L'Oréal Luxe Consumer Experience Manager 

London

I am the Consumer Experience Manager. I am responsible for delivering a world-class O+O consumer experience at all touchpoints based on the O+O strategy. I am responsible for converting our Offline Consumer touchpoints into Omni touchpoints, e.g. Data, CRM, Beauty Tech adoption that enhance consumer experiences & drives loyalty. 

Key Responsibilities:

O+O STRATEGY

• Deliver the O+O Consumer experience strategy for the division.
• Utilise all existing & new consumer experience tools to potentialise the consumer journey.
• Monitor Competitor benchmarking, trends & best practices across beauty & other industries.
• Deliver O+O Projects & Programs on time & within budget.
• Delivery of content and training on new & existing capabilities to bring to the consumer journey
• Support in coordinating the Luxe Retail Drives, Retailer & BA Conferences.

BEAUTY TECH & SERVICES

• Collaborate with the Brand on executing the Beauty Tech strategy.
• Champion Beauty Tech adoption, accelerating in store availability, usage and conversion.
• i-Beauty & CRM tool implementation, follow up & regular reporting of i-Beauty/services uptake, usage & recommendations for improvement.
• Reporting on i-Beauty, Tech & Services for the division across multi-brand& Brands.

OPTIMISING EXPERIENCE 

• Optimise the CRM/Data capture of consumers to brand databases/ loyalty programs, & advise on improvements.
• CRM / Data capture reporting & analysis to identify opportunities to improve capture & elevate CRM journey.
• Manage NPS Program & regular reporting & recommendations to drive change action for the Retail Management & Education teams to impact the consumer experience positively. 
• NPS: Manage the detractor follow up to drive customer loyalty in collaboration with Education & CRM team.
• Manage the CXE (Mystery Shop) program within budget, including regular reporting on results to the function, to be able to recommend corrective actions & seize opportunities.

BUDGET MANAGEMENT

ABOUT YOU:

I AM:

• Head office Based
• Level 5

MY CORE KPIS ARE:

• CXE 
• NPS rate
• Services, BT, i-beauty usage
• CRM/Data capture/Loyalty
• Sell out performance

MY DELIVERABLES/OUTCOMES ARE: 

• World-class consumer experience
• NPS program
• CXE Program
• Beauty Tech Reporting 
• CRM / Data capture reporting

MY KEY STAKEHOLDERS ARE:

• BA Experience
• Field Management & Education
• CRM
• CDMO

I HAVE IN-DEPTH KNOWLEDGE OF:

• Retail Experience
• Education & Consumer journeys
• Omni Ecosystem

MY KEY SKILLS ARE:

• Retail Experience
• Marketing & Commercial 
• Stakeholder Management
• Education, Training & Facilitation
• Strategy Ideation 
• Analytical skills

WHAT WE OFFER

Our people are at the heart of everything we do and play a vital role in the success of our company. We are committed to offering you a package that is fair, competitive, and equitable to help support you to do what you love most, achieve your goals and become the best version of yourself.

Our range of optional benefits include money-saving offers and exclusive discounts, in addition to health & wellbeing support, development opportunities, flexibility, and leave entitlements. You will also have access to private medical and dental insurance, an enhanced pension, 25 days annual leave increasing after 3 years’ service, an online staff shop with up to 60% off products, access to incredible trainings and monthly talks, enhanced family leave provisions as well as up to 4 weeks paid fertility leave. We also have app partnerships with Thrive for mental health and Peppy Menopause support and an employee assistance service available to all employees for if and when you need it.

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.