Omni Retail Services & Experience Executive

Omni Retail Services & Experience Executive

Omni Retail Services & Experience Executive

Profile

At SEPHORA UK, beauty isn't just what we sell - it's who we are. It's the freedom to express yourself, the thrill of discovering something new, and the power of belonging to a community that celebrates every identity. From our beginnings in France to becoming part of the LVMH family, we've always pushed boundaries through creativity, innovation, and inclusivity.

Today, as we continue our exciting expansion across the UK, we're looking for passionate, driven individuals to help shape the future of prestige beauty in one of the world's most dynamic retail markets.

The Opportunity

This is an exciting opportunity to support the delivery of Sephora UK's customer experience, service, digital and engagement strategy across our retail estate.

Working closely with the Omni Retail Service & Experience Manager and cross-functional teams, you'll coordinate key programmes, analyse performance, support retail initiatives and help ensure consistent execution across stores. From enhancing the customer journey and supporting service excellence to driving engagement and digital adoption, you'll play an important role in shaping how clients experience SEPHORA every day.

What you'll be doing

• Support the delivery of Sephora UK's customer experience and service strategy across all stores
• Coordinate the Mystery Shop Programme, reporting insights and supporting action plans that drive continuous improvement
• Support the delivery and ongoing development of the Quiet Hours Programme and wider accessibility initiatives
• Identify opportunities to enhance the customer journey and in-store experience through feedback, insights and performance data
• Support the execution and performance of Sephora UK's Redeemable Services offer
• Coordinate Brand Partnered Services and retail activations to drive client engagement and store traffic
• Monitor service utilisation, customer satisfaction and commercial impact, providing recommendations for improvement
• Maintain service documentation, communications and performance reporting
• Support the rollout, adoption and optimisation of in-store digital tools and technologies
• Gather store feedback and monitor digital tool performance to support continuous enhancement
• Coordinate retail engagement initiatives, including the annual Retail Summit, recognition programmes and internal communications
• Collaborate with store teams and cross-functional partners to deliver retail projects and campaigns
• Track and report on service, customer experience, digital and engagement KPIs, producing dashboards, insights and presentations for key stakeholders

What you'll bring

You'll be highly organised, commercially aware and passionate about creating exceptional customer experiences. Comfortable managing multiple projects and stakeholders, you'll combine strong analytical skills with a collaborative approach, using data and insights to support decision-making and drive continuous improvement.

• Experience within retail, customer experience, operations, service or project coordination environments
• Strong analytical skills with experience using customer, service or operational data to identify trends and opportunities
• Ability to manage multiple projects and priorities in a fast-paced environment
• Excellent communication and stakeholder management skills
• Strong attention to detail and ability to maintain accurate reporting and documentation
• Experience creating presentations, reports and business updates for senior stakeholders
• Confidence working cross-functionally and building strong relationships with store teams
• Interest in omnichannel retail, customer experience and digital innovation
• Proactive, solutions-focused mindset with a willingness to identify opportunities and drive improvements

This role will be London based but require frequent travel to stores across the UK.

Beautiful Benefits at SEPHORA UK

When you join SEPHORA, you're joining a team that we truly value and our benefits reflect that. Here's what you can look forward to:

• Private Healthcare, Life Assurance and Private Pension from day one.
• Competitive pay that grows with you, including annual salary reviews.
• A generous employee discount across the world's best beauty brands.
• A paid day off on your birthday.
• Access to a wellbeing and perks platform.
• LVMH Heart Fund support.
• Generous holiday allowance, with the option to buy more.

Together, we belong to something beautiful.

SEPHORA is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.

We welcome applications from all suitably qualified candidates. Please note that we are unable to provide visa sponsorship for this role, so applicants must have the right to work in the UK at the start of employment and will be asked to provide relevant evidence.

Sephora's stores offer passionate beauty fans across the world a privileged freedom to touch and test products since 1969. The House provides a superior selection of quality products and always keeps pace with the latest trends. The house is built upon the exceptional talents of its beauty professionals who create a perfect environment for adventurous clients who want to experiment and learn. With the innovative range of products in the Sephora Collection, its distinctive stores and bold commitment to new ideas, the House is always able to surprise and delight its clients. At every touch point with its clients, in store and online, Sephora provides an unconventional approach which has made it the most loved beauty community in the world.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.