Sephora Manager, Client Services Operations

Remote • USA

Tuesday, April 15, 2025

Sephora, a leading beauty retailer and part of the prestigious LVMH group, is renowned for its commitment to innovation and excellence in the beauty industry. With a global presence spanning 35 markets and over 3,000 stores, Sephora empowers its teams to redefine beauty standards and deliver exceptional customer experiences. The company fosters an inclusive environment where diversity is celebrated, and creativity is encouraged, making it a sought-after employer in the luxury retail sector.

1. Drive internal and external execution to achieve metrics aligned with Sephora-defined targets.
2. Conduct regular audits to identify and act on performance opportunities.
3. Manage day-to-day interactions with BPO and vendor relationships to ensure results and KPIs are met.
4. Define, monitor, and enhance key performance indicators and quality standards.
5. Conduct trend analyses to identify needs and develop strategies to enhance workflows.
6. Leverage reporting to analyze operational data and develop action plans.
7. Provide ongoing coaching and mentoring to direct reports.
8. Collaborate with cross-functional teams to facilitate change management.
9. Serve as a subject matter expert on operational processes.

1. 3-5 years of experience in contact center leadership or relevant operations.
2. 4+ years in a leadership role within a metrics-driven environment.
3. Experience with operational process improvement projects.

1. Proven track record of managing vendor performance and standards.
2. Ability to make informed decisions and manage resources effectively.
3. Exceptional client services skills.
4. Strong written and verbal communication skills.
5. Strong analytical and problem-solving skills.
6. Understanding of care center software and ability to learn new systems quickly.
7. Detail-oriented with a high degree of accuracy.

3-5 years of experience in contact center leadership or relevant operations, with 4+ years in a leadership role within a metrics-driven environment.

The annual base salary range for this position is $83,810.00 - $111,530.00, with eligibility for bonuses.

Sephora offers comprehensive health, dental, and vision plans, a superior 401(k) plan, various paid time off programs, employee discounts, life and disability insurance, flexible spending accounts, and an employee referral bonus program.

Sephora is committed to fostering a culture of innovation and inclusivity, where team members are encouraged to unleash their creativity and pursue personal and professional growth. As part of the LVMH family, Sephora's culture is rooted in a disruptive spirit and a dedication to reimagining the future of beauty.