DUTIES AND RESPONSIBILITIES
Consumer Engagement:
Build memorable 1-1 engagement for our consumers through timely, seamless & consistent 1-1 ‘care’ experience across all our O+O touchpoints
- Leading projects to improve consumer satisfaction and experience measurement capabilities of the region
- Creating the roadmap for consumer experience projects based on business priorities and consumer needs very closely with the agency
- Owning and driving the utilization of existing consumer engagement tools & platforms
- Upskilling the divisions and driving the optimization and consumer experience
- Driving measurement and scorecarding of key KPIs.
- Key KPIs: 100% Reply rate, 1h Average response rate, NPS: 100, CSAT 85%
Owned brand Websites, Site Performance & Digital tools:
- Help divisions drive usage and performance of Owned brand sites.
- Scorecarding the performance to drive improvement in consumer experience.
- Work closely with local and global IT on implementing the latest tech innovations
- Ensure that all digital tools are well implemented across the group
- Upskill the team regularly on the usage of the digital tools to ensure 100% usage
Digital Upskilling:
- Driving the digital transformation of the group across the region
- Responsible of the Digital Athletes management ( i.e. drive the quarterly digital athletes day, monthly CMO connect .. )
- Enhance the skills of all L’Oreal employees to drive the digital acceleration by conducting monthly and weekly digital upskilling training by showcasing the latest innovations and trends
- Work very closely with HR and the CDMO team on new ways of upskilling
KNOWLEDGE AND EXPERIENCE
• Master degree
• Essential experience : Customer Care, digital tools, IT and digital transformation
• Preferred experience :
• 5 to 8 years experience
• Arabic Speaker
• External experience in an agency or Digital/customer care manager of a brand
• Knowledge of digital tools
• Knowledge of main Digital KPIS
• Knowledge of platforms usage
Knowledge of how to conduct trainings and presentations
SKILLS AND ABILITIES
· Strong domain expertise in Digital marketing tools, Digital project management
· Perfect understanding of local Consumer behaviors and local external providers
· Prior experience in creating innovative digital consumer experiences driving strong engagement and business impact in both offline and online channels.
· Leading with strong agile project management skills
· A confident and articulate communicator capable of inspiring strong collaboration internally and externally
· Strong presentation skills
· Ability to be creative and think outside of the box for new projects and ideas
· Understanding and passion for digital landscape, trends, tools & technology innovation
· Ability to act as a corporate ambassador internally to drive upskilling and change within the different divisions
· Ability to foster deep collaborative relationship with agencies and peers
· Strong project management knowledge and ability to handle multiple projects simultaneously