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