In L'Oréal, for more than a century, we have devoted our energy, our passion and our competencies solely to one business: beauty. It is a business rich in meaning, as it enables all individuals to express their personalities, gain self-confidence and open up to others. 

L'Oréal has set itself the mission of offering all women and men worldwide, the best of cosmetics innovation - in terms of quality, efficacy and safety - by meeting the infinite diversity of beauty needs and desires all over the world.

Our Company is present in 150 countries with more than 90.000 employees and 37 international complementary brands, like L'Oréal Paris, Garnier, Maybelline, Nyx Professional Make-up, L'Oréal Professionnel, Kérastase, Redken, Essie, Lancôme, Biotherm, Helena Rubinstein, Yves Saint Laurent, Giorgio Armani, Ralph Lauren, Cacharel, Vichy, La Roche-Posay, Prada etc. 

In L'Oréal Hellas, we are a team of more than 750 employees, and we mostly specialize in the fields of marketing, business development, finance, supply chain, accounting, customer service and HR.

Consumer Care Experience Manager

CDMO Team

The CDMO team at L'Oréal Hellas is driven by a singular ambition: to deliver exceptional consumer experiences that build lasting brand loyalty. We believe that understanding and responding to consumer needs is paramount to our success, and the Consumer Care team plays a critical role in achieving this goal. 

The Role…

As a Consumer Care Experience Manager within the CDMO team, you will be at the heart of this mission, ensuring every consumer interaction is positive, efficient, and aligned with our brand values. This role is pivotal in shaping the consumer experience and providing valuable insights to drive brand growth. You'll be at the forefront of innovation, implementing new technologies and optimizing processes to enhance efficiency and effectiveness.

Reporting to Head of Social & Advocacy, working closely with marketing teams and frontline vendors, your key tasks and responsibilities will include:

• Front-Office Excellence: You will be the primary point of contact for all consumer-related inquiries, providing support and resolving issues efficiently and professionally. You will proactively identify opportunities to improve the consumer experience and implement new technologies, such as live chat, to enhance engagement. You will also develop and maintain a robust reporting system to track key metrics and provide valuable insights to marketing teams.
• Strategic Collaboration: You will act as a key liaison between the CDMO team, marketing teams, and frontline vendors, ensuring seamless communication and alignment. You will gather and share consumer feedback, translating insights into actionable strategies to improve products and services. You will also train vendors on local specificities and best practices.
• Back-Office Management: You will lead the launch of new initiatives, such as FrontLine, and build the skills of new care and divisional representatives. You will manage country-specific systems and training (Salesforce and Sprinklr), monitor performance, and consolidate reports. You will also ensure compliance with all relevant procedures, including cosmetovigilance and data privacy regulations.
• Continuous Improvement: You will actively seek opportunities to improve processes and systems, leveraging data and insights to drive continuous improvement. You will be a champion for innovation, exploring new technologies and approaches to enhance the consumer experience.

You have… 

• 3-5 years of relevant experience 
• Master’s degree in Marketing, Business Administration or relevant field
• Deep understanding of consumers, their needs and behaviors
• Advanced Stakeholder Management skills
• Ability to communicate effectively with diverse audiences.
• Ability to analyze data and extract meaningful insights.
• Excellent command of Greek & English Language (written & verbal)

You are…

Strategic.  In the way of thinking & having the ability to react and adapt quickly, following the market needs.

Entrepreneurial. Every single day, you spot opportunities to shake things up and change the world for the better.

Driver. There’s no blueprint for the future. You’ll have to design it.

Only human. You’ll screw up sometimes, but you have no fear of failure because you’re smart enough to learn from mistakes.

Ambitious. You crave success and we’ll support you all the way. That way, we all win.

Respectful. Whether you’re talking to our CEO or anyone else, you treat everyone the same.

One of the gangs. Even if you’re Superman or Wonder Woman, you recognize that teams are the real heroes. And so, do we.

Open. To new ways of doing things. To other people’s (sometimes crazy) ideas.

You. You’re real. And you’re true to yourself. We cherish and celebrate diversity, so you’ll feel right at home whoever you are.

Does it sound like you? #weareloreal and we are thrilled to receive your CV and potentially meet you!