Sephora UAE Careers – 726+ Vacancies
List Of Opening Vacancies – Sephora UAE Careers
1: Omni Customer Experience Specialist – Sephora UAE Careers
Main Responsibilities:
Call Centre Management
- Create, review, and validate all Customer Service agency processes; Support team trainings in coordination with Call Center team leaders
- Ensure consistency of Customer Service messaging across all channels, digital and in store
- Work to “Sephorize” the call center team, making sure they stay engaged and up to standards
- Promote and infuse the Sephora tone of voice in all communications and scripts; liaise with content team as needed
- Actively work to onboard relevant business owners across headquarters and retail to CS processes
- Facilitate workshops and communication channels between internal teams and call center
- Define process to ensure call center staff is always kept informed of Sephora campaigns and policies
- Manage and oversee call center reports; verify and validate the quality checks performed by dedicated team
- Manage call center budget & monitor usage; ensure established SLAs are met
- Regularly review call center team structure and points of contact as needed
- Understand CS tools & platforms; Suggest and prioritize improvements
Customer Satisfaction
- Define and maintain a unique customer satisfaction metric across all available tools & platforms; ensure wider business is kept informed and relevant teams accountable
- Introduce an internal digital feedback feature for HQ & Stores; Coordinate and build relationship with local Sephora testers in KSA, Kuwait, Bahrain, Oman, Qatar
- Track and moderate customer feedback platforms: Love Meter, app store reviews, Mystery Shopper, Carriyo feedback, Call Center reviews etc.
- Ensure priority claims (ex: MOC & DED cases) across digital & retail are treated and resolved on time
- Liaise with legal and business teams to ensure all legal notices across the digital customer journey (Terms & Conditions, Privacy & Cookies policy, legal reassurance content at account creation, basket, etc.) is up to date, accurate, and understandable for final customer
Digital & Omnichannel Experience
- Regularly review end-to-end order experience on site and app; place test orders and flag improvement points to ensure a consistent experience across all markets and languages
- Action findings to reduce friction points, working to continually improve customer experience; Regularly raise tickets and coordinate with wider teams to track resolution against pre-defined SLAs: local IT, central IT, trade, marketing, animations, etc.
- Work with animations, marketing, CRM, and retail operations team to ensure permanent experience topics are tackled (Beauty Destinations content strategy, Store Locator upkeep, Retail Services online visibility, Gifting features available online, Loyalty Program visibility, etc.); create and maintain a roadmap for these topics, ensuring that initiatives have target dates against agreed priority
- Work with local IT and central IT/Business teams to scope and roll out Customer Service projects (Beauty Order, WhatsApp, etc.)
- Liaise with the Digital Product team to add initiatives to the digital enhancement tracker: work to identify priority levels of flagged improvements from customer insights, triage between bug and enhancement request
Skills & Experience Requirements:
The successful candidate must live and breathe for the Sephora customer. They/you will be a natural when it comes to digital tools & applications, and passionate about simplifying and enhancing existing processes. The candidate will be detail-oriented, skilled in managing both people and projects, and comfortable moving along both digital and retail channels.
Must possess an excellent command of the English language, both written and spoken. Arabic and/or French knowledge is beneficial.
2; Category Director – Sephora UAE Careers
Key Accountabilities –
Category Management
- Develop and execute the overall strategy for growth, including new brand selection, product selections, and strategic expansion of current brands.
- Develop and manage brand relationships, terms negotiations, including margin, tester/damages, training support, co-op, RTV’s and samples
- Develop and manage accurate assortments
- Plan launches, animations and marketing campaigns for brands within category strategy. Lead the assortment planning.
- Analyze and manage all elements of the categories to identify areas of opportunity
- Source and develop new brands that fill an important need gap within the category
- Interpret and communicate management direction to team members within the business unit to ensure that each initiative is developed within the desired timeline
- Communicate brand and business opportunities to stores and cross-functional teams.
- Manage fixture / planogram planning and implementation on Hair Play and Skin Care Buzz to internal stakeholders
- Communicate brand training needs to brands and the education team
- Manage brand fill rate and PO fulfillment with the Demand Planning team
- Overview registration process for color category launches and ensure timely coordination between the two departments
- Ensure brand activation calendars are created and actioned on timely basis
Omnichannel and Marketing – Sephora UAE Careers
- Drive Share of Voice in Care by partnering up with brands fueling differentiation
- Agree with brands on yearly co branding budget and establish yearly calendar in alignment with Marketing Department.
- Build a strong offer for KCPs and Trend Animations and oversee the 360 implementation
- Define brand and product relevant CRM activation calendar and secure participation from brands.
- Establish yearly PR Strategy for care in close collaboration with brands and PR team
- Define Trade Activation Calendar for Ecom platforms (in alignment with Brand strategy, and secure support for all Ecommerce activations)
Communication & Reporting
- Performance tracking on achievements vs budgets for category and by brand
- Develop KPI reports to keep management up to date on the category development
- Develop strong working relationship with all other cross functional departments
People Management
- Develop and coach the team
- Foster an engagement work environment that embodies the Sephora EVP.
- Ensure that they are appropriately motivated and trained and are working towards the achievement of the company and category corporate objectives.
- Develop and elevate the team through coaching, mentoring and performance management in order to be able to sustain the pace of the retailer
Skills, Experience And Personality
- 5+ years of experience in retail buying, merchandizing and / or planning and leading a team
- Ability to focus on the big picture – thinking ahead and developing plans to achieve business results
- Lead-by-example, results oriented, and proven ability to take leadership position, executing plans by leveraging their team and resources
- A strong track record of building organizational relationships cross-functionally with the courage and willingness to challenge others to develop breakthrough solutions
- Experience in the beauty industry or a keen passion for cosmetics is a bonus
3; Digital Application Manager – Sephora UAE Careers
Key Accountabilities –
- Responsible for managing and delivering digital tech initiatives, working closely with Product team to do this.
- Lead and supervise every phase of the digital tech project from start to completion.
- Delivering the right scalable, performance architecture designs and solutions.
- Works with the Product Managers, Developers and Engineers to define the vision and technical direction.
- Close coordination with both within and outside Sephora Middle East including Chalhoub IT and Central Team. Ensure processes are formulated and adhered.
- Work closely with the user experience department in designing, developing, and deploying scalable technologies that will lead to increased consumer satisfaction.
- Ensuring the optimal application of engineering resources to meet product development and consumer requirements and ensuring the implementation of agile processes that support site/software development processes.
- Overseeing the strategic deployment of the departmental resources leading to optimal resource allocation and the smooth and successful development of sites/software.
- Responsible for the service support and SLA’s, DORA metrics and change, problem and incident management processes within our engineering capabilities
- Managing stakeholder engagement, ensuring strategic alignment, and effectively communicating upwards, across, and down to the team.
- Recruit diverse teams who are both exceptionally talented and fit the culture of the business.
- Work with the teams to advocate and embed Agile/lean delivery methodologies.
- Mentoring and coaching colleagues within your team using your expertise as an engineer
- Help shape a world-class engineering function by bringing your experience of cutting-edge processes and technologies into the business.
- Ensure your team possesses and develops the right skills by deeply understanding the requirements of the product you are building.
- Encourage and facilitate communities of practice to ensure we share best practices across the engineering teams.
Skills, Experience, And Personality
- A bachelor’s or graduate’s degree in programming, computer engineering, computer science, or a related field.
- Previous experience leading a large technology change project.
- Experience working as a senior IT manager.
- Experience with database management and project management.
- Excellent technical skills.
- The ability to remain up-to-date with the latest software developments.
- Strong leadership, management, and customer service skills.
- Great analytical, problem-solving, and communication skills.
- The ability to handle stressful situations.
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