Sephora Customer Experience Support Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Apr 24, 2026
About Sephora
Sephora is a leading global beauty retailer and omnichannel destination for cosmetics, skincare and fragrance. Operating across boutiques and digital platforms in multiple markets, Sephora combines fast-paced retail innovation with a strong emphasis on customer experience, diversity and inclusivity. The brand is part of the LVMH group and offers roles with international scope across retail, e‑commerce and support functions.
Sephora Manila is hiring a Customer Experience Support Manager to lead regional CX and BPO operations from Manila.
Role & Responsibilities
- Lead and manage the Customer Experience support team for internal HQ and external BPO vendor partners across Southeast Asia and Australia/New Zealand.
- Define and implement quality control strategies and continuous process improvement initiatives in partnership with management and BPO stakeholders.
- Provide data and analytics support to vendor managers and regional leads; translate insights into actionable recommendations to meet KPI targets.
- Develop, review and maintain training curricula, processes and documentation for all service providers; ensure versions in the knowledgebase remain the single source of truth.
- Coordinate cross‑functional projects (e.g., LoveMeter, VOC) and communicate project requirements and progress to stakeholders.
- Coach, mentor and performance‑manage team members to future‑proof CX strategies and operational resilience.
- Oversee administrative responsibilities of the support unit, including budget support, audits, training coordination and shift scheduling.
Qualifications
- Minimum 5 years in a leadership role within the BPO industry, ideally as a Training & Quality Manager.
- Proven experience managing multiple lines of business and regional teams.
- Excellent verbal and written English communication skills.
- Intermediate to advanced Microsoft Excel proficiency.
- Bachelor's/college degree in any discipline.
Skills
Experience
Minimum 5 years of leadership experience in the BPO industry with demonstrable responsibility for training, quality assurance and regional team performance management.
Education
Bachelor's/College Degree in any field.
Workplace
The successful candidate will be located in Manila, National Capital Region, Philippines.
Culture
Sephora fosters an inclusive, customer‑centric culture that prizes diversity, creativity and professional development. The workplace is fast‑paced and collaborative, offering exposure to cross‑border projects and omnichannel retail innovation.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Sephora, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Manager», «CX Support Manager», «Regional Customer Support Manager», «Contact Centre Quality & Training Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.