At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.
Role summary:
We are seeking a data-driven and operationally excellent Senior Specialist, Member Operations to deliver the end-to-end execution of our loyalty strategies. This role sits at the intersection of member communication, member service excellence, and CRM operations. The successful candidate will be responsible for orchestrating high-impact member communications for all CRM member campaigns, driving operational synergy with the Customer Service team to resolve complaints efficiently, and managing the backend systems configuration of all loyalty mechanics (coupons, vouchers, reward points, etc.).
The ideal candidate is a strategic thinker with strong analytical skills, capable of translating business goals into actionable CRM tactics while maintaining sophisticated performance tracking through monthly dashboards.
Key Responsibilities:
A. Strategic Member Communication & Campaign Execution:
Owner of the end-to-end member communication for key membership initiatives.
- End-to-End Campaign Orchestration: Lead the planning and execution of member communications for BPS (big promotion campaigns for member only), Member Day/Week, member lifecycle engagement, etc. Manage the full workflow from content strategy (content, copywriting tone, selling point, offer) to audience segmentation (defining target cohorts based on CRM models and business needs) and backend system configuration (trigger setup, journey mapping within the CRM/MA/CDP platforms).
- Performance Optimization: Establish a continuous improvement loop for communication effectiveness. Analyze conversion rates to refine communicating tactics. Fully and smartly utilize resources with cost conscious and gather insights by monitoring performance effectively.
- Data-Driven Reporting: Deliver and maintain a comprehensive Monthly Communication Dashboard. This report must visualize campaign performance trends, A/B testing results, channel performance(SMS & SmartBA) providing actionable insights to senior leadership for future adjustments.
- System Hygiene: Ensure all communication workflows are technically robust, minimizing delivery failures and ensuring compliance with data privacy regulations.
B. Member Service Excellence & CS Operations Support:
Bridge between CRM priorities and Customer Service execution to ensure seamless member experiences and high-level satisfaction.
- Cross-Functional Collaboration: Serve as the primary operational liaison with the Customer Service team. Translate complex CRM rules, promotion mechanics, and tier benefits into clear Standard Operating Procedures (SOPs) for CS agents to ensure consistent information delivery to consumers.
- Escalation & Complaint Resolution: Act as the Tier-2 support leader for complex member complaints related to dragon/store/product/membership. Ensure high-efficiency resolution times and maintain high member satisfaction scores (CSAT) and minimize the negative impacts.
- CS Performance Monitoring: Track and analyze the CS team's efficiency and effectiveness in handling inquiries and cases. Identify recurring pain points or knowledge gaps and initiate targeted training or process improvements by fully leverage resources and collaborations.
- Service Analytics: Produce a detailed Monthly Customer Service Dashboard. This report must highlight case volumes by category, average handling time (AHT), first-contact resolution (FCR) rates, productivity of frontline agents, and directly linking insights of service to actions to facilitate customer experience improvements.
C. CRM Operations & Loyalty Mechanics:
Guardian of the CRM loyalty program configuration in CRM/MA/CDP.
- Member Coupon/Point Configuration: Own the setup of all CRM-related campaigns configuration. This includes creating, testing, and launching various coupon types (discount codes, cash vouchers, free shipping, gift voucher, etc) ensuring accurate budget capping, validity periods, and user eligibility rules.
Tracking & Optimization: Monitor the real-time performance of ongoing loyalty activities. Proactively identify technical bugs or low-engagement mechanics and implement immediate fixes or optimizations.
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Key Performance Indicators (KPIs):
Success in this role will be measured by the following metrics:
- Communication Efficiency: Improvement in SMS/Smart BA(CRM related tasks) conversion rate
- Service Excellence: Secure 70% complaint resolution time within 48H; Maintenance of Member CSAT score above 95%; Zero critical escalations due to operational errors.
- Operational Accuracy: 100% accuracy in coupon and points configuration; Zero financial leakage due to system misconfiguration.
Reporting Cadence: 100% on-time delivery of high-quality Monthly Dashboards for both Communication and Service.
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The successful applicant:
- Excellent communication skills, negotiation skill, problem-solving skill to work closely with internal cross function teams and external vendors to achieve targets.
- Working experience: min. 5+ years working experience, candidates who work in similar position with practice in Beauty and Retail industry would be advantageous.
- Detail-Oriented: Obsessive about accuracy, especially regarding financial configurations (coupons/points).
- Collaborative: A natural bridge-builder who can align marketing, tech, merch and service teams towards a common goal.
Resilient: Capable of thriving in a fast-paced environment with changing priorities during peak seasons.
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Here, you will find:
· Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit
· Culture of empowerment, learning & growth, that offers you the tools, space and opportunity to learn, innovate and lead
· Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference
Join us and belong to something beautiful.
