Experience Manager

Ulta Beauty is a leading North American beauty retailer renowned for offering an extensive range of cosmetics, fragrance, skin care products, hair care products, and salon services. As the premier beauty destination, Ulta Beauty combines an impressive portfolio of more than 25,000 products from approximately 500 well-established and emerging beauty brands across various categories and price points, including its own private label. Each Ulta Beauty store also features a full-service salon providing hair, skin, brow, and makeup services. The company operates both physical retail locations and a strong online presence, ensuring a seamless and holistic beauty shopping experience for customers nationwide.

The role of an Experience Manager (EM) at Ulta Beauty is pivotal to advancing the company’s mission, vision, and values while driving sales growth and enhancing guest satisfaction. The EM leads a diverse team consisting of stylists, estheticians, guest coordinators (at select locations), Assistant Services Managers (at select stores), Sales Managers, and boutique leads. This leadership position holds full accountability for all facets of the guest experience, including retail sales, salon services, makeup, boutiques, and overall customer satisfaction. The EM is chiefly responsible for driving the Net Promoter Score (NPS), a key metric that reflects exceptional guest experiences and loyalty.

The Experience Manager champions the business through a strong focus on performance, people, and process. Performance responsibilities involve meeting and exceeding store goals related to services, boutiques, retail sales, guest loyalty programs including credit, payroll, omni-channel integration, and minimizing retail shrink. The EM also spearheads operational excellence initiatives that maximize profitability through top-line sales growth and cost control. The role demands strategic use of forecasting and payroll budget tools to ensure optimal scheduling and resource allocation under the guidance of the General Manager. Challenges such as underperforming metrics are confronted through the application of company programs, tools, and resources to stimulate business improvements.

On the people side, the Experience Manager is instrumental in hiring, developing, and retaining a high-performing and diverse team committed to the Ulta Beauty brand. This includes managing professional development efforts, fostering an inclusive and engaging work environment, providing coaching and competency-based feedback, and leading the execution of company training programs. The EM sets a collaborative tone by building relationships with peers and brand partners to accomplish shared sales and service goals. The role also emphasizes delivering a culture of teamwork and guest service excellence through hands-on leadership and clear communication.

Regarding process adherence, the Experience Manager ensures compliance with Ulta Beauty’s policies, procedures, and standards including infection control and dress code. The EM manages scheduling and task priorities efficiently using company tools, protects company assets, enforces loss prevention measures, and supports continuous improvement by adopting new initiatives and technologies. Regular communication with field and service leadership is necessary to report business trends, operational challenges, and opportunities.

This full-time position offers an hourly pay range of $30.00 to $37.00 with potential for additional bonuses based on individual and company performance. Benefits include paid time off, health, dental, vision, life insurance, and disability coverage for full-time employees, with some benefits available for part-time associates as well. The ideal candidate will have a passion for the beauty industry paired with strong leadership and communication skills, operational expertise, and the ability to inspire and develop a team to deliver an extraordinary guest experience every day.