Customer Experience Manager Multi-Div

Customer Experience Manager Multidivision – BENELUX

About L’Oréal

L'Oréal has been a world leader in the cosmetics business for more than 100 years and has grown into one of the largest FMCG companies in the world. With international brands such as L'Oréal Paris, Garnier, Kérastase, Lancôme, Giorgio Armani and Vichy, we offer relevant products for every consumer.

Who am I?

As a member of the Customer Care & Credit leadership team, you will play a key role in shaping and rolling out the overall customer care vision.

As Customer Experience Manager Multidivision, you drive B2B customer satisfaction, by understanding customer needs, developing and implementing new service offerings, driving improvements in our supply chain capabilities, and ultimately increasing customer satisfaction and loyalty while maintaining an optimized cost to serve. This role requires a data-driven, customer-centric individual with a strong project management background and a passion for service innovation.

You report to the Customer Care Director with matrix report to PPD and LDB Supply Chain Directors.

Your key responsibilities

• Develop and implement innovative supply chain services like next-day delivery and automated replenishment, enhancing the customer journey.
• Optimize our B2B webshop for full self-service functionality, empowering customers and streamlining support.
• Lead our continuous Net Promoter Score (NPS) program in the Benelux region (as part of the global program), leveraging both quantitative and qualitative feedback to enhance customer satisfaction and drive action plans.
• Manage the annual IPSOS customer satisfaction survey, analyze results, and develop an improvement roadmap, engaging stakeholders across divisions.
• Collaborate seamlessly with Sales, Finance, IT, Supply Chain, and other key stakeholders to ensure a unified customer experience.

Beyond Strategy: This role is also hands-on, requiring data analysis skills to uncover root causes of customer issues and project management expertise to drive improvements and animate stakeholders across divisions.

Your key skills

• Customer-centric approach and strong stakeholder management
• Cooperation & Stakeholder management
• Data-driven decision-making and service innovation expertise
• Project management and communication skills
• SAP knowledge

KPI

• NPS (Relational & Transactional)
• Detractor/Promoter percentages
• Service ROI
• Customer satisfaction

Our ideal candidate has:

• Some experience in Customer Care but not mandatory
• Previous management role
• Speaks English, and either Dutch/Flemish or French

What do we offer?

• An inspiring work environment with ambitious colleagues, where working Agile is the norm Broad career path possibilities within and outside of the corporate CDMO team, both in The Netherlands and internationally
• A competitive salary and good secondary employment benefits (profit sharing, retirement, healthcare, etc.)
• Discount on our products
• Broad and professional training offerings

Finally, a great added value of working at L'Oréal is that you will be working with so many different people and functions. This offers you the opportunity to broaden your knowledge about different stakeholders.

Diversity

L’Oréal would like their personnel to represent the diversity of the Benelux society. We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability, etc.

A diversified workforce in every function and on all levels strengthens our creativity and our understanding of consumers and it enables us to develop and market products that are relevant
Jean-Paul Agon Chairman of L’Oréal