Job Description

OUR MANIFESTO At Sephora, we stand together, and we stand for something more. For empowerment, for exploration, for the opportunity to impact people's lives through the unlimited power of beauty. We embrace uniqueness, unleash creativity, and pursue progress every day. Sparked by energy and excitement, our passion is contagious. We are united by a common goal - to reimagine the future of beauty.

Reimagine your future, with Sephora.

OUR VALUE PROPOSITION: We have a powerful culture that fuses aspirations, uniqueness, authenticity and valued by each and every Sephora member: These are the values:

Beauty & Beyond: We reimagine beauty by inspiring our customers, empowering people and helping them become the best versions of themselves.

Creativity Unleashed: We encourage exploration, innovation and having fun.

Endless Evolution: At Sephora you are empowered to choose your own path and accelerate your growth.

Boldly Authentic: We celebrate diversity and embrace your unique and winning spirit.

Position Purpose The purpose of this position is to optimize the experience of every customer who contacts Sephora, and to ensure a seamless experience/resolution. This includes the constant monitoring of the customer experience, optimization of processes and enhancement of service level agreements (SLAs) as needed.

Key Accountabilities

Own all Contact Centre processes/procedures and work regularly to optimize as needed.

Understand Contact Centre tools and usage, then suggest improvements to further streamline ways of working.

Support with all team training and refreshers in coordination with Contact Centre Team Leads.

Revamp Contact Centre messaging and scripts to ensure consistency and alignment with the Sephora brand.

Ensure all new products, services and campaigns are briefed to the Contact Centre in a timely manner.

Own quality check process for the Contact Centre and lead on monthly improvements as needed.

Drive monthly forecasting of Contact Centre usage/demand and ensure optimal staffing of teams as needed.

Oversee the monthly Contact Centre report and identify trends (phone, email, WhatsApp, Live Chat).

Present Contact Centre analysis and progress to various teams and senior leaders as required.

Own the Contact Centre budget and report back on usage monthly versus budget.

Regularly review Contact Centre structure and points of contact - then optimize as needed.

Revamp existing and introduce new processes between internal and external stakeholders to better support Sephora customer interactions with key service and product needs.

Skills, Experience and Personality

Has 3+ years of experience in Customer Service (preferably Call Centre).

Expertise in creating and executing procedures/policies across customer channels.

Track record of success in driving service level agreements (SLA), average handling time (AHT) and customer experience / NPS.

High attention to detail and the ability to create / manage detailed processes and data.

Ability to work with teams internally and externally - and adeptly train team members on new processes.

Excellent MS Office skills (MS Excel, MS PowerPoint).

Helpful and service-Oriented, with the ability to work under pressure.

Most importantly, the candidate needs to live and breathe the Sephora Culture, DNA and Employee Value propositions (EVP). They need to have excellent authentic communication, strong confidence, leadership and influencing skills and be energized by working in a fast paced, dynamic environment.