Full - Time

The world leader in beauty, L’Oréal is present in 130 countries on five continents. Our 35 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’Oréal 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’Oréal.                                                        


Consumer Care Manager - Escalations

The Consumer Care department is at the heart of L'Oréal strategy to drive consumer centricity. Our mission is to create Memorable & Empowering 1:1 Brand Experiences, and deliver deep, meaningful personalized engagement with our consumers over their whole lifetime engagement with us.  Consumer Care sits within the Chief Marketing Office (CMO) Team in the Corporate Division of L'Oréal UKI. The CMO is made up of 5 teams (Consumer Care, CMI, Media, Data, Digital) who support the business and drive the Digital Transformation. The team have the consumer at the heart of all we do. We help our brands to shape their strategy, identify new opportunities and ultimately unlock business growth in the UKI market.



Manage the most sensitive consumer care queries to convert brand detractors into brand advocates.

-Focus on consumer cases escalated from our Consumer Care agency to resolve their concerns
-Align with internal stakeholders on best solution to provide consumers
-Contact consumers directly, either verbally or in writing

Build a strong internal network of consumer advocates in key roles across the business; Brand, Ecommerce, Finance, Scientific Affairs, Corporate Communications.

 -  Proactively highlight opportunities for improvement

-Fix reoccurring issues for good. 

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.


Organised: You love a list and have strong planning and organisation skills – with the ability to re-prioritise as required.

Measured: We want to track the success of our campaigns and initiatives so projects must be able to show ROI.

Accurate: You have the ability to work to a high degree of accuracy and meet deadlines.

Entrepreneurial. Every day, you spot opportunities to drive growth for our brand and our customers, making sure the good name of our brand is always protected.

Super creative: Whether it be in overcoming challenges or creating artwork for your channel, creativity is our back bone, and we love new ideas.

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

·Passion for consumer care
·Delivered meaningful change and improvement in consumer experience
·Influential and impactful leadership relationships
·Continuous improvement mindset
·Worked in a complex matrix environment
·Solutions to complex challenges
·Demonstrable experience in working autonomously with challenging consumer needs with a solution focussed mindset
·Strong empathy and ability to translate customer needs to solutions
·Exceptional and articulate communicator; verbally and in writing
·Willing to innovate and challenge the status quo
·Confident and independent problem-solving skills, ability to work flexibly and take ownership for resolutions with your relevant stakeholders
·The resilience to regularly liaise with consumers who have received sub-optimal experience and the positively to turn that experience around
·Ability to build good relationships and networks and leverage these to achieve your objectives

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