Ulta Beauty
Overview
Experience Manager (EM) is responsible for leading 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 (in select locations), Assistant Services Managers (in 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 focuses 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 the team.
Responsibilities
Promote a culture of accountability to meet or exceed store goals related to services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink as set by Ulta Beauty.
Drive 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 General Manager to maximize productivity, achieve sales and payroll goals, and complete workload on time within the payroll budget.
Address underperforming metrics related to services, boutiques, retail sales, services sales, loyalty, store visits and audit results by developing strategies using company programs and resources.
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 as the EM and hold store associates accountable to Ulta Beauty attendance policy.
People
Attract, hire, retain and source a diverse team for the salon and boutiques, addressing staffing needs and open positions for the store.
Build a highly engaged team through collaboration, communication, prioritization of work, and coaching to drive guest loyalty.
Create an inclusive environment that inspires growth and engagement of associates.
Support development of managers and associates, including training, feedback, performance reviews, succession planning, and development plans to enable continuous development and drive sales.
Participate in ongoing 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 teamwork and guest service excellence by leading with clear direction and sharing best practices.
Execute the Guest Engagement Leader program to drive business results across all Annual Performance Goals (APGs) metrics for the store.
Process
Ensure compliance with Ulta Beauty’s policies, procedures, and standards, including Infection Control Policy.
Adhere to Ulta Beauty’s dress code.
Use scheduling tools to create and adjust schedules, manage attendance, and deploy the right associates where needed to support service sales and growth.
Use task management tools to prioritize store workload and complete tasks such as product and marketing resets, pricing updates, inventory-related tasks, cleaning, and replenishment.
Protect assets and minimize loss by meeting store standards and procedures, including safety, inventory control, cash management, and loss prevention.
Manage day-to-day inventory controls and theft reporting as necessary.
Support continuous improvement by adopting company initiatives and technology, communicating expectations, and ensuring task execution.
Communicate feedback on business trends, events, operational challenges, merchandise needs, and competitive landscape to field and services leadership.
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 experience or equivalent
Financial management: driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses
Cosmetology management: advanced competence in services, guest experience, and product attachment; knowledge of Board of Cosmetology regulations
Retail management: inventory monitoring, operational excellence, service culture, and merchandise directives
Leadership: attracting, developing, and motivating top talent; adapting to change; building collaborative relationships; 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 handle pressure, exercise good judgment in ambiguity, and be flexible
Special Position Requirements
Work a 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
Frequent use of computer and phone
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 to determine reasonable accommodations.
About Ulta Beauty Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care, hair care, and salon services. We offer more than 25,000 products from approximately 500 brands, including Ulta Beauty’s own private label. We also operate full-service salons in stores. We will consider all qualified applicants, including those with arrest records or other criminal histories, in compliance with applicable state and local laws.
Seniority level: Not Applicable
Employment type: Full-time
Job function: Business Development and Sales
Industries: Consumer Services, Personal Care Product Manufacturing, and Retail
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Responsibilities
Promote a culture of accountability to meet or exceed store goals related to services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink as set by Ulta Beauty.
Drive 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 General Manager to maximize productivity, achieve sales and payroll goals, and complete workload on time within the payroll budget.
Address underperforming metrics related to services, boutiques, retail sales, services sales, loyalty, store visits and audit results by developing strategies using company programs and resources.
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 as the EM and hold store associates accountable to Ulta Beauty attendance policy.
People
Attract, hire, retain and source a diverse team for the salon and boutiques, addressing staffing needs and open positions for the store.
Build a highly engaged team through collaboration, communication, prioritization of work, and coaching to drive guest loyalty.
Create an inclusive environment that inspires growth and engagement of associates.
Support development of managers and associates, including training, feedback, performance reviews, succession planning, and development plans to enable continuous development and drive sales.
Participate in ongoing 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 teamwork and guest service excellence by leading with clear direction and sharing best practices.
Execute the Guest Engagement Leader program to drive business results across all Annual Performance Goals (APGs) metrics for the store.
Process
Ensure compliance with Ulta Beauty’s policies, procedures, and standards, including Infection Control Policy.
Adhere to Ulta Beauty’s dress code.
Use scheduling tools to create and adjust schedules, manage attendance, and deploy the right associates where needed to support service sales and growth.
Use task management tools to prioritize store workload and complete tasks such as product and marketing resets, pricing updates, inventory-related tasks, cleaning, and replenishment.
Protect assets and minimize loss by meeting store standards and procedures, including safety, inventory control, cash management, and loss prevention.
Manage day-to-day inventory controls and theft reporting as necessary.
Support continuous improvement by adopting company initiatives and technology, communicating expectations, and ensuring task execution.
Communicate feedback on business trends, events, operational challenges, merchandise needs, and competitive landscape to field and services leadership.
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 experience or equivalent
Financial management: driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses
Cosmetology management: advanced competence in services, guest experience, and product attachment; knowledge of Board of Cosmetology regulations
Retail management: inventory monitoring, operational excellence, service culture, and merchandise directives
Leadership: attracting, developing, and motivating top talent; adapting to change; building collaborative relationships; 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 handle pressure, exercise good judgment in ambiguity, and be flexible
Special Position Requirements
Work a 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
Frequent use of computer and phone
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 to determine reasonable accommodations.
About Ulta Beauty Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care, hair care, and salon services. We offer more than 25,000 products from approximately 500 brands, including Ulta Beauty’s own private label. We also operate full-service salons in stores. We will consider all qualified applicants, including those with arrest records or other criminal histories, in compliance with applicable state and local laws.
Seniority level: Not Applicable
Employment type: Full-time
Job function: Business Development and Sales
Industries: Consumer Services, Personal Care Product Manufacturing, and Retail
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