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

Profile

Permanent Contract - Knowlegde & Customer Care processes Lead (M/F/X)

At Sephora, beauty means feeling recognized, valued, and fulfilled, both individually and collectively. It means building deep connections with others, celebrating diversity and inclusion, unlocking your potential, and taking action every day to make a positive impact.

Since our creation in 1969 in Limoges, France, and our integration into the LVMH Group in 1997, we have continued to reinvent prestige beauty. Today, we are still breaking the rules, driven by our purpose: to champion a world of inspiration and inclusion where everyone is invited to celebrate their beauty freely.

With 56,000 employees in 35 countries, including 15,000 in the Europe and Middle East region, we bring together customers, brands, and enthusiasts within the largest and most vibrant beauty community in the world. With a selection of nearly 500 brands, along with our own brand, Sephora Collection, we offer the most unique and diverse product range: fragrances, makeup, haircare, skincare… and much more.

This role is based in La Défense.

You will excel and thrive in this role if you are eager to…

• 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 our internal content (knowledge base for our advisors) and external content (Customer FAQ)
  • Ensure that our internal processes reduce the operational workload of teams (handling isolated cases)
  • Coordinate crisis situations and ensure that the partner is able to 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 by challenging its roadmap and identifying initiatives that can support Sephora’s strategy
  • Set up content management processes to ensure their quality and long-term effectiveness

Don’t hesitate to apply if:

• You have a strong customer mindset
• You are recognized for your leadership, especially in cross-functional settings, and for your organizational skills
• You have previous management experience (an apprentice will report directly to you)
• You are fluent in English
• You have at least 8 years of experience in a similar role (customer service project management, content management and writing is a plus)

By joining us, you will discover:

• A community where authenticity is a strength, and where our team spirit is enriched by our differences. You will be surrounded by talented teams you will be proud to work with.
• A culture that fosters personal development and leadership, with resources and opportunities to learn, innovate, and grow.
• Meaningful work where every action matters: whether creating unique experiences for our customers or inspiring the beauty world, we operate in an environment where everyone helps make a difference.

Together, let’s share something beautiful.

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