Customer Care Co-Ordinator

L'Oreal ,
London, Greater London
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Job Description

The world leader in beauty, L'Oreal is present in 130 countries on five continents. Our 32 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men around the world. We want to bring beauty to all people. Our ambition by 2020 is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires through continued digital innovation. L'Oreal encourages diversity and sustainable, ethical sourcing for all our products and we have reduced our emissions by approx. 50% since 2005. Our brands are leaders in beauty, and we are looking for you to lead the change you want to see in L'Oreal. Consumer Care Co-ordinator CCMI (Consumer, Care & Market Insights) Team The Consumer Care & Market Insight (CCMI) Department is a strategic function sitting within CMO (Chief Marketing Office) and working across L'Oreal 4 divisions. The CMO is made up of 4 teams (CCMI, Media, E-Commerce, Digital) who support the business and drive the Digital Transformation. The Consumer Care team is aiming to provide to L'Oreal consumers a 5 stars experience and foster love for our brands. We have launched this year an ambitious roadmap to modernise our ways of working, digitalise our tools, streamline our processes and transform Consumer Care to lead Advocacy. The Consumer Care Coordinator role will report into the Consumer Care Operations Manager. This role is a champion for change, to actively challenge the status quo and to proactively seek and drive improvements and efficiencies in response to our customers' ever evolving needs and expectations that in turn will elevate the customer experience. YOU WILL... Contribute to L'Oreal UKI growth by providing in-depth market understanding through on-going and ad-hoc analysis. Build and define new processes and effective ways of working with the agency Identify data requirements and KPIs to ensure performance can be measured Collect and analyse data to recommend and drive continual improvement analysis of the Consumer Experience. Track our progress and analyse ROI of these improvements Ensure compliance procedures are in place, working efficiently and properly adhered to Act as the first line Consumer Care stakeholder liaising between Brands, Corporate Communications and Consumer Care, escalating any issues to the Consumer Care Operations Manager Drive the constant education of the contact Centre agents by providing knowledge on product updates, new launches, new tech services provided by the brand. Also collaborate with Brands on process/product improvements to further advance the customer experience Support the Operations Manager in building a new knowledge database, implement training programs and efficiency improvement projects YOU ARE... Organised: You love a list and have strong planning and organisation skills - with the ability to re-prioritise as required and get things done, you can manage multiple projects Into numeracy: You are good with numbers and can read and manipulate databases Proactive: You are confident building relationships with teams and stakeholders and proactively upskill them on consumer insight Accurate: You have the ability to work to a high degree of accuracy and meet deadlines, you have excellent attention to detail Open: L'Oreal is for the pioneers, which means embracing new ideas, challenges and change with positivity and a hands on approach. Teams are the new heroes: There is no better feeling than being part of a successful and dynamic team, so even if you are Superman or Wonder Woman, you recognise that teams are the real heroes. Only Human: We all make mistakes, but you are not afraid of failure. You learn and show how the experience has helped the business learn for the future and benefitted all. Ambitious: You crave success and L'Oreal is the ultimate place to achieve your dreams. We will support you all the way and make sure you have the support and development in place to help you succeed. YOU HAVE... Relevant experience in consumer care A passion for serving the consumer A good knowledge of Salesforce and/or C4C or Zendesk Strong organisational skills & attention to detail Strong communication skills with the ability to communicate information and opinions persuasively, openly and honestly, including when it concerns difficult messages Ability to work in an ever changing & demanding environment, a ble to act quickly and juggle multiple priorities Willingness to spend time getting to know our brands and stakeholders Literacy, you will be writing reports and creating insight-led presentations which require a high standard of written English Ability to deliver projects to quality and time Confidence to take initiative, to suggest new ideas and to express views based on evidence

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