Customer Care Manager at L'Oréal

Mission:

Oversees all aspects and is accountable for the Care strategy, the Care Engagement, and the standards of service provided (Efficiency, consumer and employee satisfaction, Business outcome, brand image & reputation, and budget requirements).

Main activities

0-5% engagement

Transmit the voice of the brand to the division to frame engagement guidelines.

• Frame the quality assurance and process-follow up.
• Define and adapt specific processes to the division by leveraging consumer insights (e.g., Quality, GDPR, Compensation and return…).
• Supports the voice of the consumer by passing on insights as requested by the brands, CMI, digital and e-commerce.
• Frame consumer journey by optimizing and refining D2C websites navigation; framing loyalty programs to ease consumer experience; Acquiring data and linking it with the CRM systems.
• Define engagement strategy by channel and by intent, along with the content to provide in priority per brand and per axis (product information & trainings).
• Proceeds to invoicing reconciliation in case of litigation escalation.
• Digitalize channels & follow KPI’s to boost the performance of the division.
• Build common skills between new Care métiers and Retail for 1:1 engagement and share with Retail processes, tech and KPIs regarding 1:1 engagement.
• Work closely with country education teams for training. 
• Measure the consumer experience quality at division level.

Profile Requirements

• Significant experience with customer service/CRM technology.
• Passion about consumer experience.
• Deep & nuanced understanding of consumer communications and consumer affairs.
• Experience with utilizing technology to improve business processes.
• Ability to build collaborative relationships internally.
• Service-centric leader, champion of the voice of consumer.