Friday , March 29 2024

Sephora Jobs 2022 – Manager Reporting and Systems

Website Sephora

Job Description:

As a Manager, Client Services Analytics and Systems, you will lead a team responsible for developing reports and processes that improve department productivity and performance. Reporting to the Senior Director, Client Services Continuous Improvement, you will also oversee team members who administrate and configure tools that facilitate phone, email, and chat contacts from clients.

Job Responsibilities:

  • 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.
  • Manage team members to understand telephony and contact management software systems and develop deep subject matter expertise around contact center systems. Help team members grow in their capabilities and careers.
  • Identify department-specific business needs (e.g. agent productivity) and develop reports that address those needs. Design reports requested by Client Services and other cross-functional partners (e.g. 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 team when required.
  • Provide data that delivers key insights into client behavior and recommendations centered around the company’s major strategic initiatives.
  • Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative.
  • Understand Sephora 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.
  • Engage cross-departmental teams to share voice of client insights and lead initiatives to improve client experience.
  • Assess complex, undefined problems facing Client Services, suggest analytical approaches, and both oversee team members as well as contribute individually to creating reporting, building reporting infrastructure, and optimizing operational processes.

Job Requirements:

  • Strong attention to detail, superior follow-up skills, and passion for customer service
  • Ability to adjust priorities and thrive in an environment that is customer service-oriented, fast-paced, rapidly changing, and occasionally ambiguous
  • Desire to keep learning with a high just-in-time learning capability, especially for new systems and tools.
  • Strong mathematical, statistics, analytical, communication, and time management skills

Qualification & Experience:

  • Experience growing and managing a team
  • Experience building reporting infrastructure (e.g. Access and SQL databases, data warehouses)
  • 5-8+ years of business analyst or equivalent experience
  • BA/BS required

Job Details:

Company: Sephora

Vacancy Type:  Full Time

Job Location: San Francisco, CA, US

Application Deadline: N/A

Apply Here

careersvite.com