Experience Manager

Overview The Experience Manager (EM) leads through Ulta Beauty’s mission, vision, and values to develop a high-performing team that 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 role is accountable for all aspects of the guest experience, retail sales, and services businesses, including salon services, boutiques, retail, makeup, and guest satisfaction. The EM is responsible for Net Promoter Score (NPS) and delivering an exceptional guest experience. The role focuses on performance (NPS, services, boutiques, makeup, and retail sales), people (guest experience and associate culture), and process (operating procedures and compliance). A drive for results, passion for the beauty industry, exceptional guest service, and the ability to lead and develop a team are required. PRINCIPAL DUTIES & RESPONSIBILITIES ( Essential Job Functions ) Performance 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 scheduling needs and communicate with the GM to maximize productivity, achieve sales and payroll goals, and complete workload on time and within budget. Address underperforming metrics related to services, boutiques, retail sales, services sales, loyalty, store visits, and audits by developing strategies using company programs and resources to improve and grow these areas. 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. Stay informed about new and existing industry trends, products, and services, and be knowledgeable about ingredients and benefits to better serve guests. Maintain prompt, regular attendance and hold store associates accountable to the Ulta Beauty attendance policy. People Attract, hire, retain and source a diverse team for the salon and boutiques, addressing staffing needs and open positions. Build a highly engaged team that embodies the Ulta Beauty brand through collaboration, clear communication, prioritization of work, and coaching to drive guest loyalty. Create an inclusive environment that inspires growth and engagement of associates. Support professional development, including training, feedback, performance reviews, and succession planning to enable continuous development and drive sales performance. Participate in ongoing brand and category training to enable professional development and drive sales performance. Establish professional peer and brand partner relationships to collaboratively deliver on sales and service goals. Model a culture of teamwork and guest service excellence by leading with direction and sharing best practices. Lead the Guest Engagement Leader program through ownership, coaching, and delivering a friendly guest experience to drive results across all APGs metrics for the store. Process Be knowledgeable of and ensure compliance with Ulta Beauty’s policies, procedures, and standards, including the Infection Control Policy. Adhere to and enforce Ulta Beauty’s dress code. Use scheduling tools to create/adjust schedules, manage attendance, and allocate staff to provide an exceptional guest experience and drive service sales and growth. Use task management tools to prioritize and execute store workload, including product/marketing resets, pricing updates, and inventory-related tasks. Protect company assets and minimize loss by meeting store standards and procedures, including safety, inventory control, cash management, and loss prevention. Execute day-to-day inventory control processes and complete theft reporting as necessary. Support continuous improvement by adopting company initiatives and technology, communicating expectations, and ensuring task execution. Regularly communicate with field and services leadership on trends, opportunities, events, and competitive landscape. Job Qualifications Education Bachelor’s degree is preferred Cosmetology license and/or cosmetology management license where required by state law Experience 2-3+ years relevant, fast-paced retail management or other relevant work experience Financial management: driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses Cosmetology management: advanced competency in services, guest experience, and product attachment; knowledge of Board of Cosmetology regulations and hiring requirements Retail management: monitoring inventory levels, achieving operational excellence, driving a service culture, and executing merchandise directives Leadership management: attracting, developing, and motivating top talent; adapting to change; leading and influencing a team Skills Proficient with basic technology (POS, Microsoft Office, 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 Flexible, full-time schedule including days, evenings, weekends, and holidays Attend corporate meetings and conferences WORKING CONDITIONS Continuous mobility throughout the store during shift Frequent standing, bending, reaching, and twisting Frequent lifting up to 25 lbs Continuous coordination and manipulation of objects Frequent use of computer and phones The Company provides reasonable accommodations for associates with disabilities where needed and engages in an interactive process to determine suitability. The pay range is $30.00 - $37.00 per hour, with bonus opportunities. Full-time benefits include PTO and health/dental/vision/life/disability; part-time benefits vary. For benefits details, see Ulta’s Benefits and Career Development page. About Ulta Beauty Ulta Beauty is the largest North American beauty retailer, offering cosmetics, skincare, hair care, fragrance, and salon services with more than 25,000 products from ~500 brands. We operate full-service salons in stores and online. We will consider qualified applicants with arrest or conviction histories in a manner consistent with applicable laws. #J-18808-Ljbffr