Consumer Care Manager (m/f/d), Düsseldorf

Tasks

• Service Excellence: You ensure that the CCare agency delivers high-quality, ethical responses across all channels while meeting strict KPIs and maintaining a professional corporate image
• Quality Management: You maintain the Book of Processes, provide essential product knowledge and boilerplate texts, and conduct quality calibrations to ensure consistent, first-class service standards
• Reputation Management: You handle complex escalations and solve sensitive cases in close collaboration with Legal, Science, and CorpCom to protect our brands’ reputation and values
• Digital Innovation: You drive the integration of new tools, AI-driven technologies, and social media channels to optimize service processes within our consumer care universe
• Business Partnership: Partner with business and corporate teams to keep consumer care knowledge current, provide reportings and meaningful insights, drive development of a 360° Voice of the Consumer reporting, and engage in internal CCare awareness initiatives

Profile

• L’Oréal Expert: Experienced professional with a strong internal network, preferably within CPD or Luxe divisions
• Communication: Service-oriented with C2 German and fluent English skills for communication with internal and external partners
• Stakeholder Management: Proven ability to navigate international interfaces and external partnerships
• Process Driven: Highly structured mindset with a focus on optimizing workflows and operational excellence
• Tech-savvy: Comfortable working with a range of tools and systems and able to stay agile in a fast-evolving digital landscape