to business needs.

• Train existing and new team members on emergency situations (evacuation/safety).

Business:

• Provide support to the Store Director with knowledge of the market conditions, competition, client need, etc.

• Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.

• Put in place action plans to boost business and maximize product performance, leveraging stock management knowledge.

• Ensure Security, Cleaning team, and Contractors are aligned with Sephora guidelines.

• Maintain a safe working environment for clients and team members.

• Identify and analyze Key Performance Indicators such as Conversion rate, Average Basket, Market Share, etc. and propose action plans accordingly.

• Contribute to all relevant business reports.

• Network with other stores and head office departments and take on area responsibilities.

Store Operations:

• Ensure the maintenance of store, common areas and stock is as per Sephora requirement.

• Ensure that the store is checked regularly and if any maintenance needed, reaction is prompt and effective.
• All window installations, podiums, pop ups and animation permits must be requested and installed on time, while meeting the requirements set.

• Beauty Hub screens and visuals must be updated as per Marketing team requirements.

• Maintain a good relationship with all external contractor and counterparts.

• Organizing the back office as per new “BOM” guidelines.

Relationships

Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.

External Relationships: Suppliers, Brand promoters/managers/trainers, Security, Cleaning team and Contractors.

Do not hesitate to apply if you have… or if you are …

• Minimum 2 years’ experience in team and people management.
• Minimum 5 to 6 years’ experience in operations.

• Bachelor’s degree.

• Intermediate product knowledge.

• Advanced knowledge in health and safety procedures.

• Advanced knowledge in operations.

• Programming knowledge and Oracle BI & SIM knowledge is a plus.
• English – Advanced level, Arabic is a plus.

• Proficient in MS office.

• Knowledge of cash management principles and/or procedures.

• Problem solving and decision-making abilities.

• Ability to develop and manage teams and people.

• Organized, structured and process oriented.

Here, you will find: 

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit 

• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead 

• Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference