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Customer Experience Director
2 weeks ago
**Location**
Singapore, Central Singapore
**Job Type**
Permanent
**Salary**
$12,000 - $19,000 Per Month
**Date Posted**
18 minutes ago
Additional Details
**Job ID**
80248
**Job Views**
1
**Job Description**:
Roles & Responsibilities
The Customer Experience Director at Sephora SEA is the custodian of incredible customer service and the driver of long-lasting customer engagement. Reporting to the VP of Marketing for SEA, the role is responsible for leading this centre of excellence and designing and growing the customer engagement strategy across Sephora’s omni-channel retail businesses. They will lead the team pillars of Customer Insights (understanding the customer), Customer Relationship Management (maximizing customer engagement), Sephora’s Beauty Pass Loyalty program, Customer Innovations (anticipating customer needs) and Customer Service (solving for today).
This is a role for a customer obsessed, data driven leader with a proven record of leading customer forward objectives and experience managing stakeholders in a matrixed, dynamic environment.
**You will shine here if you enjoy**
**Leading 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
**Leading 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
**Leading Customer Innovations**
- Champion opportunities to drive customer excellence through innovative solutions and projects
- Take a future-forward approach to leveraging 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 our customers
**Leading the Customer Service Team**
- Set clear performance metrics, service levels and requirements for customer service teams to meet and exceed customer expectations
- Develop and implements methods to record, assess, and analyze customer feedback
- Understand the requirements for procedures to enable high quality customer service experience in a call centre environment
**We would love to hear from you if are**
A customer-obsessed thought leader, who brings 10+ years in strong functional expertise in CRM, experience managing/running loyalty programs and customer service teams.
You will be:
**Customer-obsessed. **You are always walking in the shoes of the customer with an empathetic lens. You recognise and vision how Customer Experience is the heart of our business model and can foresee innovations in this space to continue wowing our customers.
**Highly data driven.** You will have proven success in leveraging customer insights for business success. You will get excitement from identifying, analysing and prioritising potential solutions through data.
**A Good Problem Solver,** and the ensuing buzz of being able to tackle it. You delight in being the problem-solver i.e. someone who isn’t deterred but rather, intrigued by a complex situation.
**A Team Leader.** You are someone who understands how to motivate, engage and inspire others with a clear vision and goals. You are constantly thinking about how you can contribute to or elevate the work of others—and vice versa.
**A clear communicator with stakeholder management strength.** From your team to functional leads to your regional/global counterparts. You delight in engaging others towards mutually beneficial outcomes. You look forward to team and partner meetings and have a knack with building and growing trustful relationships.
**Experience in an omni-channel environment** would be essential, and passion for beauty would make your job more fun.
**While at Sephora, your employee experience will be about**
- **Beauty & Beyond**: Every day we reimagine beauty, discover new brands, and influence positive change. Together we inspire ourclients, empower people, and help them become the best versions of themselves. We think this is beautiful.
- **Endless Evolution**: You will learn with innovators, artists, and experts in every field. As our business evolves, so will you. Here, you’re empowered to choose your own path, accelerate your growth, and be your best. As part of our family and the LVMH community, your options are endless.
- **Creativity Unleashed**: At Sephora, you’re encouraged to explore, innovate, and have fun while working with diverse clients, teams and leaders. You won’t just partner with iconic brands; you’ll h
