Fragrance Manager

5 months ago

Dubai, United Arab Emirates Sephora Full time

**OUR Manifesto**:
**Our Manifesto At Sephora, we stand together and we stand for something more. For empowerment, for exploration, for the opportunity to impact people’s lives through the unlimited power of beauty. We embrace uniqueness, unleash creativity, and pursue progress every day. Sparked by energy and excitement, our passion is contagious. We are united by a common goal - to reimagine the future of beauty.**:
**Reimagine your future, with Sephora.**:
**Our Value Proposition**:
**We have a powerful culture that fuses aspirations, uniqueness, authenticity and value by each Sephora member**:
These are the values:

- ** Beauty & Beyond**:We reimagine beauty by inspiring our customers, empowering people and helping them become the best versions of themselves.
- ** Creativity Unleashed**:We encourage exploration, innovation and having fun.
- ** Endless Evolution**:At Sephora you are empowered to choose your own path and accelerate your growth.
- ** Boldly Authentic**:We celebrate diversity and embrace your unique and winning spirit.

**Position Purpose**

As Services Manager, you will be responsible for the customer journey, services and operational service management within the store

Responsible to lead, support, coach, and translating the service vision and plans into tangible actions enabling store leaders and store teas to reach and exceed their service targets.

Build, develop and implement store service plans to maximise sales and KPIs performance

**Key Accountabilities**

**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 commercial and operational KPIs.
- 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.
- Provide support for the floor manager as an active co-lead.
- Use suitable tools for analyzing overall satisfaction and propose action plans to enhance the customer experience.
- Inspire the team to use digital tools to deliver customized service.
- Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.
- Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the Fragrance shopping experience.
- Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.

**Sales**
- Collaborate in achieving Fragrance sale targets and overall store objectives.
- Reinforce sales policies and techniques established at the Sephora University with all team members.
- Balance and drive the sales target among selective, exclusive and Sephora Collection.
- Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.
- 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**
- Contribute to the store projection of an excellent image through cleanliness and product restocking.
- Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.
- Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.
- Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.

**Business**
- Provide support to the Customer Experience Manager / Store Director with knowledge of the market conditions, competition, client needs etc.
- Analyze all relevant KPIs and propose action plans for improvement.
- Develop and propose short
- and long-term strategies to drive top and bottom line/brands sales.
- Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
- Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs,
- Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.
- Plan, implement and oversee in-store promotional events or displays.
- Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
- Contribute to all Business reports as required.

**People**
- Motivate and develop the team through daily coaching / observations.
- Communicate and inspire the team on business strategy, vision and re

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