The Customer Experience & Platforms Manager is responsible for defining, driving, and executing the end-to-end consumer experience (CX), social media governance, and platform strategy across L’Oréal’s brand portfolio in the Middle East. This role sits at the intersection of Marketing, Digital, and IT, focusing on accelerating consumer acquisition, engagement, and long-term loyalty while maintaining operational excellence, platform security, and cost efficiency.

Key Responsibilities & Scopes

A. Agency Management & Social Media Governance

• Agency Steering: Manage and evaluate external digital agencies responsible for maintaining both social and non-social consumer care channels.
• Owned Social Strategy: Oversee and manage owned social media accounts, creation and setup of new accounts and ensuring all published content and community management align with L'Oréal's global corporate strategy and brand guidelines.
• Commercial Negotiations: Lead rate negotiations and contract renewals with digital service providers and agencies to optimize care KPIs and secure cost-effective service-level agreements (SLAs).

B. Consumer Care & Operational Excellence

• KPI Safeguarding: Ensure the consistent maintenance and acceleration of consumer care KPIs across all channels (including response times, resolution rates, and CSAT).
• Agent Upskilling: Set up, onboard, and continuously upskill care agents to ensure a premium, on-brand, and efficient consumer experience.
• Customer Care Tech: Manage the customer support platform infrastructure (e.g., live chat, AI chatbots, WhatsApp Business API, and tickets via platforms like Sprinklr or Salesforce Service Cloud).
• Automation Strategy: Design and deploy automated conversational workflows to resolve simple queries instantly, freeing up human agents to focus on high-touch consulting and sales conversion.

C. Digital Security, Access Control & Tool Administration

• Access Management:Serve as the primary administrator and gatekeeper for key digital tools and platforms, managing user access, permissions, and security protocols across systems including: 
  • Cerby (Social account security and credential management)
  • Opera (Internal digital/media tracking and compliance tools)
  • Sprinklr (Social listening, publishing, and care)
• Platform Governance: Ensure proper offboarding, onboarding, and credential security hygiene across all brand teams and agency partners.

D. Digital Compliance & Audits

• Digital Audit Champion: Act as the key point of contact and champion for all digital compliance and security audits.
• Risk Mitigation: Proactively identify gaps, address vulnerabilities, and systematically close 100% of open digital audit points across all brands, functions, and platforms.

E. Internal Upskilling & Platform Adoption

• Capability Building: Design, organize, and deliver training programs to upskill internal marketing, digital, and brand teams on digital platforms and corporate tools.
• Adoption Acceleration: Drive the adoption of regional digital tools and best practices to foster a digitally mature and agile internal culture.

3. Key Performance Indicators (KPIs)

• Care & Engagement KPIs: Average Response Time (ART), First Contact Resolution (FCR), and Customer Satisfaction Score (CSAT).
• Agency & Cost Efficiency: Agency performance scorecards, budget optimization, and successful rate negotiations (e.g., cost-savings on retainer contracts).
• Compliance & Security: 100% resolution of digital audit points; zero security breaches or unauthorized access incidents on owned social channels.
• Platform Adoption: Percentage of internal teams trained and active on key platforms (Sprinklr, Cerby, Opera).

4. Candidate Profile & Qualifications

Experience & Education:

• Technical & Platform Expertise: Hands-on experience with social suite and security tools (Sprinklr, Cerby, Opera), Salesforce Marketing Cloud, and web analytics.

Required Skills & Competencies:

• Agency & Vendor Management: Strong track record of managing creative/care agencies, setting SLAs, and negotiating commercial rates.
• Rigorous Governance: High attention to detail regarding digital security, compliance, data privacy, and access control.
• Stakeholder Management & Training: Excellent communication skills with the ability to translate complex technical tools into simple, actionable training for non-technical brand teams.