Who is L’Oréal?
L'Oréal is the world's largest and most profitable beauty company. Present in over 150 countries, L’Oréal has catered to all forms of beauty in the world for over 100 years and has built an unrivalled portfolio of more than 36 international, diverse and complementary brands including L'Oréal Paris, Garnier, Maybelline New York, Nyx Professional Makeup, IT Cosmetics, Lancôme, Kiehl's, Urban Decay, Shu Uemura, Giorgio Armani, Yves Saint Laurent Beauté, Ralph Lauren, Diesel, Biotherm, Clarisonic, Kérastase, L'Oréal Professionnel, Matrix, Vichy, and La Roche-Posay.
For more than a century, L’Oréal has devoted itself solely to one business: beauty. The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. We want to bring beauty to all people. Our ambition for the coming years 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.
Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial Spirit, Open-mindedness, Quest for Excellence and Responsibility.
Why join us?
Being the world's #1 beauty company, L'Oréal empowers its people who are ready to take bets, think out of the box, defend their convictions, be resilient and leave their own mark. They are offered numerous opportunities, fast track careers and early responsibilities. L'Oréal has ambitious goals and is striving for excellence. This permanent learning experience helps you stretch your potential.
We define success as making a positive, conscious impact. At L’Oréal, you will be encouraged to think and act beyond your job. We push boundaries and move fast globally to stay ahead of the game. Your job will be your own innovation playground. We encourage different points of view. What sets you apart is what makes you great. You will always have the space to question, express, agree and disagree. We unleash everyone's potential. Here, learning opportunities are endless. You will build your own unique path. We believe in the impact of great mentors. You will be inspired by people you won't ever want to forget.
What will you do?
As a Consumer Experience, Platforms, and Services Manager, you will report to the Chief Digital and Marketing Officer of the entity, and be expected to:
Drive strategic solution, framework and action plan to maximise effectiveness and efficiency for consumer experience, platforms, & services across divisions via:
· Leading the elevation of consumer experience across touchpoints;
· Leading the transformation of owned platforms including launching full stack for D2C, social commerce, CRM, as well as optimizing consumer journey;
· Elevating business contribution of owned services by driving go-to-market strategies & influencing key stakeholders
· Piloting and governing local/regional initiatives to build more productive operation systems/ processes
Expertise and Thought Leadership:
· Have a solid level of understanding & experience on FMCG & Beauty category and its consumers.
· Continuously assess competitive and media landscape changes to ensure that L’Oréal stays ahead with speed and agility.
· Strong and comprehensive knowledge and expertise in consumer platforms (eg website, social commerce SaaS)
· Illustrate strong understanding in consumer journeys, consumer experience, & customer relationship management leveraging various tools.
· Bring innovation and is always in the forefront of new media frontiers and experimentation.
Ownership:
· Manage the consumer data, platforms, services of the country. Lead country-wide consumer experience strategies & defining metrics in alignment with strategic business goals.
· Launch & manage country platforms for D2C, social commerce, CRM. Work with external agency partners & internal business leads to deliver business performance across these platforms.
· Work to uncover more visibility in improving key consumer metrics (eg consumer acquisition, CLV, satisfaction, etc). Localize Zone frameworks and establish local systems, analytics, & tools to track & optimize.
· Centralize tracking, analytics, & optimization of consumer care (across social, e-retail, etc).
· Drive country -led platforms & services innovation projects/pilots with stakeholders (country and zone) to deliver specific learnings and outcome that can be replicated to other brands, categories.
Governance, Stewardship and Collaboration:
· Track and measure the platforms & services investments, their performance and KPIs in order to bring transparent visibility on investment, strategy and performance to senior management.
· Control relationship with external partners (including SaaS providers, CRM agencies, consumer care agencies, etc) by regularly evaluating their performance and collecting market feedback to bring the best outcome from the relationship.
· Manage relationships with key platform partners to give L’Oreal the competitive & preferred advantage (advance pilots, best-in-class learning sharing, etc).
· Manage websites, SocComm, D2C platforms, CRM management & performance tracking systems and lead the process simplification & automation.
· Guide & support teams in the divisions by providing strategic guidelines on consumer experience strategies & frameworks, business models.
· Enforce key governance areas (eg, consumer data privacy).
· Work closely with Zone counterparts to localize Zone frame, strategies, playbooks, & best practices.
· Working with finance team, marketing team, digital team, consumer & market insights and external media & digital agencies.
Upskilling:
· Educate and promote best practices across divisions & brands to transform and upskill their media and digital knowledge.
· Stay in contact with zone to nourish country teams of best practice.
Who are we looking for?
- A graduate with a highly preferred degree in Business, Marketing or related
- Displays sensitivity to L'Oréal's “Metier”
- Has over 5 years’ work experience in media, brand marketing and or trade marketing
- Has appreciation or passion in the beauty and cosmetics industry
- Has worked with creative agencies (can do pitches, has done events)
- Strong background in trade marketing, market & consumer insight, brand development, collaborative leadership, and activation excellence
- Possesses excellent leadership and stakeholder management skills
- Exhibits excellent communication skills, both written and oral
- Driven, proactive, energetic and detail-oriented