Head of Retail, ANZ

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Sephora SEA's omni channel business spans over 8 countries (Australia, India, Indonesia, Malaysia, New Zealand, the Philippines, Singapore and Thailand) with 100+ stores and boasts some global flagships such as ION and Raffles City in Singapore, F88 in Kuala Lumpur and Pitt Street in Sydney. Sephora SEA is experiencing rapid growth in the region with new store openings and business channels (i.e., Click and collect and marketplace).

Head of Retail, Sephora ANZ

The Head of Retail ANZ reports to the General Manager of Sephora ANZ and has full responsibility for the success and growth of the Retail stores within the business. As Head of Retail ANZ, you will be expected to drive commercial targets and increase store conversion rates by elevating client experience in stores. As a strong advocate for Retail, the Head of Retail will lead and develop a diverse retail teams across multiple stores in ANZ, providing coaching and development of District Managers and the Retail Operations & Loss Prevention teams. Through building effective relationships with key stakeholders in the business, such as Marketing, Merchandising, Supply Chain, Finance, and HR, and respective regional counterparts, the Head of Retail will drive in-store results to achieve business success.

You will shine here if you enjoy…

Sales

• Oversee our stores, mentor and direct strategies for success to drive sales
• Develop sound strategies with insightful analysis of customers' behaviours, competitive landscape, competitors' offerings and market trends to increase market share
• Evaluate data related to sales, promotions, competitors, and client feedback, to achieve stretched targets and driving business growth
• Prepare and present regular financial reports and forecasts, analyzing business trends and key performance indicators, including client experience metrics and sales performance and providing insights to management
• KPI: Achieve sales targets, revenue growth, and profitability goals for all retail stores, including payroll targets
• KPI: Increase/protect market share

Client Experience

• Ensure a good positioning of competitive services for each store with a good understanding of the Clients' profiles and engagement for all tiers of Sephora members
• Champion client-centric culture with strong floor management and adoption of digital tools in every store to exceed customer's shopping experience and to build loyalty
• Optimise store layout to facilitate enhanced shopping experiences for customers while maximising sales
• KPI: Drive conversion rate with focus on elevating client experience
• KPI: Drive Love Meter scores

People Leadership

• Develop and implement strategies to build a robust succession bench for Store Leaders, utilizing OMR and targeted talent development programs
• Collaborate with HR to design and implement incentive programs aimed at driving sales performance and motivating retail teams
• Be a strong advocate for training programs to enhance employee skills, and to ensure that they are well implemented and monitored in the stores to improve employee performance
• Dedicate time in the stores to coach and develop the retail cast to support their growth and cast career path development
• Increase employee loyalty by supporting professional development opportunities and recognising outstanding performance to retain talents
• Effectively manage, train, develop and retain a diverse high performing retail team centred around our Sephora Purpose and Values, ensuring high levels of employee satisfaction
• Collaborate with teams across functions to develop and implement cross-functional strategy for stores
• KPI: Retention rate, Employee Satisfaction score

Operational Excellence

• Oversee and manage sales budgets as well as the P&L for each store alongside the Retail Operations Manager and Store Leaders, factoring in payroll, rostering, shop expenses and other investments in client experience enhancements
• Ensure visual merchandising and space planning within stores adhere to regional guidelines, maintaining brand consistency and maximizing sales potential
• Work directly with the Retail Operations Manager to ensure store processes and procedures are embedded into the organisation
• Enforce adherence to store operations manuals, ensuring consistent execution of processes and procedures across all locations
• Encourage a platform of continuous feedback and communication between Head Office and the Store Teams
• Continuously refine operational processes to support business needs and growth without compromising quality or client experience
• Implement loss prevention strategies and ensure compliance to prevent shrinkage
• Enhance back-of-house efficiency by maximizing storage capacity while prioritizing the health and safety of the retail team and ensuring a comfortable and conducive break area
• KPI: Ensure compliance to LVMH Code of Conduct and Sephora policies and procedures

Store Network Optimisation

• Collaborate with the General Manager and regional team to play a pivotal role in expansion of store network and new stores opening across the market
• Maintain good relations with landlords
• KPI: Achievement of new store opening plan and management of existing store network

We would love to hear from you if you are/have…

• Professional experience of more than 10 years in the retail industry with a proven track record of enhancing client experience and driving conversion rates
• Possess strong retail tenacity and commercial skills, good attention to detail, and an unwavering client-centric mindset
• Demonstrated leadership to achieve sales and profitability
• Comfortable with financial aspects (budget, daily store figures, etc.), understanding the impact of client experience investments on financial performance
• Strong management skills and agility to lead, motivate, and inspire in a rapidly changing environment
• Operations-minded and hands-on. Ready to spend time in stores to help the store team solve issues, motivate them, and ensure a positive client experience
• Strategic thinking, with the ability to develop and implement retail strategies
• Strong negotiation and influencing skills, with the ability to build consensus across multi-functional teams
• Strong analytical and decision-making skills set, utilizing client feedback and data to make informed decisions

Here, you will find:

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
• Work that brings fulfilment, from delighting clients every day, to inspiring our industry at large, every action makes a difference

It is in the Sephora DNA to champion a world of inspiration and inclusion where everyone can celebrate their beauty. You can be yourself, because you are what sets us apart. Join us and belong to something beautiful.

Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.