For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.
CDMO: The Corporate Digital and Marketing Office mission is to put the consumer at the heart of L’Oréal’s business and drive digital innovation. As a force for L’Oréal’s innovation, CDMO delivers the best consumer experiences, drives new marketing models, and spearheads new digital capabilities to futureproof the group’s business.
What You Will Do:
The objective of the Le Care team is to provide outstanding “high touch service” for every consumer with whom we connect; improving the consumer care experience during the entire consumer’s purchase journey. The Service Excellence Director is passionate about the consumer experience and proactively seeks opportunities to exceed consumer expectations and enhance the consumer experience across all touch points to increase sales and profits. This role ensures a seamless consumer care experience by refining interactions between L’Oréal cross-functional teams and vendor partnerships. The Service Excellence Director leads the onboarding process for new service activations and drives channel expansions ensuring the overall experience of the consumer remains the key outcome.
Operations and Vendor Management:
- Responsible for achieving optimal service levels (service metrics/customer satisfaction/first call resolution) while maximizing use of resources and considering the expectations of the brand.
- Oversee vendor relationships and SLAs, recommending improvements to services provided to consumers.
- Ensure optimal service levels and consumer satisfaction across multiple channels.
- Manage all aspects of channel and service expansions for existing brands
- Set up and manage project plans, ensuring communication among key stakeholders and meeting timelines.
- Own the escalation process and collaborate on digital rules of engagement across teams, vendors, brands, pertaining to transversal topics such as corporate issues, crisis, recall, health related, privacy, quality product complaints, etc.
- Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative in these areas to reduce disruptions in service or detract from customer satisfaction.
- Review and challenge existing processes. Develop new processes as required by the business to improve service offerings, ensuring proper documentation and SOP updates.
- Responsible for all contact center consumer channels (i.e. Phone, email, live chat, social, ratings & review, etc.) meeting corporate compliance and service level expectations.
- Optimize consumer experience across channels and recommend new channel activations.
Consumer Experience and Feedback:
- Champion the Voice of Consumer (VOC) within the organization, providing relevant consumer feedback and insights.
- Identify key issues, recommend improvements, and track results.
- Review survey and consumer contact data, presenting actionable information to stakeholders.
- Ensure the team has all required information from brands to provide the best consumer experience.
Escalation and Issue Management:
- Own and drive complex issues and escalations, leveraging consumer insights to benefit internal stakeholders.
- Manage internal escalation teams and ensure effective crisis and issue management.
- Participate in crisis and issue management teams, monitoring and responding to social media issues.
- Provide real-time monitoring during crises and emerging consumer comments.
What We Are Looking For:
Technical/Professional:
- Minimum of 5 years in consumer engagement or communication, with contact center expertise.
- Advanced knowledge of MS Word, Excel, PowerPoint, and CRM systems like Service Cloud.
- Experience with reporting and analytic tools such as Cognos and PowerBI.
- Six Sigma and Lean experience is a plus.
- Strong project management, organizational, and communication skills.
- Ability to build collaborative relationships and handle sensitive situations with excellent judgment.
Competencies Required:
- Acts/Leads with Human Sensitivity
- Displays Sensitivity to the Métier
- Listens and Communicates Effectively
- Demonstrates Entrepreneurship
- Achieves Results with Integrity
- Manages Complexity
- Interacts Effectively
Other Considerations:
- Travel may be required.
- Must be able to provide support outside of normal business hours as needed.
What’s In It For You:
- Salary Range: $128,400 - $186,200
- Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
- Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)
- Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
- Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
- Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
- Employee Resource Groups (Think Tanks and Innovation Squads)
- Access to Mental Health & Wellness Programs
Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!
We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
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