Assistant Manager, Customer Loyalty Engagement

Sephora, a division of LVMH – Moët Hennessy Louis Vuitton, is a global leader in beauty retailing. It successfully operates more than three thousand points of sale across Americas, Europe, Middle East, and Asia. Its aim is to animate the most loved beauty community in the world.
Sephora Southeast Asia Oceania is a high growth division of leading global beauty retailer, Sephora. Our teams run omni-channel retail businesses in Singapore, Malaysia, Thailand, Australia, and New Zealand, franchise operations in India & Indonesia and we run ecommerce only businesses (the first in the world globally for Sephora) in Philippines. Our success is built on innovation, a unique product portfolio, market leading digital capability, and our exceptional people With ambitious growth plans we are always looking for talented people who are passionate about building businesses and developing themselves and our customers’ experience.
The Opportunity
Advocate for best-in-class loyalty experience, develop a deep level of subject matter expertise in the Beauty Pass program, and grow the program’s active membership base, awareness and satisfaction in the region (SEA, ANZ, India).
Responsible for protecting and growing the Black Tier and Gold Tier base, by developing and delivering impactful loyalty program propositions and strategies that would engage, reward, tier-up and retain our members.
Innovate new ways to elevate the program and rigorously test new ideas through launching pilots in country, developing success metrics and gathering key learnings to subsequently scale across the region.
Project manage and collaborate with cross-functional teams locally and regionally (e.g. CRM, analytics, marketing, brand partners, merchandising, supply chain, retail operations, ecommerce, data, tech and country teams etc) to bring your ideas to life across all Sephora marketing levers and touchpoints that are aligned with loyalty priorities and business goals.
Curate, source and maintain an attractive and well-stocked selection of rewards and gifts within the Rewards Boutique and Birthday Gifts in the markets.
Provide guidance to country teams with the expertise, framework and best-in-class toolkits necessary to deliver a consistent, elevated loyalty experience across the region. This includes leading regular reviews with country teams to ensure loyalty goals are on track.
Manage the financial implications of the Loyalty Program, mitigating points liability while driving value and engagement for customers. This includes enabling proactive management of liability, forecasting points redemption rates and optimization of reward offerings.
Drive the enhancement and evolution of the loyalty platform with IT team.
Requirements
Passionate about customer loyalty, retention, engagement and satisfaction.
Possess 5+ years of working experience in Loyalty/Customer Marketing/Customer Experience/CRM, preferably in a retail and eCommerce environment.
Technically-savvy with SQL proficiency, data analysis, digital marketing technologies and the loyalty ecosystem.
Self-starter, hands-on, steadfast in driving and creating processes, and possess a willingness to approach projects with a can-do attitude.
Ability to organise and manage multiple detail-oriented projects and to meet deadlines.
Possess strong analytical and problem-solving mindset, excellent people and presentation skills, and a solid understanding of consumer loyalty behaviour.
Prior experience working in a regional capacity, within a highly matrixed organisation is preferred.
Good sense of humor and an ability to stay calm in a storm.
Benefits
The people.
You will be surrounded by some of the most talented leaders and teams – people you can be proud to work with.
The learning.
We invest in training and developing our teams, and you will continue evolving and building your skills through personalized career plans.
The culture.
As a leading beauty retailer, backed by the LVMH luxury brand, our reach is broad and our impact is global. Yet there’s always room to explore. It’s in the Sephora DNA to champion a world of inspiration and inclusion where everyone can celebrate their beauty.
Sephora is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment, hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.
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