Experience Manager

Experience Manager

The Experience Manager (EM) is responsible for leading through Ulta Beauty's mission, vision, and values in order to develop a high-performing team that consistently delivers top-line sales growth in retail and services. The EM leads a team of stylists, estheticians, guest coordinators (select locations), Assistant Services Managers (select stores), Sales Managers and boutique leads. This leader is accountable for all aspects of the guest experience, retail sales, and services businesses, including salon services, boutiques, retail sales, makeup, and guest satisfaction. The EM is accountable for Net Promoter Score (NPS) and delivering an exceptional guest experience. The EM drives their business through a focus on performance (NPS, services, boutiques, makeup, and retail sales), people (guest experience and associate culture), and process (operating procedures and compliance standards). This position requires a drive for results, a passion for the beauty industry, the ability to deliver exceptional guest service, and the ability to lead, influence, and develop their team.

Principal Duties & Responsibilities (*Essential Job Functions)

The EM is a champion of Ulta Beauty's mission, vision, and values, and should demonstrate them skillfully and consistently by performing the following duties and responsibilities of the position (as well as all other projects/duties as assigned):

• Promote a culture of accountability to meet or exceed the store's goals related to services, boutiques, retail sales, guest loyalty (including credit), payroll, omni-channel, and retail shrink as set by Ulta Beauty for the store.
• Drive company profitability through operational excellence, top-line sales growth and expense control.
• Leverage store forecast and payroll budgets to support with store scheduling needs and communicate the needs to the GM to maximize productivity, achieve sales and payroll goals, and complete workload on time, and within the payroll budget.
• Address underperforming metrics related to the store's services, boutiques, retail sales, services sales, loyalty, store visit and audit results by developing strategies using company programs, tools, and resources to improve and grow these areas of the business.
• Support direct reports in developing and maintaining their clientele.
• Perform makeup applications, skincare analysis, and product demonstrations with guests to drive sales and guest service experience.
• Take the initiative to stay informed regarding new and existing industry trends, products, and services during work time, and be knowledgeable about the ingredients and benefits of these trends, products, and services to better serve guests.
• Maintain prompt, regular attendance as the EM and hold store associates accountable to the Ulta Beauty attendance policy.

People

• Attract, hire, retain and source a diverse team of top talent for the salon and boutiques, leveraging a variety of methods including social media platforms, and efficiently address any staffing needs and open positions for the store.
• Build a highly engaged team that embodies the Ulta Beauty brand through effective collaboration, open and honest two-way communication, prioritization of work and coaching to the behaviors that will drive guest loyalty.
• Create an inclusive environment that inspires and encourages the growth and engagement of associates.
• Support all aspects of manager and associate professional development, including training, providing individualized competency-based feedback and coaching, performance reviews, succession planning, and individual development plans to enable continuous development and drive sales performance.
• Regularly participate in ongoing training, including brand and category education, to enable continuous professional development and drive sales performance.
• Ensure direct reports regularly participate in ongoing training, including brand and category education, to enable continuous professional development and drive sales performance.
• Establish professional peer and brand partner relationships that foster a shared interest in collaboratively delivering on sales and service goals.
• Model a culture of teamwork and guest service excellence by working alongside the leadership team, establishing priorities, providing clear direction and support, and sharing best practices.
• Execute the Guest Engagement Leader program flawlessly through business ownership, associate coaching, and leading a helpful and friendly guest experience to drive business results across all Annual Performance Goals (APGs) metrics for the store.

Process

• Be knowledgeable of and ensure compliance with Ulta Beauty's policies, procedures, and standards for the store, including the Infection Control Policy.
• Adhere to and enforce Ulta Beauty's dress code.
• Use the company's scheduling tool as directed to create and adjust schedules, manage attendance in-the-moment, and to schedule the right associates, in the right places, at the right times in order to provide an exceptional guest experience, support service sales and growth, reduce loss, ensure accurate schedules and reporting, and execute company directives.
• Use the company's task management tool as directed to prioritize and execute store workload, including product and marketing resets, pricing updates, inventory related tasks, cleaning, and replenishment.
• Protect company assets and minimize loss by ensuring all store standards and operating procedures are met, including workplace safety, inventory control, cash management and loss prevention.
• Execute day-to-day inventory control processes (e.g., known theft, damages, hazardous waste, inventory adjustments, product returns) and complete theft reporting as necessary.
• Support continuous improvement by influencing the adoption of company initiatives and technology, communicating expectations, and ensuring the execution of all store tasks.
• Utilize company programs, tools, and resources to drive store improvements.
• Regularly communicate and provide feedback to field and services leadership on business trends and opportunities, events, operational challenges, merchandise needs and competitive landscape for their store.

Job Qualifications

Education

• Bachelor's degree is preferred
• Cosmetology license and/or a cosmetology management license where required by state law

Experience

• 2-3+ years relevant, fast-paced retail management work experience or other relevant work experience
• Financial management: success with driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expense
• Cosmetology management: Advanced competency in services, including sales, guest experience, and product attachment; demonstrated knowledge of Board of Cosmetology regulations and hiring requirements
• Retail management: proven ability with monitoring inventory levels, achieving operational excellence, driving a service culture, and executing merchandise directives
• Leadership management: experience with attracting, developing, and motivating top talent, swiftly adapting to change and leading others through the change-curve, developing collaborative relationships with others, and leading and influencing a team

Skills

• Proficient with basic technology (e.g., Point of Sale system, Microsoft Office programs, and Apple devices)
• Excellent written and verbal communication
• Strong collaboration and interpersonal skills
• Strong organizational skills to manage multiple tasks
• Ability to react under pressure, use good judgment in ambiguous situations, and be flexible/adaptable

Special Position Requirements

• Work a flexible, full-time schedule to include days, evenings, weekends, and holidays
• Attend corporate business meetings and conferences

Working Conditions

• Continuous mobility throughout the store during shift
• Frequent standing, bending, reaching, and twisting during shift
• Frequent lifting and/or moving up to 25 lbs. during shift
• Continuous coordination and manipulation of objects during shift
• Frequent use of a computer, telephonic devices, and related office supplies

If an associate has a disability that prevents them from performing an essential function of the job, the Company will engage in the interactive process with the associate to determine whether there is a reasonable accommodation that will enable the associate to perform the essential functions of the job.