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Analyst - Consumer Experience Governance

Berkeley Heights, NJ, New Jersey

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Permanent

New Jersey

Berkeley Heights, NJ

Digital

Full - Time

17-Apr-2025

Job Title: Consumer Experience Governance, Corporate and eCommerce Analyst

Division: CDMO

Reports to: Manager – Consumer Experience Governance

Who We Are:

For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

CDMO: The Corporate Digital and Marketing Office mission is to put the consumer at the heart of L’Oréal’s business and drive digital innovation. As a force for L’Oréal’s innovation, CDMO delivers the best consumer experiences, drives new marketing models, and spearhead new digital capabilities to futureproof the group’s business.

What You Will Learn:

The Consumer Experience Governance Analyst plays a crucial role in protecting L'Oréal's reputation and ensuring positive consumer experiences across all brands and channels within Le Care. This role acts as the key liaison between Le Care, Corporate Communications, and other cross-functional partners, proactively identifying and mitigating potential reputational risks. The Analyst is responsible for upholding consumer data privacy in compliance with legal regulations, managing e-commerce processes (including appeasements, refunds, and fraud prevention), and driving continuous improvement in customer service processes and corporate compliance. This role also involves handling escalated consumer inquiries, collaborating with internal and external support teams, and contributing to the training and development of customer service representatives.

Key Job Accountabilities:

+ Risk Management & Corporate Compliance:

+ Monitor social media and other channels for potential reputational risks.

+ Collaborate with the CX Manager to address escalated corporate issues and ensure consistent messaging.

+ Manage sensitive consumer inquiries, including those related to ingredients, advertising claims, and e-commerce concerns.

+ Ensure adherence to established procedures for documenting and escalating sensitive issues.

+ Oversee consumer privacy rules and collaborate with legal and Digital IT teams to ensure compliance.

+ Lead internal and external audits related to Le Care operations, focusing on risk mitigation and fraud prevention.

+ E-commerce Management:

+ Resolve complex e-gift card inquiries and ensure a seamless customer experience.

+ Evaluate and authorize goodwill requests, balancing company guidelines with customer satisfaction.

+ Manage and approve consumer refunds, adhering to established guidelines.

+ Oversee e-commerce processes within Le Care, including appeasements and refund checks, and collaborate with supply chain and e-commerce teams to optimize these processes.

+ Process Improvement & Development:

+ Continuously challenge and improve existing customer service processes for efficiency.

+ Develop new processes and documentation to adapt to the evolving customer service landscape.

+ Identify synergies and streamline processes across channels, brands, and divisions.

+ Collaborate with the training team to integrate corporate processes into new hire and ongoing team development.

+ Partner with vendor teams to ensure process alignment and improvement.

+ Cross-Functional Collaboration & Communication:

+ Support the CX Manager in communicating with cross-functional partners (e.g., legal, Digital IT, supply chain, e-commerce, Corporate Communications) to ensure corporate compliance.

+ Collaborate with internal and third-party customer support teams.

+ Manage Corporate-facing Consumer Care introductions via LFD Métier and Care Immersion workshops.

+ People Management:

+ Manage the performance and development of direct reports, setting goals, providing feedback, and conducting performance reviews. This includes creating and monitoring development plans.

+ Manage the schedules, time-off requests, and timecards for a team of specialized advocates handling escalated customer situations.

Other considerations:

+ Travel may be required

+ May be required to provide support outside of normal business hours as needed

What We Are Looking For:

Technical/Professional:

+ Bachelor degree or relevant business experience and minimum of 3-5 years in consumer engagement or consumer communication related background

+ Strong communication skills with an emphasis on listening.

+ Ability to build collaborative relationships with internal stakeholders.

+ Proficient in MS® Word, Excel, PowerPoint

+ Experience with CRM Systems such as Service Cloud, Sprinklr

+ Ability to manage in a fast-paced environment and balance multiple urgent matters with day-to-day responsibilities.

Competencies required:

+ Acts/Leads with Human Sensitivity

+ Displays Sensitivity to the Métier

+ Listens and Communicates Effectively

+ Demonstrates Entrepreneurship

+ Achieves Results with Integrity

+ Manages Complexity

+ Interacts Effectively

What’s In It For You:

+ Salary Range : $65,400 – $91,500

+ Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)

+ Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)

+ Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)

+ Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)

+ Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)

+ Employee Resource Groups (Think Tanks and Innovation Squads)

+ Access to Mental Health & Wellness Programs

Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!

We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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