Regional CX Vendor Operations Leader

LVMH Group; Angeles; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Sephora SEA is seeking a CX Operations Manager to lead regional vendor performance and customer experience initiatives across Southeast Asia and Australia/NZ. The role focuses on optimizing multi-vendor relationships, driving KPI alignment, and enhancing service delivery for both retail and ecommerce channels.

You will partner with BPO vendors, internal teams, IT and HR to implement improvements, manage risks, and ensure consistent customer service excellence.

Qualifications

• 5+ years of leadership experience in the BPO industry.
• Bachelor's/College Degree in any field.
• Ability to handle multiple LOB & regional teams.
• Excel proficiency (intermediate to advanced).
• Experience with DOMO is a plus.

Responsibilities

• Vendor Management: Lead the development and maintenance of strategic relationships with key BPO vendors.
• Vendor Identification and Onboarding: Research, identify, and evaluate potential partners; onboard new vendors.
• KPI Performance and Strategy Alignment: Develop KPIs for vendor effectiveness and align with objectives.
• Relationship Management: Maintain strong relationships with partners/vendors and internal teams; regular performance reviews.
• Monitor performance against SLAs and identify risks; issue resolution.
• Identify opportunities for improvement and growth with partners; optimize vendor performance.
• Proactively address performance issues or risks with stakeholders.

Skills

Leadership

Customer service

People management

Regional team management

Problem solving

Education

Bachelor's degree

Tools

DOMO

Excel

Job description

Sephora SEA is seeking a CX Operations Manager to lead regional vendor performance and customer experience initiatives across Southeast Asia and Australia/NZ. The role focuses on optimizing multi-vendor relationships, driving KPI alignment, and enhancing service delivery for both retail and ecommerce channels.

You will partner with BPO vendors, internal teams, IT and HR to implement improvements, manage risks, and ensure consistent customer service excellence.