New York, NY, New York
Full - Time



Job Description Form


Section 1: General Information


Job Title:  Director, Client Experience & Retail Excellence


Function: Education & Events – Fragrance & Beauty


Division: Luxe


Supervisor Title: AVP, Client Experience & Retail Excellence


Location: Field Based



Section 2:  Job Summary:


The Director of Client Experience & Retail Excellence serves as national trainer and primary facilitator for education seminars, delivering compelling and effective trainings across all retailers and axes (skincare, makeup and fragrance). This role is responsible for the creation of meaningful education content to engage the field, retailer and BA community, while positively impacting the online and offline client experience. As an integral part of the Client Experience & Retail Excellence team, the ideal candidate is a creative-minded self-starter with exceptional presentation skills, and a demonstrated passion for service, product, artistry, and brand storytelling. This position reports directly to the AVP, Client Experience & Retail Excellence.




Section 3:  Job Requirements (Minimum number years of experience, skills, certification and academic background required to perform this job):


  • Minimum of 10+ years professional experience as a beauty educator in cosmetic or retail management
  • Self-motivated, results oriented, strategic & creative mindset, collaborative leadership
  • Exceptional verbal & written communication, presentation, and public speaking skills
  • Solid knowledge and awareness of beauty industry, market, and competitive trends
  • Track record of effective working relationships across levels: brand leadership, retailers, BAs, and clients
  • Expert knowledge of computer programs – Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
  • Socially savvy and understanding of digital content creation, including video and training tools
  • Must be willing to travel as needed


Section 4:  Judgment and Decision Making:


This position must be a self-starter who is able to manage projects, schedule, and full role responsibilities with intermittent supervision. Must be able to successfully collaborate with cross-functional partners and key stakeholders from L’Oreal field, US headquarters and global teams.



Section 5: Essential Physical Requirements


Ability to lift and carry up to 40 pounds


Section 6:  Financial Scope (if applicable):


Annual Budget Responsibility:  $

Annual Revenue Responsibility:  $




Section 7:  Essential Duties and Responsibilities:


Tasks, Duties & Responsibilities

% of time spent.

Total should = 100%

Training Facilitation

  • National trainer and primary facilitator for education seminars across all retailers and axes (skincare, makeup and fragrance)
  • Deliver compelling and effective trainings to include monthly BA onboarding, seasonal RSS training, seasonal seminars, field team ‘train the trainers’ & retailer specific training
  • Conducts needs assessments, identifies gaps in skills or knowledge and executes training as required to improve performance of Beauty Artists



Drive Beauty Artist & client engagement via exceptional training content and delivery

  • Manage and development training content, with creation of engaging education tools across all axes (skincare, makeup, fragrance)
  • Understand coaching needs of brand and retailer Beauty Artist population to develop meaningful education content
  • Develop coaching tools/programs for BAs and field teams on selling skills, product knowledge, & application technique across all brand axes
  • Conceptualize, design and produce impactful video training content for Sephora, Ulta and department/specialty retailers




Events & Artistry Expertise

  • Create retailer event animations across online and offline platforms to positively impact client experience and retail sales
  • Management of National Makeup Artists and development of Artistry programs









Section 8:  Required Competencies:



1.  Leads with Human Sensitivity – Demonstrates respect, develops others and enriches team dynamics (i.e. mobilizes the team towards a shared vision)


2. Displays Sensitivity to Our “Métier” – Focuses on quality (i.e. challenges and controls the quality of the team’s work), builds knowledge of the beauty business and understands beauty (i.e. expresses creative concepts with sharp coherence between words, visuals and staging); has developed a strong understanding of beauty within L’Oreal


3.  Demonstrates Entrepreneurship – Takes initiative, focuses on customers, improves performance (i.e. takes actions to create value and contain costs) and helps to develop and execute a vision           


4.  Innovates – Shows curiosity (i.e. looks for trends and events in various domains), imagines creative solutions generating business value, promotes team creativity (i.e. fosters a climate of mutual trust that empowers people to bring daring proposals)


5.  Achieves Results with Integrity – Conveys energy, focuses on results and acts with integrity


6.  Manages Complexity – Reasons from multiple perspectives (i.e. simplifies complex issues by identifying essential elements) and makes decisions (i.e. involves key stakeholders in the decision making process)


7Interacts Effectively – Listens and communicates effectively and actively networks (i.e. drives transversal projects)



Please note:  This job description does not list all duties of the job.  Employees may be asked by management to perform other duties.  The employer has the right to revise this job description at any time.

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.
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