Manager, Data Insights

Job ID: 263886
Location Name: CA-FSC SF Off (0174)
Address: 350 Mission St, 20th Floor, San Francisco, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Digital/E-Commerce
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:

As the Client Services Manager, Data Insights, you will leverage your expertise in complex database research and analytics to obtain data that drives strategic decision-making and operational efficiency. You will work extensively in Sephora’s Data Platform using SQL queries to find and analyze data across functions including customer service appeasements, refunds, logistics, and sales. You will use an analytical, data-driven approach to be responsible for problem solving to understand root cause for exceptions, delivering strategic analysis and persuasive business cases, identifying trends and opportunities, and developing solutions to improve processes that optimize the customer service agent and client experience. You will also lead the identification, evaluation, and integration of artificial intelligence (AI) capabilities into Client Services tools, including natural language processing (NLP), machine learning algorithms, and predictive analytics to enhance user experience, automate workflows, and provide intelligent insights. You will shape the direction of the Client Services team and broader company initiatives by translating technical findings into actionable steps that enhance program rollouts.

Duties and Responsibilities

• Drive results by procuring and analyzing data from Sephora’s Data Platform and other sources and using expert knowledge of internal and external departmental processes, creating the ability to call out deviations from our expectations/standards, to understand what is needed to address, to propose solutions, and to develop frameworks to measure opportunities and impact. 
• Imagine, identify, and evaluate artificial intelligence capabilities and make them happen by implementing them in Client Service tools. 
• Collaborate with cross-functional departments and within Client Services to initiate key technology projects, long-term, large-scale initiatives, and process improvements. Define requirements, build frameworks, and review work done by junior team members.
• Engage & inspire by providing business leadership and representing the voice of Client Services, especially through leading technology requirements definition for Client Services platforms, and presenting data and developing presentations that advocate for client/department improvements and strategic company initiatives. 
• Manage ambiguity through the resolution of complex, undefined issues that surface from the front-line Client Services team, determining whether project requirements have been defined accurately and completely to meet business needs, determining what issues should be prioritized for escalation and what resolution timing is needed.

Experience

• 5-8 years of experience using data analysis tools and software, including familiarity with SQL and the ability to write intermediate level queries for data extraction.
• Performing large-scale analytics to identify trends, opportunities, and risks.
• Designing process improvements with an emphasis on new, complex, and large-scale projects and using artificial intelligence (AI).
• Working closely with departments (e.g., Technology, Product Management, Risk Management, Loyalty) to lead data-driven decision-making.  #LI-AZ1
   

The annual base salary range for this position is $114,750.00 - $128,250.00 The actual base salary offered depends on a variety of factors, which may include, as applicable, the appl