Sephora Customer Experience Manager

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.

The Customer Experience Manager leads and develops Sephora’s sales-floor team in Trois-Rivières, overseeing customer experience, training, recruitment, in-store events, visual merchandising and brand representatives. This is a permanent, full-time, on-site position requiring evening, weekend and holiday availability; compensation is CAD 54,800–68,500 annually, with performance bonuses and benefits.

Role & Responsibilities

• Lead and develop the store’s sales-floor team, motivating team members to achieve strong results while prioritizing the customer experience.
• Train current and newly hired Beauty Advisors; facilitate orientation and training sessions on Sephora’s selling model when possible.
• Respond promptly to customer feedback and address concerns raised through Medallia, the customer service hotline, or direct feedback.
• Periodically serve as the store’s Customer Experience Lead and engage with Beauty Advisors and customers on the sales floor.
• Communicate recruitment needs to Talent and Operations leaders; participate in hiring for team positions; manage interviews and hiring for direct reports; support store hiring needs; and use the online applicant tracking system to source, screen, and hire candidates as needed.
• Manage in-store events with the Beauty Services team, ensuring they are properly planned and staffed to maximize customer learning and store sales opportunities.
• Partner with Operations to ensure sales-floor merchandising concepts and visuals meet company standards, and keep the sales floor clean and organized.
• Maintain and manage stock levels for testers and supplies; execute visual merchandising resets and replenish products added to the sales floor.
• Ensure Beauty Advisors work effectively with brand representatives during visits, that representatives train and coach team members on their products, and provide feedback on the effectiveness of brand training when appropriate.

Qualifications

• At least 2–4 years of management experience in the beauty, retail, or customer service industry, or equivalent internal experience.
• Demonstrated ability to motivate and coach a team to meet company expectations and objectives.
• Ability to remain composed and lead difficult conversations with courage.
• Proven ability to build high-performing teams and identify and develop in-store talent throughout their careers.
• Excellent verbal and written communication skills, with the ability to influence business partners at all levels clearly and concisely.
• Proficiency with Windows, Word, and Excel.
• Availability to work evenings, weekends, and holidays.
• Ability to bend and stretch to stock displays and shelves and lift and move loads up to 50 pounds.

Skills

Experience

At least 2–4 years of management experience in the beauty, retail, or customer service industry, or equivalent internal experience.

Workplace

Compensation

The base compensation for this position ranges from CAD 54,800 to CAD 68,500 per annum.

Benefits

Performance bonuses; competitive benefits, including extended health benefits and life insurance for eligible full-time employees; paid leave; employee discounts; free products; exclusive brand events; and training and development opportunities.

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.