Position: Experience Manager

Overview

Experience Manager (EM) at Ulta Beauty leads a high‑performing team of stylists, estheticians, guest coordinators, sales managers and boutique leads to consistently deliver top‑line sales growth. The EM is accountable for guest experience, retail sales, salons, boutiques, makeup and overall guest satisfaction, including Net Promoter Score (NPS). The role focuses on performance, people and process, driving profitability through operational excellence, top‑line sales growth and expense control.

PRINCIPAL

DUTIES & RESPONSIBILITIES 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 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,…

Manager, Retail

Job Type