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Date:  Dec 6, 2019
Location: 

San Francisco, CA, US, 94105

Client Services Training Manager

Job ID171737 
Location Name: CA-FSC SF Off (0174)
Address: 525 Market St, 32nd Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type (Regular/Temporary): Regular
Job Function: Training/Development

 

Client Services

At our FSC Client Service Center, we are the heart of the Sephora client experience. We provide expertise in all areas that have a direct link to clients and their omni-channel interactions with Sephora including online shopping, client service, product questions, store experiences, our loyalty program, and social media.  We go above and beyond for each client by providing creative solutions to issues, making educated product recommendations, handling escalated clients with a high-touch level of service, and providing timely follow-up when necessary to ensure open and clear client communication. Our goal is to provide best-in-class service to every Sephora client regardless of contact channel while ensuring operational efficiency and a fix-it-for-tomorrow attitude.

 

Your role at Sephora:
As a Training Leader, you will be skilled at delivering engaging and powerful training, providing effective coaching and feedback, and resolving issues with tact, critical thinking, and sound judgment. Reporting to the Training and Quality Assurance Manager of Client Services, you will be responsible for supporting a team of BPO facilitators to support our ever-growing business. In addition, you will: 

 

  • Effectively train groups of varying size and in various settings, creating an environment that is safe, comfortable, and challenging for all learners, maximizing the opportunity for each individual to develop skills and thrive.
  • Motivate and inspire others, both in and out of the classroom, creating a culture of participation and collaboration.
  • Ensure that the training material is optimized for the target audience, making adjustments where necessary.
  • Work closely with partners, both internal and with the BPO’s, driving results towards our vision through collaborative and intentional strategies around learning and development program that will compliment current and future needs of the business.
  • Evaluate and report on key metrics regarding training events through surveys, knowledge assessments, and post-training behavior/metrics to determine training effectiveness.  Partner with other functional leaders for support when necessary.
  • Develop all content using clear objectives with measurable outcomes that can be met within an established timeframe.
  • Evaluate existing training programs and materials, including any success metrics. Adapt, reinvent, or deprecate them as necessary to meet the needs and goals of today’s Client Service Center and drive strategy for the future evolution of learning and development needs for the department.
  • Consistently demonstrate the commitment to the highest standards of exceptional service whether working with clients, business partners, peers, vendors, etc.
  • Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative.

 

We’re excited about you if you have:

  • 7+ years’ training and curriculum development experience.
  • Remain poised and professional and thrive in an environment that is client-focused, fast-paced, rapidly changing, and occasionally ambiguous.
  • Self-manage multiple projects within tight timeframes and dynamic priorities.
  • Strong attention to detail and exceptional follow-up skills.
  • Exceptional interpersonal skills.
  • Proven record in providing an exceptional client experience.
  • Ability to travel regularly to support Client Service Center needs.

 

You’ll love working here because:

  • The people. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams – people you can be proud to work with.
  • The product. Employees enjoy a product discount and receive free product (“gratis”) various times throughout the year. (Think your friends and family love you now? Just wait until you work at Sephora!).
  • The business. It feels good to win – and Sephora is a leader in the retail industry, defining experiential retail with a digital focus and creating the most loved beauty community in the world…with the awards and accolades to back it up.
  • The perks. Sephora offers comprehensive medical benefits, generous vacation/holiday time off, commuter benefits, and “Summer Fridays” (half-days every Friday between Memorial and Labor Day)…and so much more.
  • The LVMH family. Sephora’s parent company, LVMH, is one of the largest luxury groups in the world, providing support to over 70 brands such as Louis Vuitton, Celine, Marc Jacobs, and Dior.

 

Working at Sephora’s Field Support Center (FSC)

Our North American operations are based in the heart of San Francisco’s Financial District, but you won’t hear us call it a headquarters – it’s the Field Support Center (FSC). At the FSC, we support our stores in providing the best possible experience for every client. Dedicated teams cater to our client’s every need by creating covetable assortments, curated content, compelling storytelling, smart strategy, skillful analysis, expert training, and more. It takes a lot of curious and confident individuals, disrupting the status quo and taking chances. The pace is fast, the fun is furious, and the passion is real. We never rest on our laurels. Our motto? If it’s not broken, fix it.

 

 

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

 

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.


COMPANY OVERVIEW:
SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland

Job Segment: Training, Quality Assurance, BPO, Field Service, Operations, Customer Service, Technology, Manufacturing

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