Função: Sistemas e Informações

Tipo de Emprego: Tempo Integral

Localização: ILE DE FRANCE (except Paris)

País: France

Organization :


L’Oréal is present in 140 countries on five continents. For more than a century, L’Oréal has devoted itself solely to one business: beauty; it is now the industry world leader with €25, 84 billion consolidated sales (in 2016).

The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. Our ambition for the coming years 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. To achieve this ambition, L’Oréal can rely on the support of a performing IT team.

IT EMEA’s purpose is to answer and anticipate business expectations efficiently by deploying and developing IT solutions across Europe, Middle East and Africa.


As a true business partner for all our divisions, our multicultural team directly contributes to the success of L’Oréal’s brand portfolio: Lancôme, Yves-Saint Laurent, Biotherm, Kiehl’s, La Roche Posay, Vichy, Garnier, Maybelline New-York, Kerastase, Redken (…)

Responsibilities and main missions:

The CRM Run Manager is accountable for the daily operations of the platform. He Is in charge of the quality of the service and manage all incident: 

  • Manages Incident process
  • Defines and improve process with partners
  • Reports KPIs activity to IT and business stakeholders
  • Qualifies all business request and liaise with CRM Programs Manager if needed


Overviews all the functions activities:

  • Ensures that all services provided by the Zone are delivered with a SLA
  • Ensures that the operational performance of services against SLAs is achieved
  • Designs a strategy for ITSM Services evolution

Interacts with local teams:

  • Establishes common communications channels and templates for interaction between Zone and local teams
  • Identifies dependencies and plans accordingly to ensure optimal deployments

Experience :

  • 2+ years in service desk/ help desk management
  • 2+ years in CRM projects
  • 2+ years in managing external partner
  • 2+ years in consulting firm or consumer goods industry

Project Management :

  • Project management methodology (ITIL)
  • Ability to manage external partners
  • Highly organized with attention to quality work
  • Excellent communication skills both verbal and writing


Technical expertise :

  • CRMB2C Tools : Salesforce, Adobe Campaign
  • ETL and Databas tools : Informatica, SQL Server
  • Project management tool (MS Project, JIRA, Trello)


Others :

  • Fluent English is mandatory


Formation :

  • Master degree or equivalent experience in Information Systems