Senior Customer Experience Executive - PPD - #1778974

Customer Journey Manager - PPD

When you look at L’Oréal, what do you see? If all you see is lipstick, look again and experience the Freedom to go Beyond the ordinary. That’s the beauty of L’Oréal. We operate in 150 countries on 5 continents. With 36 international brands and 86,000 employees worldwide, we’re well on our way to fulfilling our common purpose: to create beauty that moves the world.

By 2030 we want to capture over another 1 billion consumers around the world. How? By creating cosmetic products which meet the infinite diversity of consumers beauty needs and desires, and always through digital innovation. Not only that but taking our sustainability goals seriously; moving us to a more inclusive and sustainable society, for every generation.

Our brands, dynamic culture, and always being our own challenger mean that we offer freedom and opportunity you won’t get anywhere else.

If you want the Freedom to go Beyond, we’ll see you at L’Oréal.

In the Professional Products Division, our mission is to support hairdressers and develop the hair industry sustainably, while benefiting all. We’re the founding Division for the L’Oréal group, having history more than 110 years ago.

Here, you’ll be constantly looking to create connections between our brands, professionals, and consumers in every market. Our mission is to always reinvent professional beauty and lead the digital transformation of our industry with a customer-centric approach.

Thanks to our 6 global brands like Kerastase, Redken and Pureology, and 3 local brands across the world, we provide professionals and consumers with better, safer, and more sustainable professional haircare, experiences and services.

A DAY IN A LIFE

As Senior Customer Experience Executive your role will involve overseeing the design and transformation of both the online and offline customer experience. Your main objective will be to maximize customer retention and provide seamless experiences. You will collaborate closely with multiple teams in PPD, gathering insights, identifying pain points and opportunities, and designing new interactions to enhance the customer experience.

Among your main responsibilities, you will lead key cross-functional projects within PPD, touching on customer onboarding, customer support, ordering, delivery experiences and more. In partnership with the rest of the customer experience team, you will delve into customer insights from internal and external surveys, as well as market studies, using data you will deliver powerful analysis and valuable enhancements to the customer journey.

Your main KPIs will be NPS, CSAT, and CES. You will also be responsible for building a knowledge base of customer journey insights to facilitate future transformations.

Additionally, you will have the opportunity to collaborate with other divisions through the EU CSAT survey, implementing related changes and piloting action plans. You will work with local wider business teams and global teams based in Paris, and present to senior stakeholders.

Reporting to the PPD UKI Head of Customer Experience, the role can be based in either London or Bury.

Customer Experience Projects

• Collaborate with teams across the organization (Sales, CRM, Digital, Customer Care, Education and more), organizing and leading workshops, in-depth review, tests and more, to build and deliver customer experience projects, identifying pain points and strategizing improvements.
• Utilize feedback and survey insights to enhance and propose online and offline customer experience improvements.
• Integrate customer profiling into customer insights analysis to deliver impactful business recommendations.
• Support the Customer Experience Executive in managing customer survey touchpoints (onboarding, ordering, retention), ensuring survey relevance, and engage Customer Care team to maximize output.
  
  

Customer Journey Enhancement

• Lead and facilitate strategic cross-functional projects to offer new services, such as digitalizing processes, introducing new delivery options or payment methods, and enhancing support journeys with a focus on slicker customer experience.
• Establish continuous improvement routines and conduct regular meetings with key business stakeholders, animating the customer experience taskforce and other reviews.
  
  

Customer Experience Knowledge & Business Transformation

• Create a comprehensive knowledge base of customer journeys to increase efficiency, minimize handover risks, and support organizational transformation.
• Take the lead on Customer Experience transformative projects, such as service recovery, WhatApp and LPS initiatives to improve customer interactions.
• Report, present, and monitor key project KPIs with senior stakeholders at divisional and global levels.
  
  

Who You Are

• Customer focused, putting customer satisfaction at the centre of your reflections
• A creative thinker, willing to challenge existing processes and propose solutions
• Data driven, using insights to identify opportunities for improvement
• Independent and action oriented, able to drive your work with minimum oversight
• A great listener and a team player, easily able to put yourself in someone else shoes and consider different perspectives to define the best suite of actions
• A good communicator who can establish effective and collaborative relationships
• Able to plan and organize your workload and agenda, managing priorities on the day to day and within a yearly strategic roadmap
  
  

What We Offer

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.

Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.

Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!

Who We Are

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty; where diversity and purpose come together to create meaningful impact.

SELECT YOUR DIVISIONS PARAGRAPH (DELETE AS NECESSARY) =>

In the L'Oréal Consumers Products Division, our mission is to democratize the best of beauty, which means bringing beauty to all. And for us, beauty must be sustainable. The Consumer Product Divisions holds the world’s #1 beauty brand with L’Oréal Paris, the #1 makeup brand with Maybelline New York, the #1 natural brand with Garnier, and NYX Professional Makeup. Beyond our four iconic global brands, we have a unique brand portfolio including others like Essie and Carols Daughter.

In the L’Oréal Luxe Division, we create the very best of luxury beauty. Our portfolio makes up 26 brands of which 17 are global, including the highly-aspirational and multi-expert ones such as Lancôme, Yves Saint Laurent and Giorgio Armani. Thanks to our strong, balanced and complementary portfolio as well as our incredibly talented team of experts we are perfectly equipped to meet the endless and all-encompassing demands of luxury consumers around the world.

In the Professional Products Division, our mission is to be the partner of choice for the professional hair industry. Inspiring stylists and creating desirability amongst consumers with meaningful brands. We’re the founding Division for the L’Oréal group, with a rich history over 110 years. The 8-brand portfolio includes the likes of L’Oréal Professionnel, Kérastase, Redken and Matrix and the division is universally known for exclusively supplying salons and other professional customers with the most advanced technologies in hair and beauty products.

Being part of the L’Oréal Dermatological Beauty Division will give you direct influence in achieving our mission: to help everyone in their quest for healthy and beautiful skin.’ As the world leader in dermocosmetics, our iconic brands La Roche- Posay, Vichy, CeraVe, SkinCeuticals, are recommended by dermatologists and health-care professionals worldwide. The division has maintained a double-digit growth worldwide for the last 5 years.

Our Corporate Division supports the 4000+ strong workforce in the UK & Ireland. It’s a fast-paced and dynamic environment when you’ll have visibility over our 4 Divisions and play an integral role in moving our business forward. Our founder Eugène Schueller once said that “a company is not walls and machines, it’s people, people, people”. Joining our corporate teams means joining the world leader in beauty, at the cutting edge of innovation. But above all, it means becoming part of a team of talented and inspiring people.

How We Recruit

At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.