Shop Manager

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Employment: Full Time

Who we are

We are a leading partner for luxury across the Middle East. With more than 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by offering service excellence to our partners and delighting all our customers. We are moving fast from a traditional distributor and retailer for luxury in the Middle East, to a hybrid retailer bringing luxury experiences to the fingertips of customers everywhere.

On behalf of Sephora, our Joint Venture Partner, we are looking for a talented Shop Manager in Oman!

As Shop Manager, you will be responsible for the customer journey, services and operational service management within the store
Responsible to lead, support, coach, and translating the service vision and plans into tangible actions enabling store leaders and store teas to reach and exceed their service targets.
Build, develop and implement store service plans to maximize sales and KPIs performance.

Our Manifesto at Sephora, we stand together, and we stand for something more. For empowerment, for exploration, for the opportunity to impact people's lives through the unlimited power of beauty. We embrace uniqueness, unleash creativity, and pursue progress every day. Sparked by energy and excitement, our passion is contagious. We are united by a common goal - to reimagine the future of beauty.

Reimagine your future, with Sephora.

Key Accountabilities

Client Experience

- Embody Sephora Attitude and set an example in front of the team.
- Provide support to the team in difficult situations ensuring client's satisfaction.
- Provide extensive coaching and training to assist the team in meeting all commercial and operational KPI's.
- Take over floor leadership segments and ensure the floor is always managed and covered.
- Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.
- Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.
- Inspire the team to use digital tools to deliver a customized service.
- Work in partnership with the Supervisor and coach the team to offer our Beauty Services to maximize client satisfaction.
- Provide support for the Area Manager in analyzing results and proposing action plans to enhance client experience.
- Maintain and enforcing quality customer service and resolve customer service complaints.

- Inspire the team in achieving commercial and operational KPI's and create improvement plans to drive them.
- Reinforce sales policies and techniques established at the Sephora University with all team members.
- Balance and drive the sales target among selective, exclusive and Sephora Collection.
- Achieve the desired market share for services.
- Ensure achievements by hour are shared with colleagues and are an active part of animating the floor and motivating the team.
- Create disruptive internal competitions to motivate the team and boost the achievements.
- analyzing the results achieved during the shift/floor leadership segment and create action plans during the day to achieve set target.

- Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
- Contribute to the store projection of an excellent image through cleanliness and product restocking.
- Enforce the team to apply and follow established policies and procedures regarding store operations.
- Accurately monitor stock availability and report low stock to Head Office to avoid OOS situations.
- Propose podium order and track daily performance.
- Drive all operational KPIs and create improvement plans for each.
- Align with Category Departments on Shelving plans, novelties, brand relocations, gird changes etc... and communicate to your assigned team.

- Provide support to the Area Manager with knowledge of the market conditions, competition, client needs, etc.
- Analyze all relevant KPIs and propose action plans for improvement.
- Develop and propose short- and long-term strategies to drive top and bottom line/brands sales.
- Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.
- Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.
- Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training, and monthly trends.
- Plan, implement and oversee in-store promotional events or displays.
- Following trends and perform market visits and analyses to understand the local market and work to determine business growth opportunities.
- Ensure all Business reports are completed efficiently when required.


- Motivate and develop the team through daily coaching / observations.
- Communicate and inspire the team on business strategy, vision and relevant information through animate briefings, coaching's, and trainings.
- Increase the team confidence and motivation by praise and feedback for their performance.
- Identify, engage in recruiting, and develop talents and secure succession plans in collaboration with the Area Manager.
- Ensure the team is attending training and follow up is done after the training is attended.
- Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member.
- Ensure an addictive beauty experience through performing monthly assessments.
- Facilitate team monthly meetings to analyze and discuss their performance.
- Be responsible for the PCR and PIP process of the entire assigned team.
- Oversee the annual leave of the team and liaise with the Area Manager for final validation according to business needs.

Know How
- Project an exceptional image and body language in accordance with the guidelines set by Sephora.
- Keep up to date on trends and products.
- Inspire, mentor and coach the team.
- Transfer knowledge and create a highly performing culture in the store.


Internal Relationships
- Store team (Supervisor, Beauty Consultants), and Head office team.

External Relationships
- Suppliers, Brand promoters/managers/trainers, Security, Cleaning team.

Job Holder Profile

Training Knowledge
- Advanced Product Knowledge.
- Intermediate knowledge on health and safety procedures.

- Proven successful role in managing.
- Minimum 4 to 5 years' experience in store management.

- English - advanced level
- Arabic is a plus

What we can offer you

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or through internal mobility. Our Group offers diverse career paths for those who are extraordinary, every day.

We recognise the value that you bring, and we strive to provide a competitive benefits package which includes health care, child education contribution, remote and flexible working policies as well as exclusive employee discounts


The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the group's success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Group's competitive edge in today's market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.

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