- Employment
- Full-time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Selective Retailing & Department Stores
- Posted
- 21, 2026
About Sephora
Sephora is a global prestige beauty leader, renowned for redefining the retail experience through creativity, inclusivity, and expert service. Founded in France and now part of LVMH, the company brings together an exceptional portfolio of beauty brands with a distinctive culture of discovery and innovation. As an employer, Sephora offers a dynamic, customer-centered environment where talent is encouraged to learn, experiment, and grow across retail, digital, merchandising, operations, and corporate functions. Its teams are united by a passion for beauty, entrepreneurship, and belonging, making Sephora a compelling workplace for professionals seeking impact within a fast-moving international brand.
SEPHORA is hiring a permanent, full-time Omnichannel Retail Experience Manager in London to lead in-store experience and service strategy and connect digital and physical retail journeys. Reporting to the Retail Director, the role oversees service programmes, omnichannel tools, retail training and the annual Retail Summit.
Role & Responsibilities
- Lead and evolve SEPHORA UK’s in-store experience strategy, aligning customer journeys with brand values, customer expectations and commercial priorities.
- Own the Mystery Shop programme and use its insights to drive service improvements and accountability across Retail.
- Develop the Quiet Hours programme, using available channels to create a more accessible and inclusive store experience.
- Monitor customer feedback, NPS and satisfaction metrics, turning insights into opportunities to 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 service standards across paid, redeemable and brand-led services.
- Strengthen training and coaching programmes to build in-store capability, embed service excellence and encourage continuous innovation.
- Lead the launch, rollout, testing and adoption of omnichannel services and in-store digital tools, including Click & Collect, Beauty Scan, MyClient and S+, 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.
Qualifications
- At least 5 years of experience.
- Strong experience shaping and delivering customer experience, service or omnichannel initiatives in 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 customer experience can drive 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.
- Confidence 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 and an interest in evolving retail, beauty and customer experience trends.
- Must have the right to work in the UK at the start of employment; visa sponsorship is not available.
Skills
Experience
Minimum 5 years
Workplace
The successful candidate will be located in London, England, UK.
Explore jobs in England or in the UK.
Benefits
Private healthcare, life assurance and private pension from day one; annual salary reviews; employee discount across beauty brands; paid day off on the employee’s birthday; access to a wellbeing and perks platform; LVMH Heart Fund support; generous holiday allowance with the option to buy more.
Culture
Sephora fosters a dynamic, inclusive workplace where creativity, curiosity, and a passion for beauty are encouraged at every level. As an employer, it is distinguished by its focus on empowerment, continuous learning, and a collaborative retail culture that celebrates individuality and client-centric innovation.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Sephora, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Retail Customer Experience Manager», «Omnichannel Services Manager», «Retail Service Strategy Manager», «Customer Experience and Services Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.