CUSTOMER CARE MANAGER - REGISTER YOUR INTEREST

Manchester or Nottingham

This advert is a general Customer Care Manager role at L'Oréal. We are interested in a range of seniority whether that be Executive, Manager, or Senior

L'Oréal seeks a highly motivated and experienced Customer Care Manager to join our dynamic Shared Services team. This crucial role involves managing a team of customer care executives in the day to day activities from order to cash while fostering strong, collaborative relationships with both internal stakeholders and external customers. The successful candidate will be responsible for the timely and accurate processing of transactions from receipt of orders through to returns management, ongoing account monitoring, optimization of sales & efficiency and all the management responsibilities that come with a multi divisional team of internal and external personnel.  A passion for enhancing our customers experience and a commitment to building strong, productive, contented team essential.

A Day in the Life of a L’Oréal Customer Care Manager

A Customer Care Manager at L'Oréal navigates a vibrant and multifaceted landscape, requiring a unique blend of analytical prowess, strong relationship management skills, and a keen understanding of the nuances within the beauty industry. Every day presents a fresh set of challenges and opportunities, with a typical workday potentially encompassing the following:

Communication is Key: A significant portion of the day involves responding to a steady stream of enquiries, emails and calls. Primarily from our Commercial partners or via your team who may need support in their day to day activities.  Skilfully resolving discrepancies with and providing timely updates to internal stakeholders on the performance of specific issues.

Proactive Analysis and Insight: A Customer Care Manager at L'Oréal doesn't just react; they anticipate. Analysing data is crucial for understanding performance, identifying emerging trends, and proactively addressing potential issues before they escalate. This often involves preparing comprehensive reports and presentations to effectively communicate key findings and potential risks to senior management, contributing directly to informed decision-making.

Diplomacy and Resolution: When issues are identified, the Customer Care Manager takes the initiative to contact all relevant stakeholders, engaging in a transparent synopsis and to manage the expectations always with the customer in mind. 

WHO YOU ARE

•    You will be instrumental in managing your team with a customer centric mindset

•    You will be instrumental in animating and delivering the customer care strategy.

•    You have excellent written and verbal communication skills

•    You have an analytical mindset ( especially Excel and PowerBI)

•    You have an ability to manage complexity and be able to consider things from multiple perspectives

•    You have an ability to work accurately and quickly under time pressure, with a focus on attention to detail

•    You can forge strong relationships with our Internal stakeholders 

•    You will have strong time management skills working with defined timescales 

•    You will support the delivery of key KPI's, participate in process improvements and support change management head on

WHAT WE OFFER

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.

Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.

Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!

WHO WE ARE

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact. 

Our Corporate Division supports the 4000+ strong workforce in the 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. 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.

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.