Job Title: Manager, Brand Voice Activation Lead (BVAL) Lancome
Division: CDMO
Location: Hudson Yards, New York City
Reports to: Director, le Care Brand Engagement
Who We Are:
For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.
At L’Oréal, our Digital team is an opportunity to be at the center of L'Oréal's digital transformation. We are determined to be pioneers in the new beauty tech world, and by incorporating digital into everything that we do, we are creating a better relationship with our consumers. When beauty and tech collide, the impossible can happen! Come join our dynamic team!
Job Summary:
The Brand Voice Activating Lead is pivotal in transforming consumer insights into actionable strategies for L'Oréal brands and cross-functional teams. This role ensures Le Care consumer feedback is effectively leveraged to elevate the customer experience throughout the entire consumer journey, while consistently embodying and integrating the brand voice across all direct engagement channels, including advanced automation and AI.
Key Responsibilities:
- Provide Strategic Brand & Consumer Insights:
- Serve as the primary liaison between the Le Care team and brand partners (e-commerce, marketing, product development), fostering collaborative relationships to integrate consumer insights into business decisions.
- Manage the end-to-end consumer feedback loop across all channels and product categories, providing brands with a deep understanding of consumer sentiment and its impact on the customer experience.
- Consolidate, analyze, and synthesize Voice of Customer (VOC) data from diverse sources (surveys, contact data, social listening) into compelling, actionable narratives.
- Proactively present data-driven recommendations, identify opportunities for improvement and track their impact on the consumer journey.
- Lead project management for brand-specific initiatives, including new product launches, technology innovations, and channel expansions, ensuring seamless onboarding and timely communication of progress.
- Engage directly with consumers through traditional, digital and social conversations as well as advocate shadowing to maintain real-time understanding of the consumer and agent experience.
- Identify opportunities for Consumer Care to engage with respective L’Oréal Brand’s consumer audiences via social platforms and channels; and propose + execute community management engagement in partnership & alignment with Brand’s Community Manager via Le Care team.
- Brand Voice & Content Integration:
- Translate brand voice and positioning into clear guidelines and content (scripts, FAQs, product information, training outlines) for customer service teams, ensuring consistent and appropriate direct consumer engagement across all traditional, digital and social conversation channels.
- Oversee and approve Generative AI responses and conversational designs for automated customer interactions, ensuring adherence to brand voice, accuracy, and quality standards.
- Facilitate quality calibrations, providing direct feedback to ensure alignment with brand voice and standards.
- Champion and represent respective L’Oréal Brands in all efforts to engage with consumer audiences via social channels, platforms and community whether through owned, earned, and/or pro-active intentions.
- Collaborate with Community Managers and social listening teams to ensure consistent and approved brand responses & participation to engage consumers via owned + earned social conversations & platforms.
- Leverage consumer feedback and agent insights to identify and implement policy or process improvements that enhance customer satisfaction and reduce service disruptions.
- Data Analysis & Performance Measurement:
- Develop, maintain, and report on key performance indicators (KPIs) and metrics for customer
- satisfaction, service delivery, and strategic initiatives, utilizing advanced reporting tools.
- Partner with Community Managers to evaluate performance and strategize opportunities to further engage with consumer & audience groups as it relates to driving Brand KPIs like share of influence, earned media value, NPS, and Brand equity metrics (e.g. affinity).
- Provide regular, impactful reporting on conversation metrics to continuously enhance the customer experience.
- Vendor Performance & Capability Management:
- Provide strategic oversight and guidance to vendor teams responsible for consumer
- interactions, ensuring adherence to brand standards, quality metrics, and customer experience objectives.
- Identify performance enhancement and coaching opportunities within the vendor teams, communicating constructive feedback and recommendations directly to vendor leadership for implementation and talent development.
- Collaborate closely with vendor management to ensure seamless and effective consumer interactions across all communication channels (e.g., phone, email, chat, social, ratings & reviews).
- Partner with vendor leadership to foster continuous improvement in service delivery and associate capabilities, aligning vendor team development with L'Oréal's strategic customer service goals.
Qualifications:
Technical/Professional:
• Proven project management skills with the ability to collaborate effectively with multiple
stakeholders.
• Strong analytical skills with the ability to translate complex data into compelling stories and actionable insights.
• Strong and savvy knowledge of social media platforms & tools and the current trends fueling audience engagement each channel.
• Proficiency in Excel and PowerPoint.
• Experience with SFCC, Cognos, PowerBI, and other reporting tools preferred.
• Experience in Market Research, Business Analysis, or Consumer Experience Journey Mapping is a plus.
• Six Sigma and Lean experience is a plus.
• Strong knowledge of the beauty industry and competitive brands.
• Excellent written and verbal communication skills, including presentation development and delivery.
Core Competencies:
- Ability to exercise sound judgment in handling confidential matters.
- A self-starter with a proactive and collaborative approach.
- Ability to navigate ambiguity and translate complex situations into digestible actions.
Other Considerations:
- Ability to be in Hudson Yard office in New York City in compliance with hybrid work policy of 3 days per week in the office.
- Must be able to provide support outside of normal business hours as needed
- Travel may be required
Additional Benefits Information As Follows:
- Salary Range [New York]: $98,400-$140,200 base salary (The actual compensation will depend on a variety of job-related factors which may include geographic location, work experience, education, and skill level)
- Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
- Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)
- Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
- Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
- Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
- Employee Resource Groups (Think Tanks and Innovation Squads)
- Access to Mental Health & Wellness Programs
Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!
We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
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