Fonction professionnelle: Digital

Type de poste: Permanent

Type de contrat: Full - Time

Site: London

Pays: United Kingdom

The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 32 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men around the world. We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L’Oréal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005.  Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L’Oréal.

Customer Care Business Intelligence Manager

In a beauty world where the services and experiences we provide to our consumers become more and more key to the success of our brands, the Customer Care function has a strategic role to play for L’Oréal. The British consumer is more demanding and more connected than ever and this department is at the forefront of L’Oréal customer engagement.


The Customer Care team is part of the CCMI (Customer Care & Consumer Insights) department. The mission of this department is to drive consumer centricity putting insight at the heart of  business decision planning by providing thought leadership and analytics on consumers, shoppers and competitors


The Business Intelligence Manager is responsible to ensure we take full advantage of the technology we have and to constantly seek out new technology to support our operations. Additionally, this role will lead the data practice of the customer care center to be a key component of our L’Oréal corporate data hub.

The role requires an individual with technical expertise to drive the technology behind customer care who can translate operational requirements into technical solutions. This role will also analyse our data to benchmark our performance and make recommendations for improvements to ensure we are maximising any opportunities and addressing any risks.

Key responsibilities:

Lead the digital and data transformation/modernisation of the consumer care center
Own and optimize the usage of all the different technologies used by the customer care center (Sales Force, Sprinkler, Google Cloud etc.)
Manage new technology releases and be the key CCC representative at the IT EMEA Steering Committee to influence and drive the right decisions for L’Oréal UKI
Manage the day to day administration of our technologies (data integration, reporting etc.)
Lead the data practice of the CCC. Collect and analyse data to recommend and drive continual improvement analysis of the Customer Experience. Track our progress and analyse ROI of these improvements.


Organised: You love a list and have strong planning and organisation skills – with the ability to re-prioritise as required.

Measured: We want to track the success of our campaigns and initiatives so projects must be able to show ROI.

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

Entrepreneurial. Every day, you spot opportunities to drive growth for our brand and our customers, making sure the good name of our brand is always protected.

Super creative: Whether it be in overcoming challenges or creating artwork for your channel, creativity is our back bone, and we love new ideas.

Proactive and Open: L’Oreal is for the pioneers, which means embracing new ideas, challenges and change with positivity and a hands on approach.

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.

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.

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.


In-depth knowledge of Salesforce (additional customer care tools e.g. webchat an advantage)
Ability to propose and implement solutions to problems with a proactive and can-do attitude
Flexible and proactive response to changing demands
Creative and able to independently generate ideas and value-add improvements
Proven process engineering and business analyst skills
Display strong project management skills with the ability to independently manage special, complex projects that are large in scope
Excellent communication and interpersonal skills. Able to multi-task, plan, prioritize and manage time effectively
Advanced computer skills, particularly with Microsoft Excel
A strong understanding of the Digital Eco-system
Experience working on Any Cloud would be a plus
Highly organised with prioritisation skills and strong communication skills  (written and verbal) and Excellent presentation skills
Highly numerate – strong analytically and good commercial acumen
Ability to inspire, motivate, coach and develop people
Strong organisational skills

Ability to work in an ever changing & demanding environment