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Customer Care Brand Liaison Manager

Сфера деятельности: Digital

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: London

Страна: 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 Brand Liaison 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.



YOU WILL...

The Brand Liaison Manager is a critical liaison between the L’Oréal brands, corporate communications, Consumer Care and the contact centre. You will act as a business partner and manage key stakeholder relationships for consumer care: presenting and feeding back regular insights to the brands and the contact centre to drive performance and growth; collaborating with brands on process/product improvements to enhance the customer experience; delivering ongoing training to the contact centre on our brands and to drive effective ways of working. You will need to quickly develop a strong understanding of each brand DNA, brand business model and have good sensitivity and knowledge of the different beauty metier (Skin/Makeup/Hair/Colour/Fragrances).

 

Key responsibilities:

Own and manage the relationship between the brands and the CCC
Lead the communication flow in between the CCC and the brands
Influence the brand marketing plans by providing relevant insights to the brands. Regularly present Customer Care insights to the divisions/Executive Leadership Team, adding a narrative and recommendation to bring the data to life.
CCC being a very important consumer touchpoint, this role will have a strategic key role to play into the engagement strategies of each brand.  
Attend Brand update meetings, collecting all relevant information both on performance and key activity
Share regular updates with the Contact Centre, connecting them to business performance.
Drive the constant education of the contact Centre agents by proving knowledge base on any product updates, new launches, new tech services provided by the brand (ex Modiface) etc. Also collaborate with Brands on process/product improvements to further advance the customer experience
Act as the key stakeholder liaising between Brands, Corporate Communications and Customer Care on any incidents e.g. press/TV articles, viral Social Media, developing good knowledge and understanding in the metier

YOU ARE...

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.


YOU HAVE...
In-depth knowledge of the beauty industry and strong sensibility to our different beauty Metier
Proven experience in building a strong network and in influencing and partnering both internal and external stakeholders
Proven excellent project management, strategic thinking and analytical skills
Demonstrated exceptional written and verbal communication skills
Proven excellent organisational skills and attention to detail
Proven ability to work well under pressure and meet tight deadlines
Ability to propose and implement solutions to problems with a proactive and can-do attitude
Ability to exercise independent judgement
Excellent research skills
Experience with Salesforce would be advantageous
Highly organised with prioritisation skills and strong communication skills  (written and verbal) and Excellent presentation skills
Ability to inspire, motivate, coach and develop people
Ability to work in an ever changing & demanding environment