Full - Time

Head of Consumer Care

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.



Drive the modernisation and transformation of Consumer Care in the UK and Ireland

Manage our external business partner (more than 40 people). Own the successful delivery of the Contact Centre performance KPIs and push for high performance and continual improvement
Lead successful UK pilots and tenders as part of the global Consumer Care transformation (main point of contact for Zone and Global Consumer Care)
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.

Manage the Consumer  Care team

Lead, develop and ensure coordination between the Consumer Care functions (Operations, Business intelligence and Escalations)
Ensure the Consumer Care extended ecosystem (Consumer Care CMO team, E-BAs, Community Managers) answer to consumers with “One Voice”

Own and manage the senior relationship between the UKI business and Consumer Care

For high level escalation, ensure liaison with Corp teams such as; Corporate Affairs, Data protection, Legal and Scientific teams
Anticipate opportunities for long term continuous improvement alongside Supply Chain, Operations, Ecomms and brands teams

Lead the definition and implementation of best Consumer Care processes

Own high level escalation
Manage forecasts, resources and budget
Ensure best in class processes


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'Oréal 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.

·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
·Ability to build good relationships and networks and leverage these to achieve your objectives
·The resilience to regularly liaise with consumers who have received sub-optimal experience and the positively to turn that experience around 

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