Función del empleo: Digital

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: Berkeley Heights, NJ

País: United States

L'OREAL USA

Director, Social Engagement and Brand Operations 

Department: Le Care (Corporate Digital)

Location: Berkeley Heights, NJ (two days of work from home each week)


Job Summary:

Social Engagement & Brand Operations lead for the Le Care team. Responsible for managing Social Engagement team and building and maintaining strong connection with brand teams including (1) sharing key insights to drive the business and (2) ensuring operations support team has everything required to effectively engage with consumers (example promotional calendars, sales projections, brand tone of voice etc.). Owns Consumer Experience Metrics liaising with Le Care Contact Center Leads and Brand partners to ensure best in class service that delivers business revenue through direct order placement. 

Key Job Accountabilities:

Lead Social Support & Engagement

  • Oversee Social Engagement Division Engagement Teams
  • Optimize social branded experience to best in class
  • Ensure team meets or exceeds service level and experience metrics

Ensure Optimal Branded Consumer Experience with LE CARE

  • Responsible for ensuring Le Care team embodies appropriate brand voice
  • Ensure Le Care team has all required information from brands to ensure best consumer experience across multiple channels in appropriate brand voice (including Product Information, FAQ, Consumer Response, and Training)
  • Initiate and participate in call calibrations
  • Supports the Le Care in ensuring optimal responsiveness on social engagement
  • Responsible for ensuring best possible consumer experience for assigned brands as measured by post engagement surveys and first contact resolution
  • Create and maintain documentation and content around process, rules of engagement, and brand voice for responsible brands

Sharing consumer voice to brand

  • Provides relevant consumer feedback related to all channels and understands the influence of these channels on the consumer experience
  • Identifies key issues, understands why issues exist, makes recommendations for improvement and tracks results.
  • Identify any gaps that could impact consumer experience and work with appropriate functional group to alleviate
  • Review survey and consumer contact data, presenting actionable information to interested parties
  • Create and sustain strong analysis of the L’Oreal USA brands insights from both offline and online data – sharing data in an impactful way as appropriate
  • Is involved in brand cross-functional team to bring insights to new product development
  • Regularly engage with customers in both live interaction and advocate shadowing to ensure real time understanding of consumer experience

Partner with Brands                      

  • Builds a network of contacts and sources of information throughout the organization
  • Leverage fact-based approach to provide value to brands to help establish relationships
  • Conduct regular meetings with brand contacts focused on proactively meeting business and consumer needs leveraging predictive analytics

Channel Management

  • Make recommendation to optimize consumer experience relevant to channels including making recommendations on new channel activation
  • Develop rules of engagement in partnership with key brand stakeholders
  • Develop, understand & align brand voice by channel

People Management

  • Manage Le Care Brand Liaison team
  • Provide regular coaching and feedback
  • Identify and develop key talent within department for opportunities within LE CARE and L’Oreal USA

Other considerations:

  • Travel may be required
  • Must be able to provide support outside of normal business hours as needed

Job Requirements:

  • Advanced Excel and PowerPoint skills
  • Ability to analyze consumer feedback and trends
  • Strong project and process management skills
  • Ability to analyze and plan appropriately for business demands
  • Exhibit sound judgment in handling confidential matters
  • Strong strategic and critical thinking skills
  • Experience with Salesforce, SAP, Commerce Cloud, Cognos or other ecommerce/reporting tools preferred.
  • Must be a self-learner who is willing to help out wherever needed.
  • Six Sigma and Lean experience a plus.
  • Develops and delivers presentations to external partners.
  • Excellent written communication skills.


We are an Equal Opportunity Employer and take pride in a diverse environment. We 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. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

#}