Sephora Quality and Continuous Improvement Project Manager

Neuilly-sur-Seine • France

Tuesday, December 23, 2025

Sephora, a distinguished entity within the LVMH conglomerate, is a trailblazer in the realm of luxury beauty retail. Since its inception in 1969 in Limoges, France, and subsequent integration into LVMH in 1997, Sephora has continually redefined the prestige beauty landscape. With a presence in 35 countries and a workforce of 56,000, including 15,000 in Europe and the Middle East, Sephora unites customers, brands, and beauty enthusiasts in the world's most vibrant beauty community. Offering nearly 500 brands alongside its own Sephora Collection, the company provides an unparalleled array of products, from fragrances to skincare and beyond.

1. Monitor perceived and produced quality metrics such as CSAT, Resolution Rate, and Agent Score to ensure contractual objectives are met.
2. Identify root causes of customer irritants and field inefficiencies, implementing corrective action plans in collaboration with partners and internal teams.
3. Optimize quality processes, including audits and customer feedback, and implement effective tools across five European countries.
4. Lead projects to transform customer service operations by implementing AI-assisted tools and processes to enhance operational efficiency and excellence.
5. Identify and support new initiatives through business case development, ensuring site adoption and change management with partners.
6. Structure and execute the Operations roadmap in collaboration with the team.

1. Minimum of 8 years of experience in a similar role involving customer service project management and quality management.
2. Strong customer orientation.
3. Fluent in English; proficiency in a second European language is advantageous.
4. Demonstrated leadership and autonomy.

1. Proficiency in quality management and process optimization.
2. Strong project management capabilities.
3. Excellent communication and leadership skills.
4. Ability to work collaboratively across teams and regions.

Minimum of 10 years of relevant experience in customer service project management and quality management.

Sephora offers a vibrant community where authenticity is valued, and teamwork thrives on diversity. Employees are supported with resources and opportunities for personal development and leadership growth, fostering an environment where each action contributes to meaningful experiences for clients and the beauty industry.

Sephora celebrates diversity and is committed to creating and nurturing an inclusive environment for all. The company culture emphasizes personal development, innovation, and evolution, encouraging employees to contribute to the beauty industry's transformation.