Customer Care Manager

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 KPIs to boost the performance of the division.
Build common skills between new Care mtiers 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

Mission : Deliver positive & personalized consumer experience and foster loyalty & online sales by providing excellent solution, service, product and beauty advice to consumers contacting LOrals brands across all channels (i.e. livechat, phone, emails, webforms, Social 1:1)

Main activities

100% engagement

Is able to connect with consumers through different channels (i.e. livechat, phone, emails, webforms, Social 1:1) by listening attentively to their intent.
Answer consumers 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