Sephora Lead Selfcare and Customer Care Processes

Sephora, part of the LVMH family, is a leading beauty retailer with a global presence. Known for its innovative approach, Sephora operates over 3,000 stores across 35 markets, employing 40,000 passionate team members. The company is committed to reimagining the future of beauty and fostering an inclusive environment where diversity is celebrated.

1. Enhance selfcare journeys and deploy new solutions with the Product teams to reduce low-value contacts.
2. Identify and set up monitoring KPIs to improve existing journeys.
3. Implement and monitor a content management process for FAQs and Chatbots.
4. Draft and optimize customer care processes through knowledge bases.
5. Serve as the point of contact for some countries and central teams for new digital projects, assisting in deployment, training, and post-launch follow-up.

1. At least 6 years of experience in a similar position managing selfcare customer journeys and Customer Care processes.
2. Strong customer orientation.
3. Fluent in English; a second European language is a plus.

1. Cross-functional collaboration
2. Proactive approach
3. Leadership skills
4. Solution-oriented mindset
5. Data-driven decision making

At least 6 years of experience in managing selfcare customer journeys and Customer Care processes.

Opportunities for learning and development through personalized career plans. Work with talented leaders and teams.

Sephora fosters a culture of innovation and inclusivity, encouraging creativity and personal growth. The company values diversity and is committed to providing equal opportunities for all employees.