Sisley Paris International Customer Service Project Manager

About Sisley Paris

Shaped since 1976 by Hubert and Isabelle d’Ornano, who took over the young company that year, Sisley Paris is a French, family-owned luxury beauty house renowned for its expertise in plant-based cosmetics. Its skincare, makeup, fragrance and haircare collections unite botanical knowledge with scientific research and sensorial refinement. As an employer, Sisley brings together specialists across research, product development, manufacturing, marketing and retail, offering a professional environment shaped by exacting standards and a long-term family vision. The house appeals to talent seeking to combine technical expertise, creativity and attentive client service while contributing to the international development of a distinctive name in French beauty.

Role & Responsibilities

• Manage day-to-day international customer relations, responding primarily in English to consumer enquiries by email about product advice, product information, points of sale and prices.
• Respond to subsidiaries' specific enquiries.
• Train new customer service experts in subsidiaries on Sisley's service-quality standards and processes.
• Manage PowerReviews feedback operationally.
• Respond to customer-service questions on Instagram via Empilfy.
• Manage the NPS operationally via the Diduenjoy platform.
• Serve as Sisley's customer service point of contact for the USA, Mexico, Spain, France, the Middle East and Africa (MEA), Brazil and South Africa.
• Audit customer service quality regularly and implement improvement actions for the relevant countries.
• Act as business project manager for customer-service tools, including Service Cloud and NPS.
• Coordinate the rollout and evolution of these tools, testing, and feedback from countries on the solutions.
• Contribute to new projects introduced within the department.
• Manage European cosmetovigilance cases, as well as cases in countries with specific regulations.
• Coordinate between consumers, subsidiaries, service providers and the Scientific Department.

Qualifications

• Higher education qualification at BAC+3 to BAC+5 level, depending on experience and profile.
• At least 3 years of experience in a customer service department.
• Excellent interpersonal skills, rigour, organisation, service orientation, anticipation and ability to synthesise information.
• Fluent English, written, spoken and read.
• Strong communication and empathy, excellent interpersonal skills, rigour and a strong service orientation.

Skills

Experience

At least 3 years of experience in a customer service department.

Education

Higher education qualification at BAC+3 to BAC+5 level, depending on experience and profile.

Benefits

Compensation including various benefits such as profit-sharing; stimulating assignments in an attractive work environment; possibility of remote work; onboarding programme; on-site company restaurant; access to sports and cultural activities.

Culture

As a family-owned French beauty house, Sisley Paris has a workplace culture shaped by a long-term vision, botanical expertise and a commitment to innovation. Its professional environment brings together scientific rigor and luxury creativity, with teams contributing to the quality and refinement of its skincare, makeup and fragrance collections.

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.