Manager, Client Services Analytics & Systems

Sephora San Francisco , CA 94105

Posted 2 months ago

Job ID: 167552

Location Name: CA-FSC SF Off (0174)

Address: 525 Market St, 32nd Floor, San Francisco, CA 94105, United States (US)

Job Type: Full Time

Position Type (Regular/Temporary): Regular

Job Function: Digital/E-Commerce

Client Services

At our FSC Client Service Center, we are the heart of the Sephora client experience. We provide expertise in all areas that have a direct link to clients and their omni-channel interactions with Sephora including online shopping, client service, product questions, store experiences, our loyalty program, and social media. We go above and beyond for each client by providing creative solutions to issues, making educated product recommendations, handling escalated clients with a high-touch level of service, and providing timely follow-up when necessary to ensure open and clear client communication. Our goal is to provide best-in-class service to every Sephora client regardless of contact channel while ensuring operational efficiency and a fix-it-for-tomorrow attitude.

Your Role at Sephora

The Manager of Client Services Analytics and Systems will lead a team responsible for assessing complex, ambiguous issues with a rigorous analytical approach, contact volume forecasting, and labor budgeting. In this role you will develop models to evaluate strategic customer service initiatives as well as determine reports and processes that improve department productivity and performance. You will oversee team members who administrate and configure tools that facilitate telephony, email, and chat, and you will also partner with other departments to ensure Client Service perspective is incorporated into strategic initiatives. Ideal candidates for this role will use their technical and analytical savvy to provide insights that enable an optimal customer service experience.

In addition, you will:

  • Assess complex, undefined problems facing Client Services, suggest analytical approaches, and oversee team members to create reporting, build systems infrastructure, and optimize operational process.

  • Manage team members to understand telephony and contact management software systems and develop deep subject matter expertise around contact center systems. Help team members grow in their capabilities and careers.

  • Own ongoing budget and forecasting analysis, tactics, and strategies for inbound contacts, staffing across channels/contact centers, and strategic department initiatives. This includes creating models and tools for contact forecasts, budget scenarios, and return on investment modeling.

  • Engage cross-departmental teams to share voice of client insights and lead initiatives to improve client experience.

  • Understand Sephora Client Services core business processes, including all system integrations with contact management platforms (i.e. phone, email, chat, and social media), to implement the optimal CRM workflow configurations for Sephora's contact center operations.

  • Design and implement projects that support Sephora Client Services strategy by defining, documenting, and aligning user profiles with business functions, creating workspaces, and developing automated workflows, custom fields, and business rule enhancements.

  • Identify department-specific business needs (e.g. agent productivity) and develop reports that address those needs. Design reports requested by Client Services and other cross-functional partners (e.g. Supply Chain).

  • Provide first-line technical support for issues, incident requests, and upgrades related to the contact management platforms. Partner with Sephora IT and vendor technical support as needed and provide technical assistance to Sephora Client Services team when required.

  • Implement telephony strategy including call routing, call flow, skill assignment, and IVR (Interactive Voice Response) phone tree maintenance.

  • Provide data that delivers key insights into client behavior and recommendations centered around the company's major strategic initiatives.

We're excited about you if you have:

  • 5-8+ years of business analyst or equivalent experience

  • BA/BS required

  • Strong mathematical, analytical, communication, time management, and organizational skills

  • Strong attention to detail and superior follow-up skills

  • Desire to keep learning with a high just-in-time learning capability

  • Ability to adjust priorities and thrive in an environment that is customer service-oriented, fast-paced, rapidly changing, and occasionally ambiguous

  • Oracle Service Cloud experience preferred but not required

  • Passion for customer service

You'll love working here because:

  • The people. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams people you can be proud to work with.

  • The product. Employees enjoy a product discount and receive free product ("gratis") various times throughout the year. (Think your friends and family love you now? Just wait until you work at Sephora!)

  • The business. It feels good to win and Sephora is a leader in the retail industry, defining experiential retail with a digital focus and creating the most loved beauty community in the worldwith the awards and accolades to back it up.

  • The perks. Sephora offers comprehensive medical benefits, generous vacation/holiday time off, commuter benefits, and "Summer Fridays" (half-days every Friday between Memorial and Labor Day)and so much more.

  • The LVMH family. Sephora's parent company, LVMH, is one of the largest luxury groups in the world, providing support to over 70 brands such as Louis Vuitton, Celine, Marc Jacobs, and Dior.

Working at Sephora's Field Support Center (FSC)

Our North American operations are based in the heart of San Francisco's Financial District, but you won't hear us call it a headquarters it's the Field Support Center (FSC). At the FSC, we support our stores in providing the best possible experience for every client. Dedicated teams cater to our client's every need by creating covetable assortments, curated content, compelling storytelling, smart strategy, skillful analysis, expert training, and more. It takes a lot of curious and confident individuals, disrupting the status quo and taking chances. The pace is fast, the fun is furious, and the passion is real. We never rest on our laurels. Our motto? If it's not broken, fix it.

Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. #LI-SK1

COMPANY OVERVIEW:

SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Mot Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.


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Manager, Client Services Analytics & Systems

Sephora