Job ID: 227520
Location Name: FSC REMOTE SF/NY/DC -173(USA_0173)
Address: FSC, Remote, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Digital/E-Commerce
Remote Eligible: Yes

Company Overview:

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 Extra Ordinary in each of us. We are united by a common goal - to reimagine the future of beauty.

The Opportunity:

Your role at Sephora:
As an Implementation & Reporting Manager, you will optimize Client Services through systems and data analytics, identifying business / performance opportunities, strategic budget planning, and implementing initiatives. You will have a high impact through introducing new functionality, integrating large-scale initiatives, and ensuring Client Services can properly scale alongside the growing Sephora business. Reporting to the Senior Director, Client Services Analytics & Systems, you will be a subject matter expert in Client Services current systems, and a primary driver in our long-term visions of system evolutions and replacements. This will include supporting the development of business requirements behind new software, integrating the setup, troubleshooting the initial rollout, and scaling.

In addition, you will:

• Develop deep subject matter expertise regarding contact center systems and demonstrate great judgment in identifying areas of opportunity within the functionality.
• Own budget / forecasting analysis, tactics, and strategies for inbound contacts as well as strategic department initiatives. This includes creating models and tools for contact forecasts, budget scenarios, and return on investment modeling.
• Engage cross-departmental teams to share the voice of client insights and lead initiatives to improve client experience.
• Understand Client Services’ core business processes, including all system integrations with contact management platforms (i.e. phone, email, chat, and social media), to implement optimal CRM workflow configurations for Sephora's contact center operations.
• Identify department-specific business needs (i.e. agent productivity) and develop reports that address those needs. Design reports requested by Client Services and other cross-functional partners (i.e. Supply Chain).
• Provide first-line technical support for issues, incident requests, and upgrades related to the contact management platforms. Partner with Sephora IT and vendor technical support as needed and provide technical assistance to Sephora Client Services teams when required.
• Provide data that delivers key insights into client behavior and recommendations centered around the company's major strategic initiatives.
• Drive and monitor progress of new software rollouts, bringing attention to any needed adjustments.
• Assess and research complex, undefined problems facing Client Services, suggest analytical approaches, and help to apply innovative solutions via software enhancements.
• Develop, implement, and enhance global metric-based reporting software (i.e. Big Query) to measure agent, team, and departmental performance.
• Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative.

We’re excited about you if you have:

• 5-8+ years of business analyst or equivalent experience
• BA/BS required
• Strong mathematical, statistics, analytical, communication, and time management skills
• Experience growing and managing a team
• Desire to keep learning with a high just-in-time learning capability, especially for new systems and tools
• Experience building reporting infrastructure (i.e. Access and SQL databases, data warehouses)
• Ability to adjust priorities and thrive in an environment that is customer service-oriented, fast-paced, rapidly changing, and occasionally ambiguous
• Strong attention to detail, superior follow-up skills, and passion for customer service #LI-AZ1

The annual base salary range for this position is $127,000.00 - $144,500.00. The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program.

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 an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.