Customer Care Manager

6 months ago

Johannesburg, South Africa L'Oreal Full time

Mission: Oversees all aspects and is accountable for the Care strategy, the Care Engagement, and the standards of service provided (Efficiency, consumer and employee satisfaction, Business outcome, brand image & reputation, and budget requirements).

**Main activities**

**0-5% engagement**
- Transmit the voice of the brand to the division to frame engagement guidelines.
- Frame the quality assurance and process-follow up.
- Define and adapt specific processes to the division by leveraging consumer insights (e.g., Quality, GDPR, Compensation and return ).
- Supports the voice of the consumer by passing on insights as requested by the brands, CMI, digital and e-commerce.
- Frame consumer journey by optimizing and refining D2C websites navigation; framing loyalty programs to ease consumer experience; Acquiring data and linking it with the CRM systems.
- Define engagement strategy by channel and by intent, along with the content to provide in priority per brand and per axis (product information & trainings).
- Proceeds to invoicing reconciliation in case of litigation escalation.
- Digitalize channels & follow KPI’s to boost the performance of the division.
- Build common skills between new Care métiers and Retail for 1:1 engagement and share with Retail processes, tech and KPIs regarding 1:1 engagement.
- Work closely with country education teams for training.
- Measure the consumer experience quality at division level.

**Profile Requirements**
- Significant experience with customer service/CRM technology.
- Passion about consumer experience.
- Deep & nuanced understanding of consumer communications and consumer affairs.
- Experience with utilizing technology to improve business processes.
- Ability to build collaborative relationships internally.
- Service-centric leader, champion of the voice of consumer.

**E-CARE BEAUTY ADVISOR**

**Main activities**

**100% engagement**
- Answer consumer’s intention efficiently by making custom responses that clearly address the issue in a way that is understandable by the consumer.
- Provide consumers with accurate product and service information leveraging expert product and category knowledge and sell through sending appropriate link or placing order on behalf when relevant.
- Follow guidelines and processes to manage each step of conversations with customers and captures the relevant data from those interactions.
- Alert critical customer complaints to internal Care and Brand teams and assist with problem solving.
- Support the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce.

**Profile Requirements**
- Customer obsessed mindset
- Knowledge and experience with digital and traditional channels
- Strong verbal/written communication skills
- Strong product/brand knowledge
- Capacity to act Experience with utilizing

**L'ORÉAL COMPETENCIES**
- INNOVATOR
- STRATEGIST
- PEOPLE DEVELOPER
- INTEGRATOR
- ENTREPRENEUR
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