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Director, Customer Excellence
2 weeks ago
At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the ExtraOrdinary in each of us.
We are united by a common goal - **to reimagine the future of beauty.**
Sephora SEA’s omni channel business spans over 9 countries (Australia, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Thailand) with 100+ stores and boasts some global flagships such as ION and Raffles City in Singapore, F88 in Kuala Lumpur and Pitt Street in Sydney. Sephora SEA is experiencing rapid growth in the region with new store openings and business channels (i.e., Click and collect and marketplace).
**Director, Customer Excellence**
**Responsibilities**:
Lead Customer Insights
- Define data driven measures and approach to Customer Engagement & Retention
- Identify and convert data capabilities & insights to opportunities
- Partner with functional & country leads and guide them to adopt a data-led approach to business success
- Lead the design, execution and delivery of different disciplined testing approaches and strict campaign measurement methodology, including design and management of control groups.
- Conduct market research to identify customer needs, trends, and opportunities for program enhancements.
- Analyze program performance metrics and provide regular reporting to management, making data-driven recommendations for optimization and growth.
Lead Customer Relationship Management and Loyalty
- Lead the vision of making our Beauty Pass program bigger and better and to maximize the program for meaningful engagement with customers
- Improve touchpoints and visibility and bring innovation and exclusivity to the program offerings
- Drive a lifecycle management approach (from acquisition to retention to reactivation) for customer engagement and marry the same with the promotional and marketing activities
- Support marketing objectives to create a consistent brand experience across all channels.
- Stay updated on CRM and customer loyalty best practices
- Stay up-to-date with industry trends and emerging technologies in the loyalty and rewards space.
Lead Customer Innovations
- Champion opportunities to drive customer excellence through innovative solutions and projects
- Take a future-forward approach to leverage technology and data to enable and level up the customer experience
- Advocate and drive the need for a seamless customer experience and extend to newer capabilities to excite and delight customers
- Manage strategic customer projects in order to deliver them on time and within budget.
- Manage program budgets, timelines, and vendor relationships.
- Collaborate with cross-functional teams, including marketing, operations, analytics, and technology to ensure successful program execution.
**Prerequisites**:
- Great interpersonal & communication skills
- Team leadership experience in the relevant field will be beneficial
- BA/BS Degree with more than 10 years’ of experience in CRM, consumer insights, Marketing Analytics/ analytics technique will be of advantage
- Critical thinker and problem-solving skills
- Sense of ownership and pride in your & your team’s performance and its impact on company’s success
**While at Sephora, you’ll enjoy...**
- ** 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 within the LVMH family, our reach is broad, and our impact is global. It is in our DNA to innovate and, at Sephora, all 40,000 passionate team members across 35 markets and 3,000 stores, are united by a common goal - to reimagine the future of beauty.
You can **unleash your creativity,** because we’ve got disruptive spirit. You can** learn and evolve,** because we empower you to be your best. You can **be yourself,** because you are what sets us apart. **_This,_** is the future of beauty. Reimagine your future, at Sephora.**
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.
