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.
Be responsible for leading the Commercial Support team as well as being hands on in terms of delivering operational tasks to ensure we offer the best possible support to our Commercial teams. The role reports into the Head of Customer Care and Customer Supply Chain.
The role will entail:
•Team Management - Management of the Commercial Support Advisors and Apprentice within your team ensuring 121’s & team meetings are executed and monitoring performance. Focus on personal development plans and identifying development needs within your team.
•Operational Day to Day Tasks - Ensure, alongside the team, phone & email queries are being answered within agreed SLA’s and key processes are being followed & executed.
•KPI reporting – Keeping close to KPIs and ensuring these are animated within the team to drive performance and improvements. These will be shared with the team and presented to the wider business where applicable.
•Relationship Management - Manage the relationship with key internal stakeholders to drive best in class customer service. Lead for a sales region whereby attendance at sales meeting’s is paramount to build relationships. This will entail presenting in these meeting on key business / team updates. You will be responsible for ensuring that the team are also developing positive working relationships within their own designated sales regions.
•Drive process improvements - Focus on improving processes within the team and also the service we deliver to ensure we are providing the best service possible whilst working as efficiently as possible.
•Bury Reps inductions – Lead and coordinate the Bury Rep inductions. You will seek feedback and strive to continuously improve this process. You will control induction materials to ensure that they are relevant, up to date and user friendly.
•Project Management - Support and lead on locally initiated projects as directed by the Head of Customer Care and Customer Supply Chain. You will also identify opportunities and propose new projects based on your data analysis and team feedback.
•Experience in a Customer Care environment is essential.
•Ability to build strong relationships with internal stakeholders.
•Ability to influence at different levels in the business and challenge the status quo.
•Experience in leading teams to achieve strong results.
•Ability to inspire, motivate, coach and develop people.
•Ability to work in an ever changing & demanding environment.
•Highly organised with prioritisation skills and strong communication skills
•Experience in presenting internally and externally and adapting communication style Ability to challenge ways of working and seek out ways to continuously improve