Service Experience Manager - Ft Manager

Services Manager

JOB TITLE: Services Manager (SM)

REPORTS TO: General Manager (GM)

DATE: XXXX 2020

GENERAL SUMMARY & SCOPE

The Services Manager (SM) is responsible for leading through Ulta Beauty’s mission, vision, and values in order to develop a high-performing team that consistently delivers sales growth in retail and services.
The SM leads a team of stylists, estheticians and boutique leads and is accountable for all aspects of the services business, including services, boutiques, makeup, skincare, fragrance, pro hair and PCA merchandise sales, events, guest satisfaction, and operational excellence. This leader drives their business through a focus on performance (services, boutiques, makeup, skincare, fragrance, pro hair and PCA merchandise sales and in-store events), people (guest experience and associate culture), and process (operating procedures and compliance standards). This position requires a drive for results, a passion for the beauty industry, the ability to deliver exceptional guest service and to lead a team of retail and service professionals.

PRINCIPAL DUTIES & RESPONSIBILITIES (*Essential Job Functions)
The SM is a champion of Ulta Beauty’s mission, vision, and values, and should demonstrate them skillfully and consistently through the following (as well as all other projects/duties as assigned):

Performance

• Meet or exceed goals expectations related to services, boutiques, makeup, skincare, fragrance, pro hair and PCA merchandise sales and service sales - sales and operational excellence.

• Promote a culture of accountability to meet or exceed the store’s goals related to services, boutiques, makeup, skincare, fragrance, pro hair and PCA merchandise sales, guest loyalty

(including credit), payroll, retail shrink and omni-channel initiatives. Drive company profitability through operational excellence, top-line sales growth and expense control

• Plan and execute events that deliver an unrivaled guest experience, drive brand partner collaboration and deliver on sales and payroll goals.

• Review and interpret financial and operational reporting regularly, including service visit and audit results.

• Identify underperforming metrics and develop strategies using company programs, tools, and resources to improve and grow the business.

• Maintain prompt, regular attendance

People

• Attract, hire, and retain a diverse team of top talent.

• Build a highly engaged team that embodies the Ulta Beauty brand through effective collaboration, open and honest two-way communication, prioritization of work and coaching to the behaviors that will drive guest loyalty.

• Train, coach, and develop direct reports using company programs, tools, and resources.

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• Create an inclusive environment that inspires and encourages the growth and engagement of associates.

• Support all aspects of associate and services professional development, including attendance at all required training, coaching, succession planning, counseling and individual development plans.

• Establish professional peer and brand partner relationships that foster a shared interest in collaboratively delivering on sales and service goals.

• Promote a culture of service excellence amongst the leadership team by sharing best practices, establishing priorities and providing support.

• Execute the Guest Experience Manager program flawlessly through business ownership, associate coaching and leading the guest experience to drive business results.

Process

• Be knowledgeable of, and ensure compliance with Ulta Beauty policies, procedures, standards, and compliance to the Infection Control Policy.

• Use the company’s scheduling tool as directed to create and adjust schedules, manage attendance in-the-moment and ensure accurate schedules and reporting

• Manage attendance and scheduling daily to maintain staffing levels to support service sales growth.

• Manage service and boutique supply inventory and ordering process, ensuring allocated budget is adhered to and necessary products for services are on hand

• Use the company’s task management tool as directed to prioritize and execute store workload, including product and marketing resets, pricing updates, inventory related tasks, cleaning, and replenishment.

• Protect company assets and minimize loss by ensuring all store standards and operating procedures are met, including workplace safety, inventory control, and loss prevention.

• Support continuous improvement by influencing the adoption of company initiatives and technology, communicating expectations, and ensuring the execution of all store tasks

• Regularly communicate and provide feedback to field leadership, including the business market trainer and services district leader, on business trends and opportunities, events, operational challenges, merchandise needs and competitive landscape.

• Own and react to all company communication

JOB REQUIREMENTS

Education

• Bachelor’s degree preferred or Cosmetology license (where required by the state)

Experience

• 3 – 5+ years relevant, fast-paced retail management work experience or other relevant work experience

• Financial management: success with driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expense

• Advanced competency in services, including sales, guest experience and product attachment

• Demonstrated knowledge of board of cosmetology regulations and hiring requirements

• Leadership management: experience with attracting, developing, and motivating top talent, swiftly adapting to change and leading others through the change-curve, developing collaborative relationships with others, and leading and influencing

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• Retail management: proven ability with monitoring inventory levels, achieving operational excellence, driving a service culture and executing merchandise directives.

Skills

• Proficient with basic technology (e.g., POS system, Microsoft Office programs, and Apple devices)

• Strong collaboration and interpersonal skills

• Strong organizational skills to manage multiple tasks with moving parts

• Ability to react under pressure, use good judgment in ambiguous situations, and be flexible/adaptable

• Ability to manage multiple projects at once while maintaining superior results

Special Position Requirements

• Cosmetology license (where required by the state) and 2 years management experience, cosmetology management license (where required by state law)

• Work a flexible, full-time schedule to include days, evenings, weekends, and holidays

• Attend offsite meetings (may require overnight travel)

States with SM States with NO SM
Requirement Requirement

Alaska, Connecticut- Alabama, Arizona, Arkansas,
Quinnipiack Valley only , California, Colorado,
Delaware, Hawaii, Iowa, Connecticut(except Quinnipiack
Indiana, Kentucky, Louisiana, Valley), Florida, Georgia, Idaho,
Massachusetts, Minnesota, Illinois, Kansas, Maine, Maryland,
Mississippi, Nevada, New Michigan, Missouri, Montana,
Hampshire, New Jersey, North Nebraska, New York, North
Dakota, New Mexico, Rhode Carolina, Ohio, Oklahoma, Oregon,
Island, South Carolina, Pennsylvania, South Dakota, Texas,
Tennessee, Vermont, Utah, Virginia, Washington, West
Wisconsin Virginia, Wyoming

Working Conditions

• Continuous mobility throughout the store on a daily basis

• Lift and/or move up to 50 lbs. on a daily basis

• Stoop, kneel, and crouch on a daily basis

• Climb a ladder and maintain balance on a daily basis

DISCLAIMER – The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

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Job Type: Full-time

Pay: From $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Every weekend
• Monday to Friday
• Rotating weekends
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Supervising Experience: 2 years (Preferred)
• Customer Service: 2 years (Preferred)

Ability to Relocate:

• Colorado Springs, CO 80920: Relocate before starting work (Required)

Work Location: In person