MEDIA & CONSUMER TOUCHPOINTS KEY JOB ACCOUNTABILITIES 

Improve consumer experience and relationships through the analysis and the management of all interactions between consumers and the L’Oréal brand.

Identify all the touch points encountered by consumers, their operational purpose, and their role in the consumer experience

Use analytics to track and understand the consumer experience across channels (Web, Retail, Call Center, Mobile, Social

Networks, and Media)

Assess each touch point’s effectiveness in terms of achieving its intended purpose against both business and consumer experience objectives. Identify strengths and weaknesses

Develop, publish, and implement an action plan to correct each identified weakness in line with the involved departments

Ensure that the action plan is effective analyzing relevant data such as sales revenue, market share, and consumer satisfaction. etc….

Connect with the entire entity ecosystem (General Management, Marketing, Sales, IT, Finance…)

Bring innovation and is always forefront of the new media frontiers and experimentation: precision advertising, real-time buying…

SOCIAL AND COMMUNITY KEY JOB ACCOUNTABILITIES 

Plan, develop, design, and manage social interactions across Brands digital channels to increase brand exposure and

Strengthen brand image.

Define and Enhance the Brand's Social Presence

In accordance with the Brand’s image, select the best platforms for social media presence, i.e., Facebook, LinkedIn, Twitter, Instagram, etc…

Create and implement Social Media Optimization (SMO) & Social Media Marketing campaigns across social media platforms

In collaboration with Marketing, assist with the creation and presentation of the Social Media strategy and integrated marketing campaigns based on customer social media analytical data

Keep up to date on social media trends and best practices, educating internal and external stakeholders

Interact with consumers

Interact with consumers in social media channels using social media management software and related tools, including forums

Spokesperson of the brand on forums and social media: news, advice, sales assistance, etc…

Participate in the development of real-time marketing content based on monitoring social media, flagging opportunities, and formulating plans with internal and external stakeholders

Plan and manage the brand's online social activity

Monitor, maintain, and strengthen consistent online brand identity

Work cross-functionally to develop appropriate content, if required

Manage the Social and Community component of digital marketing campaigns

Provide internal stakeholders with detailed feedbacks

Produce social media listening and engagement reports for internal and external teams to fuel insight development

Summarize insights and conversations to create actionable, operational reports that lead to optimization and efficiency in performance

Analyze and report on social community trending (pre and post) promotional launches to key internal stakeholders to ensure optimal customer satisfaction