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, Singapore, Thailand, and the Philippines) 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).

The Opportunity

Sephora is seeking to hire a highly motivated Manager, Customer Experience Support to join our Customer Experience Team. Working with customers across Southeast 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 and collect data then translate them to actionable items for the stakeholders. You speak and write English very well. You are engaging and practical, and have a good sense of humour. You stay calm under pressure, and genuinely love helping people and solving their problems. And ideally you have an interest in beauty, make up and skincare.

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 Manager, Customer Experience Support 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.

Duties and Responsibilities

• Manage the team of support group staff for both internal HQ and external vendor partners
• Responsible for providing quality control initiatives/strategies to be executed by the group
• Work with the management team and BPO partner on process improvement initiatives
• Coordinate project development initiatives to stakeholders (LoveMeter,VOC)
• Provide Data & Analytics Support to Vendor Managers/Leads and formulate recommendations to help partners achieve KPI targets
• Reviews, Analyse and Creates Training Curriculum Processes and documents for all service providers and vendor partners
• Chief editor of the Knowledgebase, keeping it up to date and ensure timely update of information and instructions for the primary source of truth
• Work in partnership with other management team members to ascertain and carry out needs of technical nature and precedence of the business
• Provide guidance, leadership and mentoring to subordinates and ensures future proofing of CX strategies and structure
• Provide documentation support, procedure, and knowledgebase expertise to the group by ensuring all documentation are up-to-date and the most recent version is always available
• Responsible for the administration of the support group unit
• Support the budget, the auditing process, the training, and the coordination of projects to stakeholders and BPO vendor manager/leads

Qualification

• At least 5 years of experience in a leadership position in the BPO Industry as a Training & Quality Manager
• Bachelor's/College Degree in any field
• Ability to handle multiple LOB & Regional Teams
• Experience in DOMO & Zendesk is a plus
• Intermediate to advanced expertise in Microsoft Excel is required
• Strong customer service domain experience and excellent people management skills
• Must have excellent verbal and written English communication skill
• Experience in regional team management and performance management

Attributes

• High level of integrity and honesty
• Optimism, calmness, and flexibility
• Productivity and quality driven
• Can demonstrate the ability to learn new processes
• Independent, quick learner, and has initiative
• Confident in working with less supervision
• Attention to detail is a must
• Ability to create friendly but firm rapport with employees and vendor partners
• No attendance issues

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.