Sephora

13 hours ago

Manager, Customer Excellence Vendor Operations (Regional) (Angeles, PH)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Lead regional customer experience (CX) vendor operations for Sephora’s omnichannel retail and e-commerce support across South East Asia and Australia/NZ. Manage day-to-day operations, oversee BPO vendor performance against KPI metrics and SLAs, and coordinate with internal teams to deliver management initiatives. Build vendor relationships, drive onboarding and performance improvement, and translate ground-level operational data into actionable recommendations for stakeholders.

Location: Philippines

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage day-to-day operations and oversee multiple/regional vendor leads/managers.
•Work with CX support group leadership to identify and address performance and developmental opportunities for the customer support team.
•Coordinate with BPO partners and internal teams (IT, Admin, HR, Talent Acquisition) to ensure effective communication and execution of management initiatives.
•Track BPO vendor performance and ensure KPI metrics are met, using data to recommend improvements to internal teams and stakeholders.
•Lead vendor management activities including relationship maintenance, identification/evaluation, onboarding, issue/risk management, and performance reviews (WBR/QBY/YBR).

Key Requirements

•At least 5 years of experience in a leadership position in the BPO industry.
•Bachelor’s/college degree in any field.
•Ability to handle multiple lines of business (LOB) and regional teams.
•Intermediate to advanced expertise in Microsoft Excel.
•Strong customer service domain experience with problem solving and people management skills.

Experience:BPOCustomer serviceRetailE-commerceOmnichannel

Education:Bachelor's

Skills:Problem solvingPeople managementCommunicationLeadershipAdaptability

Tech Stack:Microsoft ExcelDOMO

Company Brief

Sephora

Global retailer of cosmetics, skincare, fragrance and beauty accessories operating physical stores and e-commerce. Sephora offers multi-brand product assortments, in-store services, and digital experiences and is a subsidiary of LVMH.

Industry: Omnichannel Retail

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Paris, France

Founded: 1969

Website LinkedIn

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Sephora

13 hours ago

Manager, Customer Excellence Vendor Operations (Regional) (Angeles, PH)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Philippines

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage day-to-day operations and oversee multiple/regional vendor leads/managers.
•Work with CX support group leadership to identify and address performance and developmental opportunities for the customer support team.
•Coordinate with BPO partners and internal teams (IT, Admin, HR, Talent Acquisition) to ensure effective communication and execution of management initiatives.
•Track BPO vendor performance and ensure KPI metrics are met, using data to recommend improvements to internal teams and stakeholders.
•Lead vendor management activities including relationship maintenance, identification/evaluation, onboarding, issue/risk management, and performance reviews (WBR/QBY/YBR).

Key Requirements

•At least 5 years of experience in a leadership position in the BPO industry.
•Bachelor’s/college degree in any field.
•Ability to handle multiple lines of business (LOB) and regional teams.
•Intermediate to advanced expertise in Microsoft Excel.
•Strong customer service domain experience with problem solving and people management skills.

Experience:BPOCustomer serviceRetailE-commerceOmnichannel

Education:Bachelor's

Skills:Problem solvingPeople managementCommunicationLeadershipAdaptability

Tech Stack:Microsoft ExcelDOMO

Company Brief

Sephora

Industry: Omnichannel Retail

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Paris, France

Founded: 1969

Website LinkedIn