Experience Manager

About the Role

The Experience Manager (EM) leads a high-performing team to deliver top-line sales growth in retail and services, ensuring an exceptional guest experience. This role oversees stylists, estheticians, guest coordinators (select locations), Assistant Services Managers (select stores), Sales Managers, and boutique leads. The EM is accountable for all aspects of the guest experience, including salon services, boutiques, retail sales, makeup, and guest satisfaction, driving performance through Net Promoter Score (NPS), people development, and operational excellence.

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 within budget.
  • 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 drive sales and enhance guest service.
  • Stay informed about industry trends, products, and services to better serve guests.
  • Maintain regular 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 using various methods, including social media.
  • Build an engaged team that embodies the Ulta Beauty brand through collaboration, communication, and coaching.
  • Foster an inclusive environment that encourages associate growth and engagement.
  • Support professional development through training, feedback, coaching, performance reviews, and succession planning.
  • Participate in ongoing brand and category education to drive sales performance.
  • Ensure direct reports engage in continuous training and development.
  • 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 and sharing best practices.
  • 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 tools to manage attendance, optimize staffing, and provide an exceptional guest experience.
  • Prioritize and execute store workload using task management tools, including product resets, pricing updates, inventory tasks, cleaning, and replenishment.
  • Protect company assets by ensuring compliance with operational procedures, including workplace safety, inventory control, cash management, and loss prevention.
  • Execute day-to-day inventory control processes, including theft reporting and managing damages, hazardous waste, and product returns.
  • Support continuous improvement by adopting company initiatives and technology, communicating expectations, and ensuring task execution.
  • Regularly communicate business trends, opportunities, and challenges to field and services leadership.

Requirements

• 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 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 changing priorities.

Special Position Requirements

• Work a flexible, full-time schedule, including days, evenings, weekends, and holidays.
• Attend corporate business meetings and conferences as required.

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.

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 more than 25,000 products from approximately 500 well-established and emerging beauty brands, including our own private label. Every Ulta Beauty store features a full-service salon offering hair, skin, brow, and makeup services.