• Service Excellence: You ensure that the CCare agency delivers high-quality, ethical responses across all channels while meeting strict KPIs and maintaining a professional corporate image
• Quality Management: You maintain the Book of Processes, provide essential product knowledge and boilerplate texts, and conduct quality calibrations to ensure consistent, first-class service standards
• Reputation Management: You handle complex escalations and solve sensitive cases in close collaboration with Legal, Science, and CorpCom to protect our brands’ reputation and values
• Digital Innovation: You drive the integration of new tools, AI-driven technologies, and social media channels to optimize service processes within our consumer care universe
• Business Partnership: Partner with business and corporate teams to keep consumer care knowledge current, provide reportings and meaningful insights, drive development of a 360° Voice of the Consumer reporting, and engage in internal CCare awareness initiatives 

Your Profile

• L’Oréal Expert: Experienced professional with a strong internal network, preferably within CPD or Luxe divisions
• Communication: Service-oriented with C2 German and fluent English skills for communication with internal and external partners
• Stakeholder Management: Proven ability to navigate international interfaces and external partnerships
• Process Driven: Highly structured mindset with a focus on optimizing workflows and operational excellence
• Tech-savvy: Comfortable working with a range of tools and systems and able to stay agile in a fast-evolving digital landscape

Our Offer:

Diversity, Equity & Inclusion

At L’Oréal, we know that true innovation and creativity arise from diversity. That’s why we actively foster a work environment grounded in diversity, equity and inclusion. We value the unique perspectives and talents of our employees as the key to our success. 

Discrimination or harassment of any kind, for example, based on sex, skin color, religion, sexual orientation, gender identity, age, origin, disability, or other protected characteristics, is not tolerated at our company. Diversity and inclusion are firmly embedded in our corporate culture. If you’d like to learn more about this and our initiatives in this area, please visit here.