Funktion: Digitales Marketing

Art der Beschäftigung: Vollzeit

Ort: London

Land/Region: United Kingdom

Consumer Experience 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.

In the Professional Products Division, our mission is to support hairdressers and develop the hair industry sustainably, while benefiting all. We’re the founding Division for the L’Oréal group, having history more than 110 years ago. 

Here, you’ll be constantly looking to create connections between our brands, professionals and consumers in every market. Our mission is to always reinvent professional beauty and lead the digital transformation of our industry with a customer-centric approach. 

Thanks to our 6 global brands like Kerastase, Redken and Pureology, and 3 local brands across the world, we provide professionals and consumers with better, safer and more sustainable professional haircare, experiences and services.

SUMMARY: 

The Consumer Experience Team is a cross-branded team. The role supports transforming the professional hair industry through exceptional omnichannel (Online + Offline) experience that benefits all and paves the way for the Consumer Experience of the Future.  

Create Best in class O+O+Pro CX: Help transform salons & our industry through a better consumer experience. Focus on all 4 pillars of transformation:
1. Physical Transformation
2. Digital Transformation
3. Emotional Transformation 
4. Sustainable Transformation

Raise awareness & Amplify Reach through:

? Local Instagram Channel
? ACCESS (UK Education platform) & Salon e-Motion Talks 
? Salon Emotion In Session Events & PPD Brand Events
? Nurture the Community 

KEY JOB ACCOUNTABILITIES:

PHYSICAL/DIGITAL TRANSFORMATION: Working with key salon partners to help them transform their physical salon space and elevate their consumer experience. 
1. PROJECT MANAGEMENT – work on bespoke salon refits with key salons, supporting them on floorplans, concept design and shopfitters (Design & Production). 
2. PILOTS – Working on key projects across the division to test & learn new concepts, measuring the ROI on the project while ensuring it can be scaled & rolled-out. 
3. RETAIL - Elevate the in-salon consumer experience by making the physical space more seamless & memorable using digital technology, enhanced retail navigation and inspiring salons to change the way they retail.
4. COLOUR - Enhance the professional difference in salon by highlighting colour & showcasing theatre and artistry to elevate the in-salon experience.
5. CONSULTATION - Showing Professional expertise in salons, through digital tech and helping stylists to become more connected with their clients.
6. INSPIRATION & TRENDS – Showing to the division and hair pros, new retail concepts across the globe, trends in the way people shop and interior inspiration.  
EMOTIONAL TRANSFORMATION: Helping Hair professionals build strong relationships with clients by leveraging emotional intelligence and positive team culture. Working with external experts to upskill the hair industry on emotional connection.  
UPSKILL & ELEVATE: the hair industry and internal teams through digital and physical events/content, to elevate the consumer experience.  

KEY SKILLS NEEDED:

? Creative person both thinking & design skills 
? Ability to build and nurture relationships with key stakeholders both internally & externally 
? Project Management and organisation 
? Good data analysing skills
? Hands on approach/ Can Do attitude
? Passion / interest / and experience in the beauty or retail industries
? Presentation Skills – confident and can impact & influence 
? Experience working in a fast-paced environment

KEY INTERACTIONS:
? Communicate well with our salon partners (hair stylists and salon owners) as well as internal management to be able to impact & influence their decision making. 
? Briefing and working closely with external agencies, shopfitters and designers on creative design projects. 
? Work closely with other PPD brand teams, such as Marketing, Commercial and Finance.  


YOU HAVE:

MASTERED THE VISUAL MERCHANDISING FUNDAMENTALS 
Expresses and decodes salons image/value & sense of purpose.
Understands & Integrates Market ‘specificities. 
Understands customer path & shopper experience’s rules. 
Leads design innovation and approaches all projects with a creative eye.
Works with Canva Pro / Photoshop. 
Understands floor plans / 3D renders 


DESIGNED 360 CUSTOMER CENTRIC RETAIL CONCEPTS
Showcases and builds brands and salons visual identity to build customer centric retail concepts. 
Creates and designs visual concepts to animate a consistent customer path, launches and catalogue. 
Defines & ensures high quality standards of animation items.
Provides a 360 approach considering all customer touchpoints within the customer journey and pathway to purchase.


DELIVERED OPERATIONAL IMPLEMENTATION WITH EXCELLENCE 
Adapts the retail concept according to the distribution channel or customer profile. 
Ensures technical and legal compliance regarding the production. 
Cooperates with 360° internal & external stakeholders to guarantee consistent retail experience. 
Pilots & monitors animations to ensure these are in line with timelines and budget. 


ACTED AS A BUSINESS DRIVER
Supports and motivates the Consumer Experience team to deliver excellence.
Guaranties the ROI of projects in line with business objectives. 
Strong organizational skills and ability to work to strict deadlines and in a time pressured environment.

L'OREAL COMETENCIES: 

? Acts/Leads with human sensitivity
? Displays sensitivity to the ‘metier’ of L'Oréal
? Demonstrates entrepreneurship
? Innovates
? Achieves results, with integrity
? Manages complexity
? Interacts effectively

You show

Ambition: You anticipate, think and dream big, demonstrating a high level of aspiration. You are self-driven and show proactivity, especially when seeing problems as challenges. You thrive for exceptional performance.

Judgement: You can balance operational and strategic thinking, challenging the status quo and managing confrontation effectively. You cut quickly through complexity and ambiguity whilst also thinking sustainably and are future-oriented. You reduce complexity to get things done.

Resilience: You always demonstrate purpose and ownership mindset but manage your own energy well. You uphold positivity for others and persist, bouncing back when faced with obstacles. You step back at times and accept limits.  

Empathy: You cooperate and network effectively, creating genuine and trustful relationships with diverse people. You are sensitive to beauty and related emotions, always supporting others and showing benevolence. You understand and respect others’ feelings and motives.  

Learning Agility: You are a self-motivated learner, showing self-awareness and demonstrating openness and curiosity. You experiment and learn from mistakes and past experiences, always showing courage and stepping out of your comfort zone. You support the development of a learning culture.


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.