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- Tasks: Lead the O+O consumer experience strategy and enhance beauty tech adoption.
- Company: Join L'Oréal, a global leader in beauty, committed to innovation and inclusivity.
- Benefits: Enjoy flexible working, health support, exclusive discounts, and generous leave entitlements.
- Why this job: Be part of a dynamic team shaping consumer experiences in the beauty industry.
- Qualifications: In-depth knowledge of retail experience and strong analytical skills required.
- Other info: Diversity and inclusion are at our core; we celebrate unique perspectives.
The predicted salary is between 36000 - 60000 £ per year.
I am responsible for delivering a world-class O+O consumer experience at all touchpoints based on the O+O strategy. I am responsible for converting our Offline Consumer touchpoints into Omni touchpoints, e.g. Data, CRM, Beauty Tech adoption that enhance consumer experiences & drives loyalty.
Key Responsibilities:- O+O STRATEGY
- Deliver the O+O Consumer experience strategy for the division.
- Utilise all existing & new consumer experience tools to potentialise the consumer journey.
- Monitor Competitor benchmarking, trends & best practices across beauty & other industries.
- Deliver O+O Projects & Programs on time & within budget.
- Delivery of content and training on new & existing capabilities to bring to the consumer journey.
- Support in coordinating the Luxe Retail Drives, Retailer & BA Conferences.
- BEAUTY TECH & SERVICES
- Collaborate with the Brand on executing the Beauty Tech strategy.
- Champion Beauty Tech adoption, accelerating in store availability, usage and conversion.
- i-Beauty & CRM tool implementation, follow up & regular reporting of i-Beauty/services uptake, usage & recommendations for improvement.
- Reporting on i-Beauty, Tech & Services for the division across multi-brand & Brands.
- OPTIMISING EXPERIENCE
- Optimise the CRM/Data capture of consumers to brand databases/loyalty programs, & advise on improvements.
- CRM / Data capture reporting & analysis to identify opportunities to improve capture & elevate CRM journey.
- Manage NPS Program & regular reporting & recommendations to drive change action for the Retail Management & Education teams to impact the consumer experience positively.
- Manage the detractor follow up to drive customer loyalty in collaboration with Education & CRM team.
- Manage the CXE (Mystery Shop) program within budget, including regular reporting on results to the function, to be able to recommend corrective actions & seize opportunities.
- BUDGET MANAGEMENT
- Ensure all projects & programs are delivered on time & within budget.
- I AM: Head office Based Level 5
- MY CORE KPIS ARE: CXE NPS rate, Services, BT, i-beauty usage, CRM/Data capture/Loyalty, Sell out performance
- MY DELIVERABLES/OUTCOMES ARE: World-class consumer experience, NPS program, CXE Program, Beauty Tech Reporting, CRM / Data capture reporting
- MY KEY STAKEHOLDERS ARE: BA Experience, Field Management & Education, CRM, CDMO
- I HAVE IN-DEPTH KNOWLEDGE OF: Retail Experience, Education & Consumer journeys, Omni Ecosystem
- MY KEY SKILLS ARE: Retail Experience, Marketing & Commercial, Stakeholder Management, Education, Training & Facilitation, Strategy Ideation, Analytical skills
Our people are at the heart of everything we do and play a vital role in the success of our company. We are committed to offering you a package that is fair, competitive, and equitable to help support you to do what you love most, achieve your goals and become the best version of yourself. Our range of optional benefits include money-saving offers and exclusive discounts, in addition to health & wellbeing support, development opportunities, flexibility, and leave entitlements. You will also have access to private medical and dental insurance, an enhanced pension, 25 days annual leave increasing after 3 years' service, an online staff shop with up to 60% off products, access to incredible trainings and monthly talks, enhanced family leave provisions as well as up to 4 weeks paid fertility leave. We also have app partnerships with Thrive for mental health and Peppy Menopause support and an employee assistance service available to all employees for if and when you need it.
HOW WE RECRUITAt 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.
l\'Oréal Luxe Consumer Experience Manager, London White City employer: L'OREAL GROUP
Contact Detail:
L'OREAL GROUP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land l\'Oréal Luxe Consumer Experience Manager, London White City
✨Tip Number 1
Familiarise yourself with the latest trends in beauty tech and consumer experience. Understanding how these technologies enhance customer interactions will help you stand out during discussions with the hiring team.
✨Tip Number 2
Network with professionals in the beauty industry, especially those involved in consumer experience and CRM. Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised consumer journeys in previous roles. Highlighting your analytical skills and results-driven approach will demonstrate your fit for the position.
✨Tip Number 4
Stay updated on L'Oréal's latest initiatives and projects related to consumer experience. Showing that you are informed about the company’s direction will reflect your genuine interest in the role.
We think you need these skills to ace l\'Oréal Luxe Consumer Experience Manager, London White City
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Consumer Experience Manager role. Familiarise yourself with the O+O strategy and how it impacts consumer experiences.
Tailor Your CV: Highlight your relevant experience in retail, marketing, and consumer journey optimisation. Use specific examples that demonstrate your analytical skills and stakeholder management abilities.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing consumer experiences and your understanding of Beauty Tech. Mention how your previous experiences align with the key responsibilities outlined in the job description.
Showcase Your Knowledge: During the application process, be prepared to discuss current trends in the beauty industry and how they relate to the role. Demonstrating your knowledge of competitor benchmarking and best practices will set you apart.
How to prepare for a job interview at L'OREAL GROUP
✨Understand the O+O Strategy
Familiarise yourself with L'Oréal's O+O (Online + Offline) strategy. Be prepared to discuss how you can enhance consumer experiences across various touchpoints and how your previous experience aligns with this approach.
✨Showcase Your Analytical Skills
Highlight your ability to analyse data and report on consumer behaviour. Be ready to provide examples of how you've used data to optimise customer journeys or improve CRM strategies in past roles.
✨Demonstrate Stakeholder Management Experience
Prepare to discuss your experience in managing relationships with key stakeholders. Share specific instances where you've successfully collaborated with teams to drive projects forward, especially in retail or consumer experience contexts.
✨Emphasise Your Knowledge of Beauty Tech
Since the role involves championing Beauty Tech adoption, be sure to talk about any relevant experience you have with technology in retail. Discuss how you've implemented tech solutions to enhance customer engagement and loyalty.
