Regional Vendor Operations & CX Excellence Manager

Inside Lvmh; Angeles; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Sephora SEA is seeking a CX Operations Manager to lead regional vendor operations across SEA and Australia/NZ, driving performance and insights for better customer experiences. You will collaborate with BPO partners, internal teams, and senior stakeholders to implement improvements and ensure KPI attainment.

Ideal candidates have 5+ years in BPO leadership, a Bachelor's degree, and strong Excel/DOMO skills, with a proven ability to manage multiple LOBs and adapt in a fast-growing, multinational

Qualifications

• 5+ years in a leadership position in the BPO industry.
• Bachelor's/College degree in any field.
• Ability to handle multiple LOB and regional teams.
• Experience in DOMO is a plus.
• Intermediate to advanced Excel skills required.
• Strong customer service and people management experience.
• Regional team management experience.
• Diverse and adaptive.

Responsibilities

• Vendor management: lead development and maintenance of strategic relationships with key BPO vendors and ensure alignment with goals.
• Onboarding: lead onboarding for new partners and setup in internal systems.
• KPI & strategy: develop metrics for evaluating vendor performance and align with objectives.
• Relationship management: maintain relationships with partners via regular reviews and issue resolution.
• Risk & issue management: proactively identify risks and drive resolution with stakeholders.

Skills

Leadership

Customer Service

People Management

Stakeholder Management

Data Analysis

Education

Bachelor's degree

Tools

DOMO

Microsoft Excel

Job description

Sephora SEA is seeking a CX Operations Manager to lead regional vendor operations across SEA and Australia/NZ, driving performance and insights for better customer experiences. You will collaborate with BPO partners, internal teams, and senior stakeholders to implement improvements and ensure KPI attainment.

Ideal candidates have 5+ years in BPO leadership, a Bachelor's degree, and strong Excel/DOMO skills, with a proven ability to manage multiple LOBs and adapt in a fast-growing, multinational