Sephora

Client Services Chat Supervisor, Client Services

Sephora

June 10, 2021


Job ID: 189504
Location Name: CA-FSC SF Off (0174)
Address: 525 Market St, 32nd Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type (Regular/Temporary): Regular
Job Function: Digital/E-Commerce
Is This Position Eligible for Remote? :

Client Services Chat Supervisor, Client Services

Location: Sephora Field Support Center (FSC) – San Francisco/Remote

Your role at Sephora:

As the Client Services Chat Supervisor, you will oversee the daily operations of our Home Chat team and ensure the highest level of service to all Sephora clients. You will be responsible for the ownership and coordination of the Home Chat team engaged in handling client chat inquiries through our proactive online platform. You will be responsible for managing a team of Home Chat beauty advisors, providing feedback, coaching and development to grow their skills, ensure KPIs are met and elevate the overall client chat experience at Sephora.
As the Client Services Chat Supervisor, you must demonstrate positive and influential relationships when working with peers within the FSC and collaborating with cross-functional partners. You will manage and mentor direct reports, as well as coach and develop talent on the global team as needed.
You will drive the Home Chat initiative and use your innovation and leadership skills to make the omnichannel client experience at Sephora unequaled in the industry. You will partner closely with Client Services Quality Assurance, Training, Operations, Human Resources and Field leadership to ensure a successful Home Chat program. In addition, you will:

I. Invest in Managing Team Performance and Development

  • Support FSC CSC Operations hiring, recruiting and advancement decisions.
  • Ensure creation and adherence to performance improvement plans designed to address KPI deficiencies.
  • Ensure effective coaching, feedback, and training is provided to associates, setting necessary development goals and following up on progress.
  • Develop and implement selling and up-selling skill building and incentives to drive the Sales focus for Home Chat BAs
  • Ensure workforce and real time management standards are met.


II. Drive Cross-Functional Partnerships

  • Develop and maintain strong partnerships with individuals at all levels of the business, including the FSC and vendor/Field partners.
  • Champion an omnitude across all teams to build on and improve the omnichannel client experience; drive to meet the client where she is and ensure a seamless proactive chat experience.
  • Partner with Senior Leadership, Home Chat Leaders, Training, Quality, and vendor/field leadership teams to ensure compliance from and provide guidance to staff on initiatives.


III. Align and own Strategic Initiatives/Improvements

  • Conduct trend analysis, identify needs, and provide recommendations for improvement in all applicable areas, including training, policy and procedure, systems, and overall business.
  • Develop, implement, drive, and monitor progress of new process rollouts, implementations, and compliance with expected policy, procedure, and processes.
  • Present progress reports and updates to the Sephora Client Service leadership team.
  • Identify opportunities to control expenses and partner with cross-functional teams regarding budget-impacting issues.


IV. Setting High Standards for Client Service and Quality

  • Evaluate quality monitoring data to ensure standards are being met.
  • Ensure alignment with our commitment to and passion for operational excellence and unequaled client experience.
  • Serve as a champion for reinventing and implementing changing quality standards.
  • Develop close partnership with all areas of the business to ensure alignment with our global objectives, along with appropriate training.

V. Contribute to Sephora Culture and Lead by Example
  • Build and maintain partnerships through consistent implementation of cultural initiatives across team and the business as a whole.
  • Demonstrate a determination to make Sephora a great place to work.
  • Exercise superior judgment.
  • Demonstrate a “fix it for tomorrow” mindset along with long-term, strategic thinking and initiatives.
  • Live and exemplify the Sephora Values, the Client Service Center vision and the omnichannel attitude.
  • 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:

  • 4+ years of contact center, customer service, or equivalent leadership experience required.
  • Bachelor’s Degree Preferred
  • Schedule flexibility – ability to flex with the business needs of a contact center environment, including potential early mornings, evenings and/or weekends
  • Ability to travel.
  • Experience and agility in working remotely.
  • Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from contact center agents to the executive team.
  • Ability to lead and develop others.
  • Remain poised and professional to thrive in an environment that is client-focused, fast-paced, rapidly changing, and occasionally ambiguous.
  • Strong attention to detail and exceptional follow-up skills.
  • Ability to self-manage multiple projects with tight timeframes and dynamic priorities.
  • Proven record in providing an exceptional client experience.
  • Strong verbal and written communication skills.
  • Strong critical thinking and problem solving skills with the ability to make quick, accurate, creative, and appropriate decisions.
  • Proficiency in Microsoft Office applications such Word, Excel, PowerPoint, and Outlook.

While at Sephora, you’ll enjoy…
  • Meaningful Rewards: Sephora offers comprehensive medical benefits, generous vacation and holiday time off, commuter benefits, an employee discount, free beauty product gifts from brand partners, and so much more. Details about our company benefits can be found at the following link: https://jobs.sephora.com/USA/content/Our-Perks/?locale=en_US.
  • Beauty & Beyond: Every day we reimagine beauty, discover new brands, and influence positive change. Together we inspire our clients, 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 help build them. We value your curiosity, your drive for success, and the emotional connections you make. Together we’re defining the future of beauty.
  • Bold Authenticity: Being bold and different has made us a global beauty and retail leader. At Sephora, we celebrate diversity, embrace your unique and winning spirit, and believe that real beauty is being authentically you. You are what sets us apart.
  • Diversity, Inclusion & Belonging: We pledge to create a beauty community where everyone’s uniqueness is celebrated, respected, and honored. We will drive diversity, equity, and inclusion in all aspects of our business—ensuring that our employees, brand partners, suppliers, and our clients feel a sense of belonging in store, online, and in our workplaces. We believe in demonstrating our values with action!


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.

COMPANY OVERVIEW:

SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998, and is currently home to 200 world-class brands - including its own private label, SEPHORA COLLECTION. Sephora's curated assortment features more than 14,000 products including makeup, skin care, perfume, hair care, body, professional tools and more. Sephora is the beauty education hub, offering consultations at the Beauty Studio, a variety of complimentary classes, one-on-one service from Personal Beauty Advisors, and exclusive retail technology SKINCARE IQ, COLOR IQ, and FRAGRANCE IQ. Sephora is an international force in beauty, and its award-winning website and ever-growing presence on social-media make it the world's premier digital beauty destination.