Experience Manager

About the role

At Ulta Beauty, the Experience Manager (EM) leads with the company’s mission, vision, and values to build a high-performing team that consistently drives top-line sales growth in retail and services. The EM oversees stylists, estheticians, guest coordinators (in select locations), Assistant Services Managers (in select stores), Sales Managers, and boutique leads, and 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 responsible for Net Promoter Score (NPS) and delivering an exceptional guest experience, while focusing on performance, people, and process.

Responsibilities

• Performance: Promote a culture of accountability to meet or exceed store goals for services, boutiques, retail sales, guest loyalty (including credit), omni-channel, and retail shrink. Drive profitability through operational excellence, top-line sales growth, and expense control. Leverage store forecast and payroll budgets to maximize productivity and achieve sales and payroll goals. Address underperforming metrics by developing strategies using company programs, tools, and resources. Support direct reports in developing and maintaining their clientele. Perform makeup applications, skincare analysis, and product demonstrations to drive sales and guest service experience. Stay informed about industry trends, products, and services to better serve guests. Maintain prompt, regular attendance and hold store associates accountable to Ulta Beauty’s attendance policy.
• People: Attract, hire, retain, and source a diverse team of top talent for the salon and boutiques using methods such as social media platforms. Build a highly engaged team that embodies the Ulta Beauty brand through effective collaboration, open communication, prioritization of work, and coaching to drive guest loyalty. Create an inclusive environment that inspires associate growth and engagement. Support manager and associate professional development, including training, feedback, performance reviews, succession planning, and individual development plans. Ensure ongoing training, including brand and category education, for direct reports and self. 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 working alongside the leadership team, providing clear direction, and sharing best practices. Execute the Guest Engagement Leader program through business ownership, associate coaching, and leading a helpful and friendly guest experience to drive business results.
• Process: Ensure compliance with Ulta Beauty’s policies, procedures, and standards, including the Infection Control Policy. Adhere to and enforce the company’s dress code. Use the company’s scheduling tool to create and adjust schedules, manage attendance, and schedule associates to provide an exceptional guest experience and support service sales growth. Use the company’s task management tool to prioritize and execute store workload, including product and marketing resets, pricing updates, inventory 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 and complete theft reporting as necessary. Support continuous improvement by influencing the adoption of company initiatives and technology, communicating expectations, and ensuring 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, opportunities, events, operational challenges, merchandise needs, and competitive landscape.

Qualifications

• Education: Bachelor’s degree is preferred.
• Experience: 2–3+ years of relevant, fast-paced retail management work experience or other relevant work experience. Financial management: success 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 attracting, developing, and motivating top talent; adapting to change; leading others through change; developing collaborative relationships; 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.

Pay

The pay range for this position is $33.00 – $40.00 per hour, with the opportunity for eligible associates to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to, relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs.

Benefits

Full-time positions are eligible for paid time off, health, dental, vision, life, and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits.