Senior Product Manager, Client Services

Job ID: 259402
Location Name: FSC REMOTE SF/NY/DC -173(USA_0173)
Address: FSC, Remote, CA 94105, United States (US)
Job Type: Full Time
Position Type: Regular
Job Function: Information Technology
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:

Technology

Our technology team works fast and smart. With San Francisco as our home, we take bringing new tech to market seriously, developing the latest in mobile technologies, scalable architecture, and the coolest in-store client experience. We love what we do, and we have fun doing it. The Technology group is comprised of motivated self-starters and true team players that are integral to the growth of Sephora and our future success. 

 

 

Your role at Sephora:
Sephora is seeking a Senior Product Manager to lead initiatives for the Client Services Products team within our Product organization. In this role, you will focus on supporting Sephora as a leader across retail enabling exceptional Client Service for our Clients through the Contact Center.

 

This role sits at the intersection of business and technology. You will help define the strategy, roadmap, and delivery of key features to help the Client Service Team drive sales and support Clients in their purchase journey. You will work with partners in domains across site experience, loyalty, promotions, fulfillment and fraud. Reporting into the Senior Manager, Client Reach and Communication, you will be instrumental in delivering the next generation of our customer engagement solutions.

 

With your passion for e-commerce, customer focus, data obsession and your experience in people leadership, your role will be highly visible across Sephora, including Leadership, Client Experience, Legal & Data Privacy, Fraud, Client Services, CyberSecurity, Loyalty, Retention Marketing, other Product Management teams, Engineering, and UX departments.

 

 

Responsibilities:

• Cross-functional Collaboration: Partner with business stakeholders to develop and refine strategies that enhance and optimize Client Services tools, driving business goals in these domains. Work closely with Client Services, Fraud, Loyalty, Marketing, Legal, external partners, and Tech to ensure seamless integration and execution of initiatives.

• Strategic Roadmap Management: Lead the development and management of the Client Services programs' product roadmapm ensuring alignment with Sephora's strategic goals. This includes prioritizing initiatives, setting clear objectives, and defining key performance indicators to measure success. 

• Technical Execution:

  • Act as the voice of the customer by interfacing with the Client Service team to gather feedback, identify pain points, and synthesize insights for product improvements.

  • Provide clear requirements, support budget process, oversee the development, and ensure timely delivery of high-quality products.

  • Collaborate with engineering teams to ensure the successful implementation of your domains’ features and enhancements.

  • Define, monitor, and analyze key performance indicators (KPIs) to measure success and inform data-driven product decisions.

  • Develop and maintain comprehensive product documentation, user guides, and training materials to ensure seamless adoption of new tools and features across the organization.

  • Communicate product updates and progress to stakeholders and senior leadership through regular presentations, written reports, and other channels as needed.

• Process improvements: Identifies opportunities for cr