Sephora Lead Selfcare and Customer Care Processes

Neuilly-sur-Seine • France

Monday, January 13, 2025

Sephora, a distinguished member of the LVMH family, is a global leader in the selective distribution of prestige beauty products. With a presence in over 35 markets and more than 3,000 stores worldwide, Sephora is renowned for its commitment to innovation and excellence. As an employer, Sephora fosters an inclusive environment where diversity is celebrated, and employees are empowered to reach their full potential.

1. Enhance selfcare journeys and deploy new solutions, such as BOTs, in collaboration with Product teams to minimize low-value contacts.
2. Identify and establish monitoring KPIs to improve existing customer journeys.
3. Implement and oversee a content management process for FAQs and Chatbots.
4. Draft and optimize customer care processes through knowledge bases within a defined scope.
5. Serve as the point of contact for certain countries and central teams for new digital projects, assisting in the deployment of new customer service initiatives.

1. Minimum of 6 years of experience in a similar role, managing selfcare customer journeys and Customer Care processes.
2. Strong customer orientation.
3. Fluent in English; proficiency in a second European language is advantageous.
4. Demonstrated leadership skills and a solution-oriented mindset.
5. Ability to make data-driven decisions.

1. Cross-functional collaboration
2. Proactive problem-solving
3. Leadership
4. Data analysis
5. Customer journey optimization

At least 6 years in a similar position involving management of selfcare customer journeys and Customer Care processes.

Sephora offers a dynamic work environment with opportunities for professional growth and development, supported by personalized career plans. Employees benefit from being part of a global leader in beauty retail, with access to innovative projects and a diverse, inclusive workplace.

Sephora's culture is defined by its innovative spirit and commitment to reimagining the future of beauty. As part of the LVMH family, Sephora values creativity and diversity, empowering its employees to be their authentic selves and contribute to a global impact. The company invests in its people, fostering an environment where learning and development are prioritized.