Sephora Customer Knowledge and Process Lead
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Join Sephora in Neuilly-sur-Seine, France as a Customer Knowledge and Process Lead. Drive customer relationship strategies across Europe in this full-time role.
Overview
Sephora, a trailblazer in the realm of prestige beauty, is a distinguished member of the LVMH Group since 1997. Established in 1969 in Limoges, France, Sephora has consistently redefined beauty standards by fostering a culture of inclusivity and inspiration. With a global presence spanning 35 countries and a workforce of 56,000, Sephora offers an unparalleled selection of nearly 500 brands alongside its own Sephora Collection, making it a vibrant hub for beauty enthusiasts worldwide.
Role & Responsibilities
- Co-develop the customer relationship knowledge management strategy and ensure its implementation across Europe.
- Oversee the external partner managing the customer advisor knowledge base, challenging their roadmap and identifying initiatives aligned with Sephora's strategy.
- Establish content management processes to ensure long-term quality and efficiency.
- Lead or contribute to impactful digital projects affecting Customer Service, drafting processes and training materials.
- Ensure quality project launches with partner teams and conduct post-project evaluations.
- Manage and contribute to the launch or transfer of new Customer Service operations in Europe.
- Enhance customer relations through continuous improvement of internal and external content.
- Ensure internal processes reduce operational workload (handling isolated cases).
- Coordinate crisis situations and ensure partner responsiveness to customer needs.
Qualifications
- Strong customer orientation.
- Recognized leadership skills, particularly in cross-functional settings.
- Experience in managing teams, with direct oversight of an intern.
Skills
Experience
A minimum of 8 years in a similar role involving content management, drafting, and customer service project management.
Workplace
This position is based in Neuilly-sur-Seine, Île-de-France, France, within easy reach of Paris. Cerulean lists 162 open roles in Neuilly-sur-Seine, including 5 posted recently. The broader Île-de-France area accounts for 3.756 active listings on Cerulean, 119 of which are new. In France as a whole, Cerulean currently features 4.313 open positions, with 147 posted this week.
Benefits
Sephora offers a dynamic community where authenticity is valued, and teamwork thrives on diversity. Employees benefit from a culture that promotes personal development and leadership, with ample resources and opportunities for learning, innovation, and growth.
Culture
Sephora is committed to celebrating diversity and fostering an inclusive environment for all. The company encourages personal growth and leadership, providing a supportive atmosphere where every action contributes to meaningful experiences for clients and the broader beauty community.
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.