Head of Consumer Care

6 months ago

London, United Kingdom L'Oreal Full time

Do you have experience in customer care and consumer engagement, enjoy drawing insights and brand liaison? We are on the lookout for a **Head of Consumer Care **to join the L'Oréal UK & Ireland team.

**WHO WE ARE**

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact.

Our Corporate Division supports the 4000+ strong workforce in the UK & Ireland. It’s a fast-paced and dynamic environment when you’ll have visibility over our 4 Divisions and play an integral role in moving our business forward. Our founder Eugène Schueller once said that “a company is not walls and machines, it’s people, people, people”. Joining our corporate teams means joining the world leader in beauty, at the cutting edge of innovation. But above all, it means becoming part of a team of talented and inspiring people.

Central to the brands’ Digital acceleration, the Chief Digital Marketing Office (CDMO) consists of Digital Marketing & Innovation, Customer & Market Insights, Customer Care, Media and Data & Analytics teams. The team works with L’Oréal’s brand teams, partners such as Google & Facebook, our agencies across Digital media, Social, CRM and creative, and our global CDO team in Paris, with innovation a key focus for L’Oréal UK&I.

**A DAY IN THE LIFE**

As, the Head of Consumer Care, you will:

- Lead the UKI Consumer Care team:

- Manage and develop a small team, ensuring cross-functional collaboration
- Secure quality of service
- Ensure the Consumer Care extended ecosystem (Consumer Care CMO team, E-BAs, Community Managers) answer to consumers with "One Voice"
- Develop strong business partnership with the Europe zone to support business needs
- Manage the consumer care hub budget and forecasting
- Support the brands in setting their consumer engagement models (contact & sales channels, consumer experience, service level,)
- Own and manage the senior relationship between the UKI business and Consumer Care:

- Mitigate any escalation or public-facing issue with the relevant stakeholders (corporate communications, brand,)
- Anticipate opportunities for long term continuous improvement alongside Supply Chain, Operations, Ecomm and brands teams
- Create insights through data, to be shared with relevant stakeholders
- Investigate all efficiency means, through tech, data & process: digitalization, automation, AI-powered tools, harmonization of processes, training levels

**WHO YOU ARE**
- Demonstrable experience in a consumer orientated role
- Experience preferably within a fast-paced consumer sales or marketing environment, with an understanding of a mix of distribution points
- People management: acting and leading with human sensitivity, ensuring each individual has a work plan that showcases and develops their skills and talent, empowering & coaching them to be their best every day.
- Excellent communication skills (written and verbal) and excellent presentation skills, able to influence and inspire any audience
- Strong collaboration skills, able to work in a fast-pased, agile way, learning and adapting projects in line with business needs
- Project management expertise, ability to lead, manage complexity, number of interlocutors, timelines and stakeholders
- Strong analytical skills and sound commercial acumen
- Salesforce & Sprinklr skills (desirable)
- Retail Education basics

**WHAT WE OFFER**

Our people are at the heart of everything we do and play a vital role in the success of our company. We are committed to offering you a package that is fair, competitive, and equitable to help support you to do what you love most, achieve your goals and become the best version of yourself.

Our range of optional benefits include money-saving offers and exclusive discounts, in addition to health & wellbeing support, development opportunities, flexibility, and leave entitlements. You will also have access to private medical and dental insurance, an enhanced pension, 25 days annual leave increasing after 3 years’ service, an online staff shop with up to 60% off products, access to incredible trainings and monthly talks, enhanced family leave provisions as well as up to 4 weeks paid fertility leave. We also have app partnerships with Thrive for mental health and Peppy Menopause support and an employee assistance service available to all employees for if and when you need it.

**HOW WE RECRUIT**

At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions

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