Experience Manager

About the role

The Experience Manager (EM) leads a high-performing team—stylists, estheticians, guest coordinators (select locations), Assistant Services Managers (select stores), Sales Managers, and boutique leads—to deliver top-line sales growth in retail and services. This leader owns every aspect of the guest experience, including salon services, boutiques, retail sales, makeup, and guest satisfaction, and is accountable for the store’s Net Promoter Score (NPS). The EM drives performance (NPS, services, boutiques, makeup, retail sales), people (guest experience and associate culture), and process (operating procedures and compliance standards).

Responsibilities

• Champion Ulta Beauty’s mission, vision, and values; model them daily.
• Promote a culture of accountability to meet or exceed store goals for services, boutiques, retail sales, guest loyalty (including credit), payroll, omni-channel, and retail shrink.
• Drive company profitability through operational excellence, top-line sales growth, and expense control.
• Leverage store forecast and payroll budgets to schedule effectively, maximize productivity, and stay within budget.
• Address underperforming metrics (services, boutiques, retail sales, services sales, loyalty, store visits, audits) using company programs, tools, and resources.
• Support direct reports in building and maintaining their clientele.
• Perform makeup applications, skincare analysis, and product demonstrations to drive sales and enhance guest service.
• Stay informed about new and existing industry trends, products, and services; educate yourself on ingredients and benefits to better serve guests.
• Maintain prompt, regular attendance and hold associates accountable to Ulta Beauty’s attendance policy.
• Attract, hire, retain, and source a diverse team of top talent for the salon and boutiques using social media and other methods.
• Build a highly engaged team that embodies the Ulta Beauty brand through collaboration, open communication, and coaching.
• Create an inclusive environment that inspires growth and engagement.
• Support professional development for managers and associates, including training, competency-based feedback, coaching, performance reviews, succession planning, and individual development plans.
• Participate in ongoing training (brand and category education) to enable continuous professional development and drive sales performance.
• Ensure direct reports participate in ongoing training for continuous development.
• Establish professional peer and brand partner relationships to collaboratively deliver on sales and service goals.
• Model a culture of teamwork and guest service excellence; work alongside the leadership team to set priorities and share best practices.
• Execute the Guest Engagement Leader program flawlessly through business ownership, associate coaching, and leading a helpful guest experience to drive business results.
• 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 the company’s scheduling tool to create and adjust schedules, manage attendance, and ensure the right associates are in the right places at the right times.
• Use the company’s task management tool to prioritize and execute store workload (product/marketing resets, pricing updates, inventory tasks, cleaning, replenishment).
• Protect company assets and minimize loss by meeting all store standards and operating procedures (workplace safety, inventory control, cash management, loss prevention).
• Execute day-to-day inventory control processes (known theft, damages, hazardous waste, inventory adjustments, product returns) 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 business trends, opportunities, events, operational challenges, merchandise needs, and competitive landscape to field and services leadership.

Qualifications

Education: Bachelor’s degree preferred. Cosmetology license and/or cosmetology management license required where mandated by state law.

Experience:

• 2–3+ years of relevant, fast-paced retail management or other relevant work experience.
• Financial management: success with driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
• Cosmetology management: advanced competency in services (sales, guest experience, product attachment); demonstrated knowledge of Board of Cosmetology regulations and hiring requirements.
• Retail management: proven ability in monitoring inventory levels, achieving operational excellence, driving a service culture, and executing merchandise directives.
• Leadership management: experience attracting, developing, and motivating top talent; swiftly adapting to change; developing collaborative relationships; and leading/influencing a team.

Skills:

• Proficient with basic technology (e.g., Point of Sale system, Microsoft Office programs, 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.

Schedule

• 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 to determine a reasonable accommodation.

About Ulta Beauty

Ulta Beauty (NASDAQ: ULTA) 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 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty’s own private label. Every store features a full-service salon with hair, skin, brow, and makeup services.