CX & Platforms Manager

Job description / Role

Overview

Hello, we're L'Oréal. We're not just building brands; we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading - this might be the opportunity you've been searching for.

A day in the life

As a CX Platforms Manager, you will be responsible for guiding the consumer experience and engagement projects and driving owned digital platforms projects across all divisions in the GCC region while ensuring the digital acceleration across the group.

Responsibilities

Consumer Engagement:

• Build memorable 1-1 engagement for our consumers through timely, seamless & consistent 1-1 'care' experience across all our O+O touchpoints.
• Lead projects to improve consumer satisfaction and experience measurement capabilities of the region.
• Create the roadmap for consumer experience projects based on business priorities and consumer needs very closely with the agency.
• Own and drive the utilization of existing consumer engagement tools & platforms.
• Manage customer care queries across all social and non-social channels, including DMs, comments, emails, phone calls, and WhatsApp, using Sprinklr and Salesforce tools.
• Prioritize and scale WhatsApp inbound channels across different brands while maintaining performance and customer satisfaction.
• Ensure customer care agents are properly trained and up to date on brand-specific knowledge.
• Upskill the divisions and drive the optimization and consumer experience.
• Drive measurement, reporting and scorecarding of key KPIs.
• Monitor the key KPIs: 100% reply rate, 1h average response rate, CSAT 85%, FCR 80%.
• Drive the automation of the customer care journey by enabling chatbots while maintaining high-quality, localized customer experiences and efficient resolution times on social media channels.
• Lead the management of social media agencies to ensure alignment on social scope across all L'Oréal Middle East brands.
• Raise purchase orders for yearly social media retainers on behalf of the divisions.
• Own and optimize the social media Trend Report by following up on content, managing brand team feedback, ensuring accuracy, and sharing in a timely manner.
• Organize social media agency Quarterly Business Reviews (QBRs) for all divisions.
• Ensure compliance with Zone and DMI guidelines for customer care topics.
• Collaborate with brand teams and social media agencies to resolve pending cases and track query sheets effectively.

Digital Tools:

• Ensure that all digital tools are well implemented across the group.
• Upskill the team regularly on the usage of the digital tools to ensure 100% usage.
• Oversee Opera asset management tool for the GCC region to ensure local folders are consistently updated.
• Own CERBY platform management to onboard all organic social media accounts and ensure teams use the tool correctly for password management in line with corporate guidelines.
• Own Digital Tracker for all of our digital tools and validate to CAT on a quarterly basis.

Digital Community:

• Responsible for the digital community management and organize CDMO community connects and internal events.

Governance:

• Lead the IP rights governance as market champion, by managing the community and division champions to guarantee correct image rights for all communications.
• Manage digital governance processes by maintaining the local digital policy and ensuring brand teams adhere to governance guidelines.

Knowledge and Experience

• Master's degree.
• Essential experience: Customer care, digital tools, IT and digital transformation.
• Preferred experience:
• 5 to 8 years' experience.
• External experience in an agency or digital/customer care manager of a brand.
• Knowledge of digital tools.
• Knowledge of main digital KPIs.
• Knowledge of platforms usage.
• Knowledge of how to conduct trainings and presentations.

Skills and Abilities

• Strong expertise in digital marketing tools, digital project management.
• Perfect understanding of local consumer behaviors and local external providers.
• Prior experience in creating innovative digital consumer experiences driving strong engagement and business impact in both offline and online channels.
• Leading with strong agile project management skills.
• A confident and articulate communicator capable of inspiring strong collaboration internally and externally.
• Strong presentation skills.
• Ability to be creative and think outside of the box for new projects and ideas.
• Understanding and passion for digital landscape, trends, tools & technology innovation.
• Ability to act as a corporate ambassador internally to drive upskilling and change within the different divisions.
• Ability to foster deep collaborative relationships with agencies and peers.
• Strong project management knowledge and ability to handle multiple projects simultaneously.
• Comfortable working in fast paced and dynamic environment with evolving tools and tasks.
• Ready to take responsibility of the projects and governance and operational excellence with a solution-oriented attitude.

Stakeholders

Internal

• Digital
• CDMO
• Marketing
• HR
• Legal
• IT

External

• Agency
• Zone
• DMI

What's in it for you

• A place for you to leave your comfort zone and grow beyond your potential (here, you'll be encouraged to try new things and take risks!).
• Real responsibility from day one - there's no sitting on the sidelines at L'Oréal.
• An environment where people of every ethnicity, social background, age, religion, gender as well as people with disabilities, are accepted, can speak up, will thrive, and are celebrated!
• A place where you can contribute to something bigger! Many of our brands have societal/environmental causes to make a concrete difference.

Who we are

L'Oréal is present in 150 markets on five continents. For more than a century, L'Oréal has devoted itself solely to 'Create beauty that moves the world'; it is now the industry world leader with €42 billion consolidated sales. Together, we solve complex challenges at scale while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.

We're committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The group strictly prohibits discrimination against any applicant for employment because of the individual's visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.

About the Company

For more than a century, we have devoted our energy and our competencies solely to one business: beauty. We have chosen to offer our expertise in the service of women and men worldwide, meeting the infinite diversity of their beauty desires. We are committed to fulfilling this mission ethically and responsibly.