Store & Workplace Support Tech Lead

About Sephora and the Role

Sephora is seeking a Store & Workplace Support Tech Lead to join their team in Jeddah, Makkah, Saudi Arabia. This full-time role is central to ensuring stable, secure, and high-performing store technology operations across the region. The successful candidate will have over 10 years of experience in IT support or store technology, preferably within a retail or multi-site environment.

Role Overview

The Store & Workplace Support Tech Lead is responsible for providing remote and in-field technology support for Sephora stores. This includes expertise in store infrastructure, network connectivity, POS hardware, payment terminals, back-office equipment, and store-specific applications. The role supports store openings, renovations, hardware refreshes, incident resolution, preventive maintenance, asset tracking, vendor coordination, and business continuity activities. The Tech Lead will collaborate with local IT teams in KSA and Dubai, external vendors, EME infrastructure teams, and retail stakeholders in KSA.

Key Responsibilities

• Provide technology leadership, building and coaching the KSA team, and setting key objectives for stores and workplace technology.
• Manage local tech requirements and plan deployments with the team, aligning KSA team strategies with ME Tech management goals.
• Ensure knowledge transfer across workplace and store technologies, holding regular checkpoints and team meetings.
• Manage relationships with external vendors, including hardware expense management, negotiations, and stock management for business continuity.
• Oversee relationship management with EME and LVMH teams regarding EUX topics.
• Adhere to relevant IT policies, processes, and standard operating procedures in line with LVMH group and Sephora global rules.
• Set up dashboards, metrics, and measure the Quality of Service (QoS) of external partners, following up on SLA/SLO and applying penalties as needed.
• Provide remote and in-field support for store operations, back-office users, POS areas, and Apple/Microsoft devices, including installation, configuration, and troubleshooting.
• Support retail store technology, including POS terminals, payment devices, network infrastructure, and digital in-store tools.
• Coordinate with technical services, network, security, application, and vendor teams to troubleshoot connectivity, POS availability, and critical outages.
• Support store opening, closure, relocation, and renovation activities, ensuring infrastructure readiness and device testing.
• Perform on-site validation of store technology environments to ensure adherence to Sephora and LVMH standards.
• Administer and maintain IT assets, including routine maintenance, performance monitoring, and configuration of hardware and software.

Qualifications and Requirements

• Over 10 years of proven experience in IT support or store technology operations, preferably within a retail, hospitality, or multi-site environment.
• Strong understanding of retail store operations, POS environments, store networks, infrastructure dependencies, and the impact of technology availability on client experience and business continuity.
• Solid knowledge of store infrastructure, LAN/WAN connectivity, switching, wireless networks, structured cabling, network troubleshooting, O365, Microsoft endpoint environments, basic security controls, and ITIL practices.
• Ability to analyze, synthesize information, and adapt to change.
• Effective communication skills for various stakeholders at the EME level, including IT and business.
• Strong knowledge of procurement and purchasing processes in the ME region, with logistics (export & import processes) being an advantage.

Required Skills and Attributes

• Self-starter with the ability to drive topics to deliver business value.
• Capable of acting as a reliable IT business partner, focusing on end-user satisfaction.
• "Hands-on" approach with the ability to operationally contribute to project success.
• Problem-solving oriented mindset.
• "End-users" and "service quality" oriented.
• Comfortable working within a matrix organization.

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia. The role involves working closely with local IT teams, external vendors, and regional stakeholders to maintain high standards of technology support across Sephora's retail network.