Sephora Senior Manager, Store Experience and Services

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 Senior Manager, Store Experience and Services in Toronto on a permanent, full-time basis with a hybrid working model. The role leads Canadian store experience, selling strategy, and Retail Services, including a team of two, service profitability, performance insights, and cross-functional programs; travel is up to 15%.

Role & Responsibilities

• Lead Sephora Canada’s store experience and selling strategy, using sales, conversion, productivity, client, and operational insights to identify opportunities and improve store performance.
• Develop and evolve scalable Store Experience programs that strengthen selling behaviours, execution of the Sales Model, and the overall client experience.
• Serve as the Canadian business lead for store reporting platforms, overseeing existing reporting and coordinating enhancements to improve the accuracy, timeliness, and relevance of business insights.
• Monitor Selling Productivity Program performance and Beauty Advisor individual SPLH, and partner with business leaders on training and coaching strategies to improve results.
• Translate business performance into clear insights and action plans for Regional Field Leaders, Workload and Communications, and Retail Talent & Training.
• Partner with Category and Brand Operations and the Pro Artistry Training Manager to use productivity and program results to inform Sales Model and Beauty Services training strategies.
• Lead the development and evolution of the Canadian Retail Services strategy across Makeup, Skincare, Haircare, and Fragrance, including new market opportunities and optimization of the current service menu.
• Partner with Finance and the Services team to manage the Retail Services P&L and develop strategies that grow sales, margin, and shop profit while optimizing expenses.
• Lead the development of a service demand model to support demand forecasting, store scheduling, and labour planning.
• Partner with Retail Marketing to prioritize, calendarize, and execute Beauty Services initiatives across media, promotions, and events.
• Conduct store visits with Store Experiences & Events and Regional Leadership to assess selling performance, Beauty Services execution, and the client experience, and translate observations into practical action plans.
• Represent the Canadian store perspective in North American and cross-functional discussions about store digital tools, Retail Operations, and omnichannel opportunities.
• Lead, coach, and develop a team of two while driving continuous improvement, strategic analysis, and enterprise initiatives that advance the client experience and business performance.

Qualifications

• Progressive leadership experience in multi-unit retail operations, field leadership, training and development, business development, store experience, or a related function.
• 3–5+ years of experience developing and implementing strategies that improve sales, client experience, services, productivity, or operational performance.
• Experience leading, coaching, and developing direct reports and creating clarity across complex priorities.
• Strong strategic thinking and business acumen, with the ability to connect client, field, financial, and operational insights to business opportunities.
• Strong analytical skills and the ability to translate performance data, client insights, and field feedback into clear recommendations and action plans.
• Financial acumen and experience managing business performance, budgets, or a P&L; Retail Services experience is an asset.
• Exceptional cross-functional collaboration, influencing, and stakeholder management skills in a matrixed environment.
• Ability to represent the Canadian market, influence enterprise partners, and navigate differing priorities with confidence and sound judgment.
• Excellent executive communication, presentation, storytelling, and data visualization skills.
• Strong project management and organizational capabilities, with the ability to lead multiple priorities and drive execution in a fast-paced environment.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word, and comfort working with business reporting and dashboard tools.
• Bachelor’s degree in Business, Retail Management, Marketing, or a related field, or an equivalent combination of education and relevant professional experience.
• Ability to travel up to 15% of the time to support store visits, field engagement, and business initiatives.
• Comfort and confidence using digital and AI-enabled tools responsibly in day-to-day work.

Skills

Experience

3–5+ years developing and implementing strategies to improve sales, client experience, services, productivity, or operational performance; progressive leadership experience in multi-unit retail operations, field leadership, training and development, business development, store experience, or a related function.

Education

Bachelor’s degree in Business, Retail Management, Marketing, or a related field, or an equivalent combination of education and relevant professional experience.

Workplace

Compensation

The base compensation for this position ranges from CAD 118,900 to CAD 141,200 per annum.

Benefits

Bonus; RRSP matching; medical, dental, vision, life, and disability coverage; Well-Being@Sephora program; hybrid work schedule; vacation and flex days; maternity and paternity leave; training and development programs and resources; 30% discount on merchandise and services; gratis opportunities; flash sale discounts on LVMH brands; volunteer and donation matching; Employee Assistance Program; free mental health resources with 24/7 access to Dialogue.

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.