Experience Manager

About the role

At Ulta Beauty, the Experience Manager (EM) leads a high-performing team to deliver top-line sales growth in retail and services while championing the company’s mission, vision, and values. The EM oversees stylists, estheticians, guest coordinators, assistant services managers, sales managers, and boutique leads, ensuring an exceptional guest experience across salon services, boutiques, retail sales, makeup, and guest satisfaction. Accountable for Net Promoter Score (NPS) and business performance, the EM drives results through a focus 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), payroll, 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, achieve sales and payroll goals, and complete workload on time and within budget.
  • 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, including ingredients and benefits.
  • Maintain prompt, regular attendance and hold associates accountable to Ulta Beauty’s attendance policy.
• People:
  • Attract, hire, retain, and source a diverse team for the salon and boutiques using various methods, including social media.
  • Build a highly engaged team that embodies the Ulta Beauty brand through collaboration, communication, and coaching.
  • 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 direct reports participate in ongoing training, including brand and category education.
  • 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 with the leadership team, establishing priorities, and sharing best practices.
  • Execute the Guest Engagement Leader program through business ownership, associate coaching, and leading a helpful and friendly guest experience.
• 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 the company’s scheduling tool to create and adjust schedules, manage attendance, and optimize associate placement.
  • 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 store standards and operating procedures are met, including workplace safety, inventory control, cash management, and loss prevention.
  • Execute day-to-day inventory control processes (e.g., 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.
  • Regularly communicate and provide feedback to field and services leadership on business trends, operational challenges, merchandise needs, and competitive landscape.

Qualifications

• Education: Bachelor’s degree preferred.
• Experience:
  • 2–3+ years of relevant, fast-paced retail management experience.
  • Financial management: success driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
  • Cosmetology management: advanced competency in services, including sales, guest experience, and product attachment; knowledge of Board of Cosmetology regulations and hiring requirements where required by state law.
  • Retail management: proven ability 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 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 to determine whether a reasonable accommodation can be provided.