Experience Manager

About the Role

The Experience Manager (EM) leads a high-performing team to deliver top-line sales growth in retail and services, driving an exceptional guest experience across salon services, boutiques, makeup, and retail sales. This role is accountable for Net Promoter Score (NPS) and all aspects of the guest experience, focusing on performance, people, and process to achieve business goals.

Responsibilities

• Performance:
  • Promote a culture of accountability to meet or exceed store goals for services, boutiques, retail sales, guest loyalty, payroll, omni-channel, and retail shrink.
  • Drive profitability through operational excellence, top-line sales growth, and expense control.
  • Leverage store forecasts and payroll budgets to optimize scheduling, productivity, and workload completion.
  • Address underperforming metrics by developing improvement strategies using company tools and resources.
  • Support direct reports in building and maintaining their clientele.
  • Perform makeup applications, skincare analysis, and product demonstrations to enhance guest experience and drive sales.
  • Stay informed about industry trends, products, and services to better serve guests.
  • Maintain prompt attendance and hold associates accountable to Ulta Beauty’s attendance policy.
• People:
  • Attract, hire, and retain a diverse team of top talent for the salon and boutiques, addressing staffing needs efficiently.
  • Build an engaged team that embodies the Ulta Beauty brand through collaboration, communication, and coaching.
  • Create an inclusive environment that encourages associate growth and engagement.
  • Support professional development through training, feedback, coaching, performance reviews, and succession planning.
  • Ensure direct reports participate in ongoing brand and category education to drive sales performance.
  • Establish professional relationships with peers and brand partners to collaboratively meet sales and service goals.
  • Model teamwork and guest service excellence by working alongside the leadership team.
  • Execute the Guest Engagement Leader program to drive business results across all Annual Performance Goals (APGs).
• Process:
  • 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 and task management tools to prioritize workload, manage attendance, and execute store tasks (e.g., resets, pricing updates, inventory, cleaning, and replenishment).
  • Protect company assets and minimize loss by meeting store standards for workplace safety, inventory control, cash management, and loss prevention.
  • Execute day-to-day inventory control processes, including theft reporting and handling damages, hazardous waste, and product returns.
  • Support continuous improvement by adopting company initiatives and technology, communicating expectations, and ensuring task execution.
  • Communicate business trends, opportunities, operational challenges, and competitive insights to field and services leadership.

Requirements

• Education:
  • Bachelor’s degree preferred.
  • Cosmetology license and/or cosmetology management license where required by state law.
• Experience:
  • 2-3+ years of relevant, fast-paced retail management experience or equivalent.
  • Proven success in financial management, including driving top-line sales, interpreting data, managing payroll budgets, and controlling expenses.
  • Advanced competency in cosmetology management, including sales, guest experience, product attachment, and knowledge of Board of Cosmetology regulations.
  • Retail management experience, including monitoring inventory, achieving operational excellence, driving a service culture, and executing merchandise directives.
  • Leadership experience in attracting, developing, and motivating top talent, adapting to change, and fostering collaborative relationships.
• Skills:
  • Proficient with basic technology (e.g., Point of Sale systems, Microsoft Office, Apple devices).
  • Excellent written and verbal communication skills.
  • Strong collaboration and interpersonal skills.
  • Strong organizational skills to manage multiple tasks.
  • Ability to react under pressure, use good judgment in ambiguous situations, and adapt to change.

Special Position Requirements

• Work a flexible, full-time schedule, including 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.
• Frequent lifting and/or moving up to 25 lbs.
• Continuous coordination and manipulation of objects.
• Frequent use of computers, 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 to determine a reasonable accommodation.

About Ulta Beauty

Ulta Beauty (NASDAQ: ULTA) is the largest North American beauty retailer and a premier destination for cosmetics, fragrance, skincare, haircare, and salon services. We offer over 25,000 products from approximately 500 brands, including our own private label, and feature a full-service salon in every store. Ulta Beauty is committed to considering all qualified applicants, including those with arrest or conviction records, in a manner consistent with applicable state and local laws.