Head of Customer Service

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:

Sephora is the world’s leading beauty retailer, and as we continue to grow, we are looking for passionate talents to help us in delighting millions of beauty lovers across Southeast Asia. 

Reporting to the VP of Marketing, the Head of Customer Experience and their team is a crucial pillar of Sephora's marketing team. As champion for the voice of our customer you will ensure that we provide, protect and preserve a delightful and seamless experience across all stages and touchpoints of her journey. This includes providing service recovery via our customer support team, but also to leverage the feedback and insights you have from your interactions with our customers to constantly improve our experience, prevent avoidable incidents from occurring and find ways to delight and serve our customers better.

Based in our office in Ortigas, Manila, you will lead a team of 15 members internally (PH, KR and TH teams) and 4 BPO vendors across our region (Korea, SEA, and Australia/New Zealand).

JOB DESCRIPTION

• CX Strategy: Define and evolve the CX strategy, including its translation into channel strategies that deliver an integrated and cohesive customer experience, and go beyond standard customer service to be a driver of our brand equity and loyalty.

• BPO Vendor performance management – ensuring operational excellence, compliance and rapid escalation to drive constantly improving CSAT, ticket response times and # of interactions needed for our customers. 

• Ensure that the BPO is compliant with the Sephora SOP and policies and interactions are within the company’s quality guidelines, conducting regular audits and updating protocols and audit approaches as required.

• Builds a one team partnership culture with the vendor, to co-create and institutionalizes an effective and seamless operating model, inclusive of performance reviews and cadences, that drive the achievement of CX performance objectives. 

• Voice of Customer: leveraging your unique access to insights and data (customer feedback reports + ticket data) to influence our broader business teams across Marketing, Logistics, IT, eCommerce and Retail to delight our customers and prevent points of friction and frustration.

• Ensure that the customer experience team builds influence and collaborates effectively with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey

• Continuous Improvement: identifies and executes initiatives meant to improve CX performance, operational efficiency and build the brand.

• When faced with unprecedented or unique customer experience issues that are not covered in our existing processes, ensure escalation to the Sephora CX team from the BPO occurs promptly, and address the issue promptly. Leverage effective post-mortem processes to then either prevent the issue or ensure a standard process exists for the future.

• Spearhead BPO contract renewal processes with Procurement, making sure that the vendor partner is the best solution to support Sephora’s CX Strategy, including negotiating expanded capabilities as needed.

• Encourage problem-solving, strategic thinking, proactivity and customer-orientation amongst the team

• Manage the Customer Service Budget and ensure that all CS related expense are accounted for.

Employment Requirement:

• At least 5 years’ experience in BPO management (manager, senior manager) and 3 years’ experience in vendor management

• Strong understanding of customer experience principles, methodologies, and best practices

• Analytical mindset with the ability to analyse customer data and derive actionable insights

• Interpersonal, networking and influencing skills

• Knowledge of customer feedback tools, CRM systems, and customer analytics platforms

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.

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.