Store Operations Manager - Kuwait

COMPANY OVERVIEW: SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.

At 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.

Position Purpose

As Store Operation Manager, you will be responsible to inspire store team to deliver excellence in day-to-day operations, supporting the entire team to convey outstanding customer service and sales performance. Support the store by implementing processes and polices critical to long term revenue growth.

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 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 an addictive experience for our clients.

Inspire the team to use digital tools to deliver a customized service.

Maintain and enforcing quality customer service and resolving customer service complaints.

Ensure stock levels and merchandising are accurate and consistent to avoid an OOS situation for the customer.

Sales

Inspire the team in achieving operational KPI’s and educate them on how operational KPIs will contribute towards commercial KPIs - create improvement plans to drive them.

Reinforce sales policies and techniques established at the 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.

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

Apply the policies and procedures referring to products, testers, prices, merchandising, other partners (shareholders, helpers, security), etc. according to Sephora standards.

Contribute to the shop’s projection of an excellent image through cleanliness and product restocking.

Together with Customer Experience Manager and Store Director, encourage the team to apply and follow established policies and procedures regarding store operations.

Elevate Cash Leaders to implement Sephora Attitude while making sure that operational tasks are aligned such as SBP, Mobile POS, Gift Wrapping, and engraving. Ensuring the BTG area is always kept well and merchandised as per Sephora standards.

Implementing all the tools at POS.

Adhere to Return items policy in accordance with audit procedure.

PLVs and supply for the cash counter must be maintained weekly.

Coordinate the excess stock to Supply Chain team.

Cash operations should be executed as per Sephorapedia, while making sure that closing/opening procedures are in place and that discrepancies are reported.

Ensure that cameras, cash detector, security tag, and sensormatic machines are working in all areas.

Comply with company audit procedure.

Shop floor, storage room, and shared drive all must be maintained as per Sephorapedia and BOM guidelines.

Control and achieve stock variance tolerance.

Daily/weekly/monthly/ and animation/maintenance checklists are maintained.

Oversee Supplier invoices documentation.

Inventory control reports maintenance on a weekly/monthly basis.

All legal documentations must be available in store for random checks.

Organizing all the physical documents related to cash audit counting 6 months.

Coordinate with Category Managers and Supply Chain team to ensure stock levels are controlled.

Inventory and stock management procedures must be maintained accurately.

Manage a defined process in the storeroom for all returns/credits/transfers in accordance with Sephorapedia and audit guidelines.

Maintain the storeroom and the allocation of space for stock as per the BOM.

Liaise with Supply Chain to follow up on stock and deadlines whenever required.

Maintain weekly report on negative stock counts.

Ensure that core operations on SIM are organized as per business requirements and supplier invoices.

Business

Provide support to the Store Director with knowledge of the market conditions, competition, client need, etc.

Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.

Put in place action plans to boost business and maximize product performance, leveraging stock management knowledge.

Ensure Security, Cleaning team, and Contractors are aligned with Sephora guidelines.

Maintain a safe working environment for clients and team members.

Identify and analyze Key Performance Indicators such as Conversion rate, Average Basket, Market Share, etc. and propose action plans accordingly.

Contribute to all relevant business reports.

Network with other stores and head office departments and take on area responsibilities.

People

Inspire the team on business strategy, vision and relevant information through animate briefings, coaching's and trainings.

Increase the team confidence and motivation by praise and feedback for their performance. appreciate, recognize and celebrate each success.

Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the Store Director.

Ensure the team is attending training and follow up is done after the training is attended.

Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.

Ensure an addictive beauty experience through performing monthly assessments.

Facilitate team monthly meetings to analyze and discuss their performance.

Be responsible for the PCR and PIP process of the entire assigned team.

Oversee the annual leave of the team and liaise with the Store Director for final validation according to business needs.

Train existing and new team members on emergency situations (evacuation/safety).

Store Appearance

Ensure the maintenance of store, common areas and stock is as per Sephora requirement.

Ensure that the store is checked regularly and if any maintenance needed, reaction is prompt and effective.

All window installations, podiums, pop ups and animation permits must be requested and installed on time, while meeting the requirements set.

Beauty Hub screens and visuals must be updated as per Marketing team requirements.

Maintain a good relationship with all external contractor and counterparts.

Organizing the back office as per new “BOM” guidelines

Know How

Project an exceptional image and body language in accordance with the guidelines set by Sephora, to set example for the team.

Keep up-to-date on trends and products.

Know and respect the policies, procedures and guidelines.

Inspire, mentor and coach the team.

Skills & Experience Requirements:

Intermediate product knowledge.

Advanced knowledge in health and safety procedures.

Advanced knowledge in operations.

Programming knowledge and Oracle BI & SIM knowledge is a plus.

Minimum 5 to 6 years’ experience in operations.

Minimum 2 years experience in team and people management.

Bachelor’s degree.

English – Advanced level.

Arabic is a plus.

Proficient in MS office.

Knowledge of cash management principles and/or procedures.

Problem solving and decision-making abilities.

Ability to develop and manage teams and people.

Organized, structured and process oriented.

Most importantly, She/he needs to live and breathe the Sephora Culture, DNA and Employee Value propositions (EVP) with a passion for people and making a difference. She/he need to have excellent authentic communication and influencing skills and be energized by working in a fast paced, dynamic environment.

HERE, YOU WILL FIND:

Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit

Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead

Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference.

Join us and belong to something beautiful.