Handel
Kosmetik
Vertrieb
Aktualisiert vor 1 Tag
L'Oréal
Consumer Care Manager (m/f/d), Düsseldorf
Tasks
* Service Excellence: You ensure that the CCare agency delivers high-quality, ethical responses across all channels while meeting strict KPIs and maintaining a professional corporate image
* Quality Management: You maintain the Book of Processes, provide essential product knowledge and boilerplate texts, and conduct quality calibrations to ensure consistent, first-class service standards
* Reputation Management: You handle complex escalations and solve sensitive cases in close collaboration with Legal, Science, and CorpCom to protect our brands’ reputation and values
* Digital Innovation: You drive the integration of new tools, AI-driven technologies, and social media channels to optimize service processes within our consumer care universe
* Business Partnership: Partner with business and corporate teams to keep consumer care knowledge current, provide reportings and meaningful insights, drive development of a 360° Voice of the Consumer reporting, and engage in internal CCare awareness initiatives
Profile
* L’Oréal Expert: Experienced professional with a strong internal network, preferably within CPD or Luxe divisions
* Communication: Service-oriented with C2 German and fluent English skills for communication with internal and external partners
* Stakeholder Management: Proven ability to navigate international interfaces and external partnerships
* Process Driven: Highly structured mindset with a focus on optimizing workflows and operational excellence
* Tech-savvy: Comfortable working with a range of tools and systems and able to stay agile in a fast-evolving digital landscape
Apply
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