Loyalty Project Manager Full-time Job

Key Accountabilities:

Identify and guide shaping the optimized Beauty Pass Program as per the short term and long term vision for the Middle East together with the CRM and Loyalty Director.

Lead and execute all loyalty initiatives involving technology enhancements, backend optimization and process improvements across brick and click.

Design, optimize and manage all policies/procedures related including governmental approvals, permits of operations and data/privacy compliance (GDRP).

Manage all processes and execution of life cycle gifting pertaining to calendar execution and set up to ensure customer rewards are executed timely across the region and successfully integrated into all back end processes and triggers.

Evaluate and proactively access short term and long term enhancements across Beauty Pass integration across all platforms and with all required cross-functional teams.

Oversee the overall Cardholder journey (by tier) across all customer touch points – and triage all pain points or potential areas of improvement.

Support specialist teams to mitigate any risks or issues that might impact the customer journey roadmap and coordinate with relevant stake holders to ensure a seamless customer journey.

Co-develop with key stakeholders key processes and enhancements as required for call center and customer service optimization.

Measurement and Reporting:

Own key program reporting involving customer touch points - including program optimizations, competitive reviews and gifting.

Manage dedicated project budgets as required and report accordingly on spend and monthly tracking.

Track monthly reporting from call center troubleshooting to ensure all customer touchpoints and inquiries are addressed.

Skills, Experience and Personality:

The successful candidate must be customer obsessed and passionate about bringing the best customer experience to our Beauty Addicts.

Bring 6+ years of industry experience in the realm of loyalty with demonstrated results in strategy/design thinking and execution.

Be comfortable working with customer back-end technologies (and/or loyalty management systems) and collaborating with Technology teams both regionally and globally.

Be detail-oriented and keen to dive into the details from data to technology and beyond.

Demonstrate comfort and experience in effectively navigating a complex organization of multiple stakeholders across teams and regions.

Be skilled at managing both people and projects, and comfortable working with both digital and retail channels.

Proficient at Microsoft Office,

At Sephora, we stand together and we stand for something more. For empowerment, for exploration, for the opportunity to impact peoples lives through the unlimited power of beauty.
As part of the LVMH family, Sephora is a powerful presence in markets around the world, constantly transforming and elevating the beauty shopping experience.
With our 3 000 stores & corners in 35 markets, we offer clients a unique retail experience, in store and online, through innovative services and an unparalleled beauty selection.
Beautifying peoples lives is what our more than 52 000 passionate in-store and office team members thrive to do every day. At Sephora, you can unleash your creativity, because weve got disruptive spirit. You can learn and evolve, because we empower you to be your best. You can be yourself, because you are what sets us apart.
Sparked by energy and excitement, our passion is contagious. So if you are ready to make your mark at a leading global retailer and belong to something beautiful, join us!