Sephora Manager, Customer Excellence Vendor Operations

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.

Role & Responsibilities

• Lead and manage day-to-day operations with multiple regional vendor leads and managers across Southeast Asia and Australia/New Zealand
• Develop and maintain strategic relationships with key BPO vendors, ensuring alignment with company strategic goals and performance objectives
• Identify, evaluate, and onboard potential partner and vendor candidates based on strategic needs and company criteria
• Develop and implement performance metrics and KPIs for evaluating vendor effectiveness and monitor adherence to agreed SLAs
• Conduct regular performance reviews with vendors (WBR/QBR/YBR) and facilitate issue resolution
• Coordinate with BPO partners, IT, HR, Admin, and Talent Acquisition teams to optimize operations and vendor management
• Track and report on vendor performance metrics, escalating concerns and proactively addressing risks to company interests
• Validate stakeholder complaints and concerns against vendor performance, facilitating and monitoring resolution pathways
• Collect and analyze ground-level operational data to recommend process improvements and systemic enhancements
• Work with the CX Support Group Manager to identify performance and developmental opportunities within the customer support team
• Ensure accurate and timely communication of Sephora management initiatives, strategy, and operational directions to vendor leads, managers, and BPO partners

Qualifications

• Bachelor's degree or College Diploma in any field
• Minimum 5 years of leadership experience in the BPO/Business Process Outsourcing industry
• Demonstrated experience managing multiple lines of business and regional teams
• Advanced proficiency with Microsoft Excel (intermediate to advanced level required)
• Strong customer service domain expertise with proven problem-solving capabilities
• Excellent people management and performance management skills
• Outstanding verbal and written communication abilities
• Experience with DOMO analytics platform (preferred)
• Proven track record in vendor and relationship management

Skills

Experience

Minimum 10 years of professional experience in operations, vendor management, and customer experience roles, with at least 5 years in a formal leadership capacity within the BPO or customer operations sector. Proven expertise in managing multiple lines of business, regional teams, and complex vendor relationships across international markets.

Education

Bachelor's degree or equivalent College Diploma in any discipline.

Workplace

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.