Director - Client Services - SEPHORA - San Francisco

Job description

The Director of Client Services is responsible for the management and performance of the internal and outsourced client call centers, ensuring and delivering the highest level of service to Sephora clients. He/she will oversee the teams engaged in handling client service inquiries via traditional and social media channels. In addition, the Director is responsible for designing and implementing improved business processes and operational policies. This position works closely with all cross-functional groups to ensure overall client satisfaction and employee retention.

RESPONSIBILITIES
Lead and develop an in-house management team responsible for the daily operations of the internal and outsourced centers that provide best-in-class service via phone, email, and social media channels
Work with the outsourced contact center leadership and account management teams to improve processes and deploy best practices to provide overall quality/consistency of service
Monitor and track internal and outsourced contact center KPIs and adherence to policy/procedure to maintain/improve quality standard of service in client interactions
Oversee forecasting/scheduling activities for both centers and ensure that accuracy and effectiveness get tracked
Provide the senior staff with monthly executive summary that includes key metrics and client feedback trends
Track staffing and training expenses for the internal and outsourced teams
Identify and implement innovative cost savings initiatives in partnership with the Operations Manager and cross-functional groups
Drive quality measurements and requirements with leadership teams for client service skills, technical accuracy, and adherence to company policies
Monitor and improve client satisfaction scores
Work closely with the corporate and outsourcer’s training teams to implement a state of the art training program
Drive the recruiting program requirements for non-peak and peak seasons
Work with online fraud and loss prevention teams to ensure client protection and monitor internal fraud
Support the execution of the 3-5 year client support road map and all other projects that impact the client experience

Desired Skills and Experience
QUALIFICATIONS
University degree required
8+ years of managing a team of 40+ employees
Proven performance management skills
Experience with call center systems, workforce management, and CRM applications required
Demonstrated expertise in managing BPOs
Experience in social moderation and vendor relationship a plus
Experience in reporting and metrics
Excellent client service and advocacy skills including extensive facilitation and negotiation skills
Strong leadership and mentoring skills required
Polished and professional conversation, written and presentation skills with ability to interact with all levels
Understanding of emerging client support channels
Knowledge of industry standards and associations
Ability to adjust to seasonal demands of retail environment
Work well and thrive under high pressure, real time environment of call center

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