Store Operations Manager

OverviewAt Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. Sephora has been disrupting the prestige beauty retail industry since 1969, and as part of the LVMH Group since 1997, we champion a world of inspiration and inclusion where everyone can celebrate their beauty.With 56,000 employees in 35 countries, we connect customers and beauty brands within the world’s most passionate beauty community. We curate nearly 500 brands and our own label, Sephora Collection, offering a diverse range of products, including fragrances, makeup, hair care, skincare, and more.ResponsibilitiesClient Experience:Embody Sephora Attitude and set an example in front of the team.Provide support to the team in difficult situations ensuring client satisfaction.Provide extensive coaching and training to assist the team in meeting all operational KPI’s.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 a positive experience for our clients.Inspire the team to use digital tools to deliver a customized service.Maintain and enforce quality customer service and resolve customer service complaints.Ensure stock levels and merchandising are accurate to avoid an out-of-stock situation for the customer.Inspire the team in achieving operational KPI’s and educate them on how operational KPIs contribute to commercial KPIs; create improvement plans to drive them.Reinforce sales policies and techniques established at Sephora University with all team members.Ensure adequate stock to drive the sales target among selective, exclusive and Sephora Collection.Ensure adequate beauty tools to achieve the desired market share for services.Share hourly achievements with colleagues and actively animate the floor to motivate the team.Create disruptive internal competitions to motivate the team and boost achievements.Operations:Apply policies and procedures related to products, testers, prices, merchandising, and other partners according to Sephora standards.Contribute to the shop’s image through cleanliness and product restocking.Encourage the team to apply and follow established store operations policies and procedures.Elevate Cash Leaders to implement Sephora Attitude while aligning tasks such as SBP, Mobile POS, Gift Wrapping, and engraving; ensure the BTG area is well merchandised.Implement all tools at POS and adhere to return items policy per audit procedures.Maintain weekly PLVs and store cash counter materials; coordinate excess stock with Supply Chain.Execute cash operations per Sephorapedia, with proper opening/closing procedures and discrepancy reporting.Ensure cameras, cash detectors, security tags, and sensormatic machines are working in all areas.Comply with company audit procedures and BOM guidelines for shop floor, storage, and shared drive.Control stock variance tolerance and maintain inventory and stock reports weekly/monthly.Ensure all legal documents are available in store for random checks and organize cash audit documentation for 6 months.Coordinate with Category Managers and Supply Chain to control stock levels and maintain accurate inventory procedures.Maintain the storeroom and space allocation per BOM; liaise with Supply Chain on stock and deadlines; keep weekly negative stock reports.Ensure core operations on SIM align with business requirements and supplier invoices.People:Inspire the team with business strategy, vision, and relevant information through briefings, coaching, and training.Boost team confidence and motivation with praise and feedback; recognize and celebrate successes.Identify and engage in recruiting, develop talents, and secure succession plans with the Store Director.Ensure the team attends training and follow-up is conducted after training.Ensure the team uses Axonify as an E-learning tool; monitor daily training frequency for each member.Provide monthly assessments to maintain an addictive beauty experience.Facilitate monthly team meetings to analyze performance.Oversee PCR and PIP processes for the entire team.Oversee annual leave and liaise with the Store Director for final validation.Train existing and new team members on emergency situations (evacuation/safety).Business:Provide market insights to the Store Director on conditions, competition, and client needs.Develop and propose short- and long-term strategies to drive top and bottom-line brand sales.Implement action plans to boost business and maximize product performance through stock management knowledge.Ensure Security, Cleaning, and Contractors are aligned with Sephora guidelines and maintain a safe working environment for clients and team members.Identify and analyze KPIs (e.g., Conversion rate, Average Basket, Market Shar