Experience Manager

Ulta Beauty, listed on NASDAQ as ULTA, is the largest beauty retailer in North America and a premier destination for cosmetics, fragrance, skincare, haircare products, and salon services. Ulta Beauty offers a diverse and extensive selection of more than 25,000 products from around 500 well-known and emerging beauty brands, spanning all price points and categories, including its private label. The company operates both physical stores, each featuring a full-service salon providing hair, skin, brow, and makeup services, and an online presence, enabling customers to access the brand's offerings conveniently.

Ulta Beauty is a company built on the power of beauty, striving to transform the world one shade, lash, and cut at a time by creating exhilarating buying and service experiences for true beauty enthusiasts. Committed to its mission, vision, and values, Ulta Beauty cultivates an environment where individual voices are heard, growth opportunities are abundant, and contributions are valued and recognized. The company emphasizes a culture of inclusivity and engagement, ensuring it is a workplace where employees have greater purpose and opportunities for professional development.

The Experience Manager (EM) role is a critical leadership position within Ulta Beauty. This role involves leading a team that includes stylists, estheticians, guest coordinators, assistant services managers, sales managers, and boutique leads. The EM is responsible for driving top-line sales growth through the various business segments, including retail sales, salon services, boutiques, and makeup, while ensuring the highest standard of guest satisfaction and a superior service experience. This position requires a leader who is passionate about the beauty industry, driven by results, and capable of inspiring and developing a high-performing team.

The EM’s responsibilities cover multiple aspects of store management and leadership. The role demands accountability for the Net Promoter Score (NPS), a key metric reflecting guest satisfaction and loyalty. The Experience Manager promotes a culture of accountability, operational excellence, and business profitability by managing payroll, scheduling, sales strategies, and expense controls. The EM also drives improvements in underperforming business metrics, supports individual client development, and leads by example with hands-on involvement in makeup applications, skincare analysis, and product demonstrations.

A significant part of the EM’s role is focused on people management, including attracting and retaining diverse talent for salon and boutique teams, fostering a team culture that embodies the brand's values, and ensuring continuous professional development through training and coaching. The EM champions inclusivity and engagement within the team, promoting open communication, collaboration, and a strong guest service orientation.

Additionally, the EM ensures compliance with Ulta Beauty’s policies and procedures, including safety protocols and operational standards. They use various company tools to manage schedules, prioritize store tasks, control inventory, and minimize loss through effective asset protection. The EM communicates regularly with field leadership to provide insights on business trends, operational challenges, and opportunities for growth, ensuring continuous improvement in the store’s performance and guest experience.

Candidates for this position typically have a bachelor’s degree (preferred), a cosmetology or cosmetology management license where required, and 2-3+ years of relevant retail management experience. Strong financial acumen, leadership skills, knowledge of cosmetology regulations, and proficiency with standard technology tools are essential. The EM works a flexible full-time schedule, including evenings, weekends, and holidays, and participates in corporate meetings and conferences.

Overall, the Experience Manager at Ulta Beauty plays a vital role in the ongoing success and growth of the company's retail and service offerings, fostering a positive, engaging, and high-energy environment for team members and guests alike. The role is well-suited for a dynamic, results-oriented leader with a passion for the beauty industry, people development, and delivering unparalleled guest experiences.