CDI - Lead connaissance et process relation client (F/H/X)

Profile

Permanent Contract - Knowledge & Customer Care Processes Lead (M/F/X)

Location: La Défense.

Responsibilities

• Lead or contribute to high-impact digital projects:
  • Be the entry point for projects impacting Customer Service and draft the appropriate processes and training materials.
  • Ensure launch quality with the partner teams and conduct a post-project review.
  • Lead and contribute to the launch or transfer of a new Customer Service operation in Europe.
• Contribute to the continuous improvement of customer relations:
  • Optimize internal content (knowledge base for advisors) and external content (Customer FAQ).
  • Ensure that internal processes reduce the operational workload of teams (handling isolated cases).
  • Coordinate crisis situations and ensure that the partner can respond to our customers.
• Co-build the customer relationship knowledge management strategy and ensure its deployment across Europe:
  • Manage the external partner responsible for the customer advisor knowledge base, challenging its roadmap and identifying initiatives that support Sephora’s strategy.
  • Set up content management processes to ensure their quality and long-term effectiveness.

Qualifications

• Strong customer mindset.
• Recognized leadership in cross-functional settings and organizational skills.
• Previous management experience (an apprentice will report directly to you).
• Fluency in English.
• At least 8 years of experience in a similar role (customer service project management, content management and writing is a plus).

Benefits

• A community where authenticity is a strength, and team spirit is enriched by differences.
• A culture that fosters personal development and leadership, with resources and opportunities to learn, innovate, and grow.
• Meaningful work where every action matters: creating unique experiences for customers or inspiring the beauty world.

At Sephora, we celebrate diversity and are committed to creating and fostering an inclusive environment for all.