Senior Manager, Selling & Services

Job Type: Full Time
Function: Retail Operations
Address: 160 Bloor Street East, 11th Floor, Toronto, ON
Working Model: Hybrid

At Sephora Canada, we're passionate about finding and sharing beauty in the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind for every Canadian. We find beauty in our communities, in our differences, our experiences, and in the spirit of our employees.

ABOUT THE ROLE:

Are you driven by a passion for delivering exceptional client experiences? Step into the role of Senior Manager, Selling & Services, where you'll lead initiatives that elevate sales, beauty services, and the client journey across all Sephora Canada stores. In this role, you'll collaborate closely with cross-functional teams to create and execute a seamless, client-centered strategy that keeps the client experience front and center throughout the organization. If you're ready to make a meaningful impact and bring our client experience to the next level, we'd love to hear from you!

WHAT YOU'LL DO:

Retail Focus & Selling Strategy - 35%

• Develop the overall strategy for the Retail Focus in stores (Daily Training, Store Objectives, Client Experience Leader Program, & Stage Operations)

• Oversee and analyze the Productivity Program and Beauty Advisor sales per labor hour, while designing and implementing performance-boosting strategies through targeted program rollouts, training, and coaching initiatives

• Work closely with the Director of Store Experiences & Events and the Regional Leadership Team to craft impactful strategies that boost store conversion and sales, while actively monitoring and analyzing Store Sales & KPIs to drive continuous improvement

• Partner with the Workload and Communications Team to create strategies on scheduling and zoning to drive sales through conversion

• Collaborate with Regional Leadership Team on Team Engagement and Incentives Strategy, ensuring the Engagement and Incentives Calendar is aligned with the Seasonal Planning Calendar and Retail Focus

• Own the Client Experience Leader Program (CEL) and develop and maintain strategies to drive the sales culture through the CEL and Stage Operations role

• Collaborate with leadership on action plans for improving the client experience through the Sales Model

• Partner with the Director of Talent and Training and the Pro Artist to build Sales Model and Beauty Services Training Strategies that drive Beauty Advisor Engagement

• Foster a strong partnership with the US Field Support Centre to explore and implement strategies and opportunities that drive sales growth

Retail Services & Client Insights - 35%

• Identify opportunities to enhance the retail experience by testing new pilots and programs within retail

• Evaluate the impact of new innovations by analyzing performance data and offering strategic recommendations to optimize the rollout process

• Develop a comprehensive retail services strategy across Makeup, Skincare, Haircare, and Fragrance—identifying new market opportunities, adapting successful US strategies, and enhancing the existing services menu for maximum impact

• Lead and forecast the Retail Services P&L, focusing on Sales, Margin, and Shop Profit. Develop targeted strategies to drive revenue and profitability while effectively managing and optimizing expenses

• Collaborate with Retail Marketing to plan, prioritize, and implement impactful service initiatives across OOH Media, Promotions, and Events, ensuring seamless alignment and maximum reach

• Work closely with the Services & Store Experience Team to navigate and collaborate with provincial and municipal governing bodies, ensuring compliance with current legislation for the Personal Services Sector

• Lead the Medallia Client Survey process by designing insightful survey questions, owning vendor relationships, and analyzing performance. Collaborate with the Manager of Selling & Client Engagement to deliver actionable recommendations and insights to both the field and FSC teams

• Analyze MBA studies to identify insights and gaps, then collaborate with Marketing to develop strategies that enhance NPS and drive continuous improvement

Store Visits - 15%

• Conduct store visits with the Director of Store Experiences & Events and Regional Leadership Team

• Partner with Field Leadership to uncover root causes and craft impactful strategies to drive Sales, boost Conversion, and improve Net Promoter Scores

• Collect and act on valuable insights from our stores to shape strategies that boost sales, enhance conversion, and elevate the client experience

Other - 15%

• Work closely with Store Digital and Canada Retail Operations on all Store Digital Tools, representing Canada's unique needs in cross-functional meetings to ensure alignment and a tailored approach

• Partner with DotCA to identify and capitalize on omni-channel sales opportunities while developing strategies that ensure stores are fully engaged and aligned with all initiatives

• Support the Director, Store Experiences & Events as required with Ad-Hoc analysis and projects that support client experience

WHAT YOU'LL BRING:

• 5+ years of experience in a Leadership role within Retail Operations, Training/Development or Business Development

• Strategic thinker and solutions-based individual in all programs related to the Client Experience

• Exceptional interpersonal skills with a proven ability to build strong relationships and motivate individuals across all business areas

• Strong ability to challenge the status quo and think creatively to drive future growth and innovation

• You love solving problems and giving meaning to data - gathering and interpreting data and trends to make business recommendations and develop strategies to continuously exceed client needs

• You are tech-savvy and have advanced proficiency in Microsoft Excel, Word, and PowerPoint

• You are adaptable, thrive in a fast-paced environment, and relish in working collaboratively with cross-functional teams

• You take pride in upholding top-notch standards while bringing a sense of urgency and excitement

• You're game for travel! - up to 30% travel required

WHY YOU'LL LOVE WORKING HERE:

• You'll be part of a unique culture and family of passionate and inspiring individuals.
• You'll work alongside the best talent in the industry - people you'll be proud to work with.
• You'll have access to the global community of luxury group LVMH (Louis Vuitton Moët Hennessy) for endless career opportunities.
• You'll have the opportunity to support causes through our Gift of Giving Program (matched donations through Benevity), donations of funds for volunteer time and offering and much more.
• Benefits you can mix and match, depending on your needs.
• Employee Assistance Program services for those times you need extra support.
• Access to our Well-Being@Sephora program to support your mental, financial, physical, and social well-being
• Holidays, time off, Summer Friday hours and flexibility to support work-life balance.
• And of course, there's our incredible swag - free product gifts throughout the year and tons of discounts with our brand partners.

Sephora Canada strongly believes in equal opportunity when it comes to employment and advancement. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can belong, grow, and build a beautiful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and/or any other diversity dimensions. Requests for accommodation due to a disability (visible or otherwise), other protected characteristics or other reasonable circumstances can be made at any stage of the recruitment process and during employment by contacting our People team.