Shop Manager📣 Job Ad

About the Role

Sephora is seeking a Shop Manager for a full-time position in Riyadh, Saudi Arabia. This role is central to managing the customer journey, overseeing services, and ensuring operational excellence within the store. The Shop Manager leads and coaches store teams to achieve and surpass service targets, while also developing and implementing store service plans to maximize sales and key performance indicators (KPIs).

Role Summary

The Shop Manager is responsible for driving overall store performance across client experience, sales, operations, and team development. This includes leading service delivery, achieving commercial targets, ensuring operational efficiency, and fostering a high-performing team culture to meet business objectives.

Client Experience and Sales Management

• Embody the Sephora attitude and serve as a role model for the team.
• Provide extensive coaching and training to support the team in meeting commercial and operational KPIs.
• Lead floor segments, ensuring consistent management and coverage to motivate the team and deliver an engaging client experience.
• Utilize tools such as Love Meter and CEE to analyze client satisfaction and propose action plans for enhancement.
• Inspire the team to leverage digital tools for customized service delivery and offer Beauty Services to maximize client satisfaction.
• Achieve commercial and operational KPIs, developing improvement plans to drive performance.
• Reinforce sales policies and techniques established by Sephora University among all team members.
• Balance and drive sales targets across selective, exclusive, and Sephora Collection products, and achieve market share for services.
• Analyze shift results and create daily action plans to meet set targets.

Operational Oversight and Business Development

• Ensure adherence to policies and procedures related to products, testers, prices, merchandising, and partner interactions.
• Contribute to maintaining an excellent store image through cleanliness and product restocking.
• Monitor stock availability accurately, reporting low stock to Head Office to prevent out-of-stock situations.
• Drive all operational KPIs and develop improvement plans for each.
• Align with Category Departments on shelving plans, novelties, brand relocations, and grid changes, communicating updates to the assigned team.
• Support the Area Manager with insights into market conditions, competition, and client needs.
• Analyze relevant KPIs and propose action plans for business improvement.
• Develop and propose short-term and long-term strategies to drive top and bottom-line sales across brands.
• Manage business KPIs and team selling behavior in high-volume stores, ensuring a memorable customer experience.
• Provide product recommendations and qualitative feedback to Head Office and Category Management based on local market knowledge.
• Plan, implement, and oversee in-store promotional events or displays.

Team Leadership and Talent Development

• Motivate and develop the team through daily coaching and observations.
• Communicate business strategy, vision, and relevant information through animated briefings, coaching, and training sessions.
• Enhance team confidence and motivation through performance praise and constructive feedback.
• Identify, engage in recruiting, and develop talent, securing succession plans in collaboration with the Area Manager.
• Ensure team members attend required training and follow up on completion.
• Oversee the use of 360 as an e-learning tool, monitoring average training frequency for each team member.
• Facilitate monthly team meetings to analyze and discuss performance.
• Manage the Performance Contribution Review (PCR) and Performance Improvement Plan (PIP) processes for the assigned team.
• Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.

Experience Requirements

Candidates for the Shop Manager position should possess 5 to 10 years of relevant experience in retail management, preferably within the beauty or luxury sector. The role requires proven leadership capabilities, strong analytical skills for KPI management, and the ability to drive both client experience and sales performance effectively.