Sephora CX Vendor Operations Manager

Manila • Philippines

Tuesday, April 8, 2025

Sephora, a distinguished member of the LVMH family, is a global leader in the beauty retail sector, renowned for its innovative approach and commitment to excellence. As an employer, Sephora fosters an inclusive environment where diversity is celebrated, and employees are empowered to excel and grow. With a presence in 35 markets and over 3,000 stores worldwide, Sephora is dedicated to reimagining the future of beauty.

1. Lead the development and maintenance of strategic relationships with key BPO vendors, ensuring alignment with Sephora's strategic goals.
2. Develop and maintain strong relationships with partners and vendors through regular communication, performance reviews, and issue resolution.
3. Facilitate communication and collaboration between partners/vendors and internal teams.
4. Monitor and evaluate partner/vendor performance against established metrics and SLAs.
5. Research, identify, and evaluate potential partners and vendors based on Sephora's strategic goals and needs.
6. Lead the onboarding process for new partners and vendors, including agreement execution and setup in internal systems.
7. Develop and implement performance metrics and KPIs for evaluating vendor effectiveness.
8. Work with partners and vendors to identify opportunities for improvement and growth.
9. Regularly report on vendor performance metrics, operational effectiveness, and strategic alignment to management and stakeholders.
10. Lead the identification and mitigation of risks associated with vendor relationships and operational activities.
11. Collaborate with various departments to ensure vendor services meet strategic and operational needs.
12. Maintain a proactive stance on market trends and industry developments to identify opportunities for new vendor partnerships or enhancements.

1. At least 5 years of experience in a leadership position in the BPO industry.
2. Bachelor's/College Degree in any field.

1. Ability to handle multiple lines of business and regional teams.
2. Intermediate to advanced expertise in Microsoft Excel.
3. Strong customer service domain experience.
4. Excellent problem-solving and people management skills.
5. Excellent verbal and written English communication skills.
6. Attention to detail.
7. Experience in regional team management and performance management.
8. Diverse and adaptive to constant change and adjustments.

A minimum of 5 years in a leadership role within the BPO industry.

Bachelor's/College Degree in any field.

Sephora offers a dynamic work environment with opportunities for professional growth, personalized career plans, and a commitment to training and development. Employees benefit from being part of a global leader in beauty retail, with a culture that encourages creativity and innovation.

Sephora's culture is rooted in innovation and inclusivity, with a commitment to empowering employees to be their best. As part of the LVMH family, Sephora values diversity and fosters an environment where creativity and disruptive spirit are encouraged. The company is dedicated to reimagining the future of beauty, with a global impact and a shared goal across its 40,000 passionate team members.