Consumer Care Senior Manager

hace 3 semanas


Ciudad de México, Ciudad de México L'Oreal A tiempo completo

Enhance the Consumer Experience in LATAM as a Senior Manager of Consumer Care Operations. Develop and implement the overall LATAM Consumer Experience Strategy, collaborating with different countries and cross-functional teams.

Key Responsibilities:

  • Develop and implement the Consumer Experience Strategy for LATAM, ensuring alignment with company goals.
  • Manage and maintain relationships with third-party vendors, including performance monitoring and contract negotiation.
  • Lead and execute various Consumer Care projects across LATAM, standardizing processes and optimizing workflows.
  • Develop and standardize Community Management operations across all LATAM countries, providing guidance to the vendor on handling consumer interactions.

Required Skills and Experience:

  • Minimum 5 years of experience in Consumer Care, Customer Service, or a related field, with a deep understanding of best practices and industry trends.
  • Proven track record of successfully managing third-party vendors, including contract negotiation, performance monitoring, and relationship building.
  • Demonstrated ability to manage multiple projects simultaneously, from initiation to completion, within budget and timeline constraints.
  • Fluency in Spanish and English is required, with Portuguese highly desirable.

Leadership Qualities:

  • Demonstrated ability to lead and motivate indirect teams, providing guidance and support to achieve shared goals.
  • Excellent communication skills, with the ability to communicate effectively with diverse audiences, including internal stakeholders, external vendors, and consumers across different cultures.


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