CONSUMER CARE OPERATIONS MANAGER

When you look at L’Oréal, what do you see? If all you see is lipstick, look again and experience the Freedom to go Beyond the ordinary. That’s the beauty of L’Oréal. We operate in 150 countries on 5 continents. With 36 international brands and 86,000 employees worldwide, we’re well on our way to fulfilling our common purpose: to create beauty that moves the world.

By 2030 we want to capture over another 1 billion consumers around the world. How? By creating cosmetic products which meet the infinite diversity of consumers beauty needs and desires, and always through digital innovation. Not only that but taking our sustainability goals seriously; moving us to a more inclusive and sustainable society, for every generation.

Our brands, dynamic culture, and always being our own challenger mean that we offer freedom and opportunity you won’t get anywhere else. 

If you want the Freedom to go Beyond, we’ll see you at L’Oréal.

Our Corporate Division supports the 4000+ strong workforce in L’Oréal 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.

We embrace our entrepreneurial spirit in everything we do, always challenging ourselves to new ways of doing things. That means looking for innovative solutions, sustainable developments, and having the freedom to go beyond the ordinary.

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.

You will

Manage all aspects of the Consumer Care Operations and Consumer Care vendor

• For all L'Oréal UKI divisions and brands (more than 30) / Across all L'Oréal categories

• Ensure best in class operations and respect of SLAs

• Work Force Management – ensuring forecast, planning of resources as per the seasonality of the business with the vendor partner

• Drive operational excellence by brining in both efficiency and effectiveness to drive brilliant CX i.e. CSAT, NPS, CES, ROI, remodelling / reimaging service

• Own and manage the relationship between the UKI business and Consumer Care

• Ensure liaison with Corporate Affairs, Legal and Scientific team for high level escalation

• Create flow of communication with Supply Chain, Operations & Ecomms team

• Own relationships with brands

Lead the definition and implementation of best Consumer Care processes

• Define best ways of working

• Ensure implementation of new processes

• Manage forecast and budget

Support the Head of CC in driving the transition, transformation and modernisation of the Consumer Care in the UK and Ireland

• Lead a successful transition to a new structure and/or new agency (depending on the RFP results) with minimal disruption to service

• Ensure smooth handover of, processes and knowledge across all channels and systems

• Lead change management for 3 key areas, consumers, stakeholders and teams during the transformation journey

You are

·       Proactive and Open: L'Oréal is for the pioneers, which means embracing new ideas, challenges and change with positivity and a hands on approach​

·       Accurate: You have the ability to work to a high degree of accuracy and meet deadlines. â€‹

·       Teams are the new heroes: There is no better feeling than being part of a successful and dynamic team, so even if you are Superman or Wonder Woman, you recognise that teams are the real heroes. â€‹

·       Only Human: we all make mistakes, but you are not afraid of failure. You learn and show how the experience has helped the business learn for the future and benefitted all.​

·       Ambitious: You crave success and L’Oréal is the ultimate place to achieve your dreams. We will support you all the way and make sure you have the support and development in place to help you succeed. â€‹

·       You. You are real. And you’re true to yourself. We cherish and celebrate diversity so you will feel right at home whoever you are.

You get

We put people development and learning at the heart of our business; we’ll help you master your role, develop your technical expertise and you’ll benefit from exceptional management and leadership programmes. From face-to-face workshops to our global online learning resources, you’re actively encouraged to embed learning into your daily life and are rewarded for continuous improvement. Don’t forget that every employee gets 3 Coursera credits; that means you can get qualifications from over 1000 universities from around the world, with thousands of courses to choose from.

Looking for a good work/life balance? With our new hybrid working scheme, you can take a flexible approach to work as well as benefit from early finishes on Fridays during the summer...so you can enjoy more time with your friends and family.

As any great employer should do, we make sure we look after your financial wellbeing. That’s why we have a great pension plan, profit share scheme and many more incentives to give you the security you deserve. We also put employee health and wellbeing at the front of everything we do; fully training employees as mental health ambassadors to support and educate ourselves further. There’s also the chance to enrol in medical and dental insurance, gym discounts, health check-ups and even yoga and Pilates classes to employees in all of our locations.

Oh, did we mention that as an employee you also get discount sales of up to 70% off throughout the year on our 36 brands? Plus, you also get the option to share that in our Friends and Family sales as well!

How we recruit

At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.