CX & Platforms Manager

Overview

• Agency Management & Social Media Governance

• Agency Steering: Manage and evaluate external digital agencies responsible for maintaining both social and non-social consumer care channels.
• Owned Social Strategy: Oversee and manage owned social media accounts, creation and setup of new accounts and ensuring all published content and community management align with L'Oréal's global corporate strategy and brand guidelines.
• Commercial Negotiations: Lead rate negotiations and contract renewals with digital service providers and agencies to optimize care KPIs and secure cost-effective service-level agreements (SLAs).

• Consumer Care & Operational Excellence

• KPI Safeguarding: Ensure the consistent maintenance and acceleration of consumer care KPIs across all channels (including response times, resolution rates, and CSAT).
• Agent Upskilling: Set up, onboard, and continuously upskill care agents to ensure a premium, on-brand, and efficient consumer experience.
• Customer Care Tech: Manage the customer support platform infrastructure (e.g., live chat, AI chatbots, WhatsApp Business API, and tickets via platforms like Sprinklr or Salesforce Service Cloud).
• Automation Strategy: Design and deploy automated conversational workflows to resolve simple queries instantly, freeing up human agents to focus on high-touch consulting and sales conversion.
• Digital Security, Access Control & Tool Administration
• Access Management:Serve as the primary administrator and gatekeeper for key digital tools and platforms, managing user access, permissions, and security protocols across systems including:
• + Cerby (Social account security and credential management)
• + Opera (Internal digital/media tracking and compliance tools)
• + Sprinklr (Social listening, publishing, and care)
• Platform Governance: Ensure proper offboarding, onboarding, and credential security hygiene across all brand teams and agency partners.

• Digital Compliance & Audits

• Digital Audit Champion: Act as the key point of contact and champion for all digital compliance and security audits.
• Risk Mitigation: Proactively identify gaps, address vulnerabilities, and systematically close 100% of open digital audit points across all brands, functions, and platforms.

• Internal Upskilling & Platform Adoption

• Capability Building: Design, organize, and deliver training programs to upskill internal marketing, digital, and brand teams on digital platforms and corporate tools.
• Adoption Acceleration: Drive the adoption of regional digital tools and best practices to foster a digitally mature and agile internal culture.

• Key Performance Indicators (KPIs)

• Care & Engagement KPIs: Average Response Time (ART), First Contact Resolution (FCR), and Customer Satisfaction Score (CSAT).
• Agency & Cost Efficiency: Agency performance scorecards, budget optimization, and successful rate negotiations (e.g., cost-savings on retainer contracts).
• Compliance & Security: 100% resolution of digital audit points; zero security breaches or unauthorized access incidents on owned social channels.
• Platform Adoption: Percentage of internal teams trained and active on key platforms (Sprinklr, Cerby, Opera).

Experience & Education

• Technical & Platform Expertise: Hands-on experience with social suite and security tools (Sprinklr, Cerby, Opera), Salesforce Marketing Cloud, and web analytics.

Required Skills & Competencies

• Agency & Vendor Management: Strong track record of managing creative/care agencies, setting SLAs, and negotiating commercial rates.
• Rigorous Governance: High attention to detail regarding digital security, compliance, data privacy, and access control.
• Stakeholder Management & Training: Excellent communication skills with the ability to translate complex technical tools into simple, actionable training for non-technical brand teams.