Job Title: Manager, Customer Experience – Amazon

Division: Consumer Products Division

Location: Hudson Yards

Reports to: VP, Customer Team Leader, Amazon

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 Consumers Products, our mission is to democratize the best of beauty, and for us, beauty has to be sustainable. Our division holds the world’s #1 beauty brand with L’Oréal Paris, the #1 makeup brand with Maybelline New York, the #1 natural brand with Garnier, as well as NYX Professional Makeup.

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 Manager, Customer Experience – Amazon role is accountable for building customer experience across all CPD Brands on Amazon, inclusive of media, activations, and ongoing content optimization to meet brand’s objectives.

The media strategy involves co-building category level Amazon annual media plans (search/display/OTT) to measure, optimize and track performance. This individual will leverage the SMART model (specific, measurable, achievable, relevant, and time bound) to tie back to business goals and track main KPIs which include traffic, conversion, sales, and ROAS/ROI.  The position requires the individual to work closely with internal teams and media agency on co-building plans and optimizations to ensure alignment and cohesive communication.

In addition, the role requires leading and proactively optimizing non-Amazon media marketing levers for Amazon, including (but not limited to) merch investment, account-specific content, and vine. This person will help build and maintain an annual holistic and balanced activation calendar for each category which captures national activations, Amazon media, promo activations, and tentpole moments.

Lastly, the customer marketer will be responsible for the total customer experience on the Amazon platform.  This includes, but is not limited to, optimization of product display pages, optimization of titles and bullets, recommendations for best in class content (video, images, etc), and customer brand store and brand shopping pages.

Roles and Responsibilities:

Data Driven Responsibilities

• Search optimization

• Work with Marketing team to optimize content for search on Amazon to achieve high ranking and visibility
• Analyze keywords using tools to identify opportunities for both short and long tail search terms
• Optimize copy to ensure we are reaching the right consumers

• Conduct A/B testing on keywords, titles, and content

·       Drive Sales via Amazon Media, Traffic and Conversion

Overall Marketing Responsibilities

• Build best in class content
  • Lead the customer/user experience for Amazon PDPs and brand store
  • Work closely with Marketing team to ensure content creation for new launches and pillars is refined for Amazon to maximize consumption, search, traffic and conversion (including copy, alt images A+ content, videos, reviews generation)
  • In partnership with Shopper, collaborate with brand liaisons in the US and DMI teams to ensure alignment and that needs are met, including communicating content needs and sharing of best practices
  • Develop content learning agenda and lead PDP/brand store hygiene initiatives
  • Ongoing maintenance of PDPs including optimization of product titles, descriptions, images, videos, and A+ content 
  • Accountable for customer experience and conversion on Amazon brand content pages including product detail pages and brand store
• Grow the Shopper Base /Acquisition
• Creator and Visionary

Qualifications / Experience:

• 3-5  years experience in eCommerce and/or Digital Media roles, Amazon-specific preferred
• Deep understanding of consumer packaged goods industry
• Strong understanding of digital marketing/media, promotional tactics and various marketing vehicles 
• Track record of delivering business results by driving insights and strategically sound marketing programs
• Strong ability to build trusting relationships with cross functional partners and with client. 
• Innovate in a collaborative manner.

Additional Benefits Information As Follows:

Salary Range: $98,200-$137,500 (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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