CX Vendor Operations Manager

At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves.  We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us. We are united by a common goal - to reimagine the future of beauty.

The opportunity:

CX Vendor Operations Manager, Sephora Southeast Asia

Sephora is seeking to hire a highly motivated CX Vendor Operations Manager 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 & 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 humor. 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 CX Vendor 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 monthly. Candidates should be prepared to work on weekends and holidays and overtime is offered when needed.

You will shine here if you enjoy…

• Vendor Management: Lead the development and maintenance of strategic relationships with key BPO vendors, ensuring alignment with the company’s strategic goals and purpose.
  • 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.
• 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.
• 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.
• Reporting: Regularly report on vendor performance metrics, operational effectiveness, and strategic alignment to the management and relevant stakeholders.
• Identify and address performance issues or risks proactively.
• Issue management: Validates concerns/complaints raised by stakeholders vs vendors. Facilitates and monitors resolution issues.
• Risk Management: Lead the identification and mitigation of risks associated with vendor relationships and operational activities, safeguarding company interests.
• Cross-Functional Team Leadership: Collaborate with various departments to ensure that vendor services and operational activities meet strategic and operational needs.
• Market and Industry Leadership: Maintain a proactive stance on market trends and industry developments to identify opportunities for new vendor partnerships or enhancements to existing relationships.

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
• Must have excellent verbal and written English communication skill
• Attention to Detail
• Experience in regional team management and performance management
• Diverse and adaptive (open to constant change and adjustments)
• 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

While at Sephora, you’ll enjoy...

• The people. You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.
• The learning. We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
• The culture. As a leading beauty retailer within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000 stores, are united by a common goal - to reimagine the future of beauty.

You can unleash your creativity, because we’ve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart. This, is the future of beauty. Reimagine your future, at Sephora.