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.
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry.
Today, Sephora continues to break with convention to drive its mission:
champion a world of inspiration and inclusion where everyone can celebrate their beauty.
With 56,000 employees in 35 countries, including 15,000 in Europe and Middle East) / (data country/hub), we connect customers and beauty brands within the world's most passionate beauty community.
With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products:
fragrances, makeup, hair care, skincare..
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and much more.
You will excel and thrive in this role if you are ready to..
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Manage Quality:
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Monitor perceived quality (CSAT, Resolution Rate, Agent Score) and product quality, ensuring that the partner meets the objectives set in the contract.
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Identify the root causes of customer pain points and poor on:
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ground practices to implement corrective action plans with the help of the partner and internal teams.
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Optimize quality processes (audit and customer feedback) and implement effective tools.
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Deploy this methodology in 5 European countries, in collaboration with your counterpart.
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Lead Projects to Transform Operations:
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Support the transformation and growth of customer service by implementing new AI:
assisted tools and processes that enhance efficiency and operational excellence.
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Identify new initiatives and create business cases to support them.
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Ensure on:
site adoption and that change management support is secured with the partner, then conduct a post:
launch review.
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Structure the Operations departments roadmap in collaboration with the entire team and ensure its execution.
Dont hesitate if you have..
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or if you are..
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At least 8 years of experience in a similar position (customer service project management and quality management)
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Strong customer orientation
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Fluent in English (a second European language would be a plus)
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Real leadership and demonstrated strong autonomy
Here, you will find:
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Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit.
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Culture of empowerment, learning and growth, that offers you the tools, space and opportunity to learn, innovate and lead.
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Work that brings fulfillment.
From delighting clients every day, to inspiring our industry at large, every action makes a difference.
Join us and belong to something beautiful.
At Sephora, we celebrate diversity and are committed to creating and fostering an inclusive environment for everyone.
