Sephora

3 months ago

Manager, Customer Experience Support (Manila, PH)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead Sephora SEA's Customer Experience Support function in Manila, overseeing a team across internal HQ and vendor partners. Drive quality initiatives, analytics, and training, coordinating with management and BPO partners to improve processes, report KPI performance, and keep the knowledgebase current. You’ll mentor staff, shape CX strategy, and ensure timely, data-driven improvements across regional operations.

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the team of support group staff for both internal HQ and external vendor partners.
•Provide quality control initiatives/strategies to be executed by the group.
•Collaborate with management and BPO partner on process improvement initiatives.
•Coordinate project development initiatives to stakeholders (LoveMeter, VOC).
•Provide Data & Analytics Support to Vendor Managers/Leads and formulate recommendations to help partners achieve KPI targets.

Key Requirements

•At least 5 years of experience in a leadership position in the BPO Industry as a Training & Quality Manager.
•Bachelor's/College Degree in any field.
•Ability to handle multiple LOB & Regional Teams.
•Experience in DOMO & Zendesk is a plus.
•Intermediate to advanced expertise in Microsoft Excel is required.

Experience:5+ yearsBpoCustomer serviceOmni channel

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingMentoringData analysis

Languages:English

Tech Stack:DOMOZendeskMicrosoft Excel

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

3 months ago

Manager, Customer Experience Support (Manila, PH)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Manila

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the team of support group staff for both internal HQ and external vendor partners.
•Provide quality control initiatives/strategies to be executed by the group.
•Collaborate with management and BPO partner on process improvement initiatives.
•Coordinate project development initiatives to stakeholders (LoveMeter, VOC).
•Provide Data & Analytics Support to Vendor Managers/Leads and formulate recommendations to help partners achieve KPI targets.

Key Requirements

•At least 5 years of experience in a leadership position in the BPO Industry as a Training & Quality Manager.
•Bachelor's/College Degree in any field.
•Ability to handle multiple LOB & Regional Teams.
•Experience in DOMO & Zendesk is a plus.
•Intermediate to advanced expertise in Microsoft Excel is required.

Experience:5+ yearsBpoCustomer serviceOmni channel

Education:Bachelor's

Skills:LeadershipCommunicationProblem-solvingMentoringData analysis

Languages:English

Tech Stack:DOMOZendeskMicrosoft Excel

Company Brief

Sephora

Industry: Omnichannel Retail

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Paris, France

Founded: 1969

Website LinkedIn