Senior Product Manager, Client Services

Job ID: 259402
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: Information Technology
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:

Technology

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do, and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players that are integral to the growth of Sephora and our future success. 

Your role at Sephora:
Sephora is seeking a Senior Product Manager to lead initiatives for the Client Services Products team within our Product organization. In this role, you will focus on supporting Sephora as a leader across retail enabling exceptional Client Service for our Clients through the Contact Center.

This role sits at the intersection of business and technology. You will help define the strategy, roadmap, and delivery of key features to help the Client Service Team drive sales and support Clients in their purchase journey. You will work with partners in domains across site experience, loyalty, promotions, fulfillment and fraud. Reporting into the Senior Manager, Client Reach and Communication, you will be instrumental in delivering the next generation of our customer engagement solutions.

With your passion for e-commerce, customer focus, data obsession and your experience in people leadership, your role will be highly visible across Sephora, including Leadership, Client Experience, Legal & Data Privacy, Fraud, Client Services, CyberSecurity, Loyalty, Retention Marketing, other Product Management teams, Engineering, and UX departments.

Responsibilities:

• Cross-functional Collaboration: Partner with business stakeholders to develop and refine strategies that enhance and optimize Client Services tools, driving business goals in these domains. Work closely with Client Services, Fraud, Loyalty, Marketing, Legal, external partners, and Tech to ensure seamless integration and execution of initiatives.

• Strategic Roadmap Management: Lead the development and management of the Client Services programs' product roadmapm ensuring alignment with Sephora's strategic goals. This includes prioritizing initiatives, setting clear objectives, and defining key performance indicators to measure success. 

• Technical Execution:

  • Act as the voice of the customer by interfacing with the Client Service team to gather feedback, identify pain points, and synthesize insights for product improvements.

  • Provide clear requirements, support budget process, oversee the development, and ensure timely delivery of high-quality products.

  • Collaborate with engineering teams to ensure the successful implementation of your domains’ features and enhancements.

  • Define, monitor, and analyze key performance indicators (KPIs) to measure success and inform data-driven product decisions.

  • Develop and maintain comprehensive product documentation, user guides, and training materials to ensure seamless adoption of new tools and features across the organization.

  • Communicate product updates and progress to stakeholders and senior leadership through regular presentations, written reports, and other channels as needed.

• Process improvements: Identifies opportunities for cross-functional process/operational improvements and implements the changes. 

We're excited about you if you have:

• Extensive Product Management Experience: 8 + years experience proven track record in product management or related ecommerce field, with a significant portion spent managing retail technology programs. Experience in leading cross-functional teams and delivering successful products in a fast-paced environment.
• Experience with Customer Service Tools:  2 + years experience with implementing, administrating and/or using Customer Service Tools and Contact Management software, including telephony, chat, other secure messaging, order and account management.

The annual base salary range for this position is $142,020.00 - $175,300.00 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. This job will be posted for a minimum of 5 days.

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.