Consumer Care

hace 2 meses

Ciudad de México CDMX L'Oreal A tiempo completo

Do you love your work and the people you collaborate with? At L'Oréal, we believe that when passion meets purpose, incredible things happen. Join the #1 Beautytech company and let's build the future of beauty together

**About L'Oréal**:
As a true beauty powerhouse, L'Oréal is dedicated to providing the right product to the right consumer, through a diverse range of channels. Whether it's in supermarkets, pharmacies, hair salons, perfumeries, or online, L'Oréal offers a vast portfolio of brands to meet every beauty need.

**Here's a glimpse into our selection process**:
Exploratory Interview: If your profile aligns with our requirements, you'll be invited to a one-on-one exploratory interview with a recruiter. This is an opportunity for us to get to know you better, understand your background, and discuss your career aspirations.

We're searching for our next Consumer Care & Social | Senior Manager - LATAM

**KEY JOB ACCOUNTABILITIES**

**Vendor Management**
- Oversee and manage the third-party vendor responsible for operating Consumer Care teams across Latin America in partnership with the Countries’ Consumer Care Leads.
- Performance KPIs monitoring, and ensuring adherence to service level agreements (SLAs).
- Analyze performance data, identify areas for improvement, and develop action plans to enhance efficiency and effectiveness
- Regularly assess vendor performance and identify areas for improvement, collaborating with the vendor to implement corrective actions and optimization strategies.

**Consumer Experience Strategy**
- Responsible for developing and implementing the overall LATAM Consumer Experience Strategy
- Collaborate with different countries and with cross-functional teams (Marketing, Communications, etc.)
- Champion consumer-centricity within the organization.
- Provide guidance and is the focal point in LATAM for eventual crisis with consumers

**Project Management**
- Lead and execute various Consumer Care projects across LATAM
- Manage timelines, resources, and communicate project status updates to stakeholders.
- Standardize processes across countries, optimize workflows, identify needs and opportunities

**Community Management Strategy**
- Responsible for developing and standardizing Community Management operations (Social Media Interaction) across all LATAM Countries.
- Collect feedback from Countries, connect with the Global Care Team team, and provide guidance to the vendor on handling consumer interactions.
- Build partnerships with other teams to boost social media and interactions

**PROFESSIONAL & TECHNICAL COMPETENCIES**

**Consumer Care Expertise**: Minimum of 5 years of experience in Consumer Care, Customer Service, or a related field, with a deep understanding of best practices and industry trends.

**Vendor Management Experience**: Proven track record of successfully managing third-party vendors, including contract negotiation, performance monitoring, and relationship building.

**Project Management Proficiency**: Demonstrated ability to manage multiple projects simultaneously, from initiation to completion, within budget and timeline constraints. Formal project management certification (e.g., PMP) is a plus.

**LATAM Market Knowledge**: Solid understanding of the diverse cultural landscape and consumer behaviors across Latin American markets.

**Fluency**: Fluency in Spanish and English is required. Portuguese is highly desirable.

**Analytical Skills**: Ability to analyze data, identify trends, and draw actionable insights to improve performance. Proficiency in using reporting and analytics tools is essential.

**Community Management Experience**: Familiarity with social media platforms and best practices for managing online communities. Experience responding to consumer inquiries and feedback on social media.

**SOFT SKILLS**

**Excellent Communication Skills**: Ability to communicate effectively with diverse audiences, including internal stakeholders, external vendors, and consumers across different cultures

**Interpersonal Skills**: Ability to build strong relationships with internal and external stakeholders, fostering collaboration and teamwork.

**Problem-Solving Skills**: Ability to identify and resolve complex issues effectively, proposing creative solutions and implementing corrective actions.

**Leadership Qualities**: Demonstrated ability to lead and motivate indirect teams, providing guidance and support to achieve shared goals.

**Adaptability**: Ability to adapt to changing priorities and navigate ambiguous situations in a fast-paced environment.

**Cultural Sensitivity**: Demonstrates respect and understanding for diverse cultural norms and values.

**Don't miss this opportunity to dive into the world of beauty**

At L'Oréal, we're committed to equal opportunities and growth for all talent. We believe a diverse work environment at all levels fosters innovation and deepens our understanding of the business.
- **Please visit "Your Application Space

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