Improve consumer experience and relationships through the analysis and the management of all interactions between consumers and L’Oréal brand.
Identify all the touch points encountered by consumers, their operational purpose and their role in the consumer experience
Use analytics to track and understand the consumer experience across channels (Web, Retail, Call Center, Mobile, Social Networks, and Media)
Assess each touch point’s effectiveness in terms of achieving its intended purpose against both business and consumer experience objectives. Identify strengths and weaknesses
Develop, publish, and implement an action plan to correct each identified weakness in line with involved departments
Ensure that the action plan is effective analyzing relevant data such as sales revenue, market share, consumer satisfaction, etc….
Connect with the entire entity ecosystem (General Management, Marketing, Sales, IT, Finance…)
Bring innovation and is always forefront of the new media frontiers and experimentation: precision advertising, real time buying…