Digital Graduate Trainee

Job description / Role

GENERAL DESCRIPTION

Handling and managing consumer engagement for Social & Customer Care: be able to handle all digital IT (all tools and how they work, Sprinklr, SAP, DOMO, Salesforce etc.).

DUTIES AND RESPONSIBILITIES

Customer Care

• Managing the corporate CC agent (Marina at WT), weekly checks, responding to queries (ensure 100% RR / 2 to 3 days to answer max), make sure there are no pending cases & that CC agent is aligned with all brands
• Transforming CC through the roll out of Salesforce across all brands including D2C (managed by external partners / agencies).
• Ensure Saawt reporting is delivered on monthly basis

Social Care & engagement:

• Manage the community management team at WT (weekly calls with agency, ensure there are no conflicts, moderating on regular and regular posting, 100% RR on socials).
• Social commerce, engagement that converts into sales (ex: live streaming and giving a CTA with a web link during the video).

Digital tools:

• Responsible of managing all L’Oreal Digital tools and working closely with all brands and agencies to ensure successful implementation and roll out of the tools
• Monthly reporting of the tools and meeting/inductions with brands

Requirements

KNOWLEDGE AND EXPERIENCE

• Master all L’Oreal digital tools and how they function throughout different departments
• Handling and managing social media agency and its consumer engagement team
• Develop communication skills by interacting & managing external stakeholders such as social agencies and/or external zone

SKILLS AND ABILITIES

• Up to 2 experience in digital marketing
• Languages: written & spoken English and Arabic
• Use of digital tools is a must (Web Analytics, Social Analytics, CRM tools and platform, etc)
• Strong project management knowledge and ability to handle multiple projects simultaneously
• Solid analytical skills and detailed oriented
• Proactive, entrepreneurial individual with a constant drive for results
• Understanding and passion for digital landscape, trends, tools & technology innovation

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.