Sephora Lead, Customer Service Knowledge & Process Management
- Employment
- Full-Time
- Seniority
- Lead
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jul 1, 2026
About Sephora
Sephora is a global prestige beauty leader, renowned for redefining the retail experience through creativity, inclusivity, and expert service. Founded in France and now part of LVMH, the company brings together an exceptional portfolio of beauty brands with a distinctive culture of discovery and innovation. As an employer, Sephora offers a dynamic, customer-centered environment where talent is encouraged to learn, experiment, and grow across retail, digital, merchandising, operations, and corporate functions. Its teams are united by a passion for beauty, entrepreneurship, and belonging, making Sephora a compelling workplace for professionals seeking impact within a fast-moving international brand.
Sephora hiring Lead, Customer Service Knowledge & Process Management in Neuilly-sur-Seine, France. Permanent role managing customer service operations across Europe.
Role & Responsibilities
- Lead or contribute to high-impact digital projects impacting customer service, drafting appropriate processes and training materials
- Serve as the entry point for projects affecting customer service operations and ensure launch quality with partner teams
- Lead and contribute to the launch or transfer of new customer service operations across Europe
- Optimize internal knowledge bases for customer advisors and external FAQ content to enhance customer experience
- Ensure internal processes minimize operational burden on customer-facing teams and handle isolated cases efficiently
- Coordinate crisis situations and maintain partner capability to respond to customer inquiries
- Co-build and deploy the customer relationship knowledge management strategy across Europe
- Manage external partners responsible for customer advisor knowledge bases, challenge roadmaps, and identify strategic initiatives
- Establish content management processes to ensure quality and long-term effectiveness
Qualifications
- Minimum 8 years of experience in customer service project management, content management, or similar role
- Demonstrated leadership experience with proven track record managing teams and cross-functional initiatives
- Strong customer mindset and orientation
- Excellent organizational and project management skills
- Experience managing external partners and knowledge management systems
- Proficiency in designing and implementing processes
- Content management and technical writing proficiency (preferred)
Skills
Experience
Minimum 8 years of progressive experience in customer service project management, customer care operations, or knowledge management roles. Demonstrated success leading cross-functional teams, managing complex digital projects, and optimizing customer-facing processes. Previous experience directly managing employees required.
Education
Not specified in source
Workplace
The successful candidate will be located in Neuilly-sur-Seine, Île-de-France, France, with easy access to Paris.
Culture
Sephora fosters a dynamic, inclusive workplace where creativity, curiosity, and a passion for beauty are encouraged at every level. As an employer, it is distinguished by its focus on empowerment, continuous learning, and a collaborative retail culture that celebrates individuality and client-centric 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 Process Lead», «Customer Care Knowledge Manager», «Service Operations Project Lead», «Customer Relations Strategy Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.