Job Description

At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.

Sephora SEA’s omni channel business spans over 8 countries (Australia, India, Indonesia, Malaysia, New Zealand, the Philippines, Singapore and Thailand) with 100+ stores and boasts some global flagships such as ION and Raffles City in Singapore, F88 in Kuala Lumpur and Pitt Street in Sydney. Sephora SEA is experiencing rapid growth in the region with new store openings and business channels (i.e., Click and collect and marketplace).

CX Vendor Operations Manager

Sephora is seeking to hire a highly motivated CX Operations Manager to join our Customer Experience Team. Working with customers across South East Asia & Australia/NZ, our Customer Experience team supports both our retail and e-commerce business and plays an important role in delighting our customers through exceptional service provision.

To be the right candidate for us, you will have a passion for customer service and the skills to report & collect data then translate them to actionable items for the stakeholders.
You will report to the Head of Customer Experience who will support you and drive you to excel. This represents an excellent opportunity to join a high growth international retail & e-commerce business and to turbo charge your career.

The CX Operations Manager works on a 9-hour shift scheduled somewhere between 6am till 12mn with 2 days off. Shifts will be assigned by your immediate superior on a monthly basis. Candidates should be prepared to work on weekends and holidays and overtime is offered when needed.

You will shine here if you enjoy…

• Manages day to day operations and handles multiple/regional vendor leads/managers
• Works in tandem with the CX support group manager to identify and address performance and developmental opportunities of the customer support team
• Ensures accurate and timely communication of Sephora management initiatives, updates, strategy and directions to the vendor leads/managers & BPO partner
• Coordinates with BPO Partner(s), Team Leaders, Managers, IT, Admin, HR and Talent Acquisition
• Improves Sephora ways of working by utilizing ground level data and results to recommend changes and improvement to internal teams and stakeholders
• Tracks the performance of BPO vendors and ensures that all KPI metrics are met
• Creates systems and processes that make it easy for clients to do business with the company
  
  

a. Vendor Management: Lead the development and maintenance of strategic relationships with key BPO vendors, ensuring alignment with the company’s strategic goals and purpose.

b. Vendor Identification and Onboarding:

• Research, identify, and evaluate potential partners and vendors based on the company's strategic goals and needs.
• Lead the onboarding process for new partners and vendors, including agreement execution, and setup in internal systems.

c. KPI Performance and Strategy Alignment: Develop and implement performance metrics and KPIs for evaluating vendor effectiveness, aligning vendor contributions with strategic objectives.

• Work with partners and vendors to identify opportunities for improvement and growth.
• Develop and implement strategies to optimize partner and vendor performance
  
  

d. Relationship Management:

• Develop and maintain strong relationships with partners and vendors through regular communication, performance reviews (WBR/QBY/YBR), and issue resolution.
• Facilitate communication and collaboration between partners/vendors and internal teams.
• Monitor and evaluate partner/vendor performance against established metrics and SLAs.
  
  

e. Identify and address performance issues or risks proactively.
f. Issue management: validates concerns/complaints raised by stakeholders vs vendors. Facilitates and monitors resolution issues
g. Risk Management: Lead the identification and mitigation of risks associated with vendor relationships and operational activities, safeguarding company interests.

We would love to hear from you if you are/have…

• At least 5 years of experience in a leadership position in the BPO Industry.
• Bachelor's/College Degree in any field.
• Ability to handle multiple LOB & Regional Teams
• Experience in DOMO is a plus.
• Intermediate to advanced expertise in Microsoft Excel is required.
• Strong customer service domain experience, problem solving and excellent people management skills
• Excellent communication skills
• Experience in regional team management and performance management
• Diverse and adaptive

Here, you will find:

• Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit

• Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead

• Work that brings fulfilment, from delighting clients every day, to inspiring our industry at large, every action makes a difference

It is in the Sephora DNA to champion a world of inspiration and inclusion where everyone can celebrate their beauty. You can be yourself, because you are what sets us apart. Join us and belong to something beautiful.

Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.