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

Sephora
Philippines
Workplace: OnsiteFull timeFunction: Design (Product/UX/UI/Visual)Experience: 5+ yearsEducation: high_schoolSkills: ["People management","Communication","Problem solving","Data-driven decision making","Adaptability"]

Lead day-to-day Customer Experience (CX) vendor operations across South East Asia and Australia/NZ, managing regional BPO/vendor leads and support performance. Partner with internal stakeholders (IT, Admin, HR, and Talent Acquisition) to ensure management communications, align KPIs, and drive continuous improvement using ground-level data. Build scalable systems and processes so vendors deliver exceptional service, meet SLA/KPI targets, and issues and risks are handled proactively.

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FursaFursa
Sephora
Sephora
1 day ago

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

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Job Summary

Lead day-to-day Customer Experience (CX) vendor operations across South East Asia and Australia/NZ, managing regional BPO/vendor leads and support performance. Partner with internal stakeholders (IT, Admin, HR, and Talent Acquisition) to ensure management communications, align KPIs, and drive continuous improvement using ground-level data. Build scalable systems and processes so vendors deliver exceptional service, meet SLA/KPI targets, and issues and risks are handled proactively.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Design (Product/UX/UI/Visual)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day operations and multiple/regional vendor leads/managers.
  • •Coordinate with BPO partners and internal teams (IT, Admin, HR, Talent Acquisition) to support CX operations.
  • •Ensure accurate and timely communication of Sephora management initiatives, updates, strategy, and directions to vendor leads/managers and BPO partner(s).
  • •Track BPO vendor performance and ensure all KPI metrics are met.
  • •Create systems and processes to improve how clients do business, using ground-level data to recommend improvements to internal teams and stakeholders.

Key Requirements

  • •At least 5 years of experience in a leadership position in the BPO industry.
  • •Bachelor’s/college degree in any field.
  • •Experience managing multiple lines of business (LOB) and regional teams.
  • •Intermediate to advanced expertise in Microsoft Excel is required.
  • •Strong customer service domain experience with excellent people management and communication skills.
Experience:5+ yearsBPO industryCustomer serviceCustomer experienceOmni channel
Education:High School
Skills:People managementCommunicationProblem solvingData-driven decision makingAdaptability
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
WebsiteLinkedIn