Consumer Care

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. 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. 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. #J-18808-Ljbffr