L'Oréal Luxe Head of Omni Consumer Experience
L'Oréal are on the lookout for a Head of Omni Consumer Experience. You are responsible for delivering a world-class consumer experience & accountable for developing & executing the overall consumer experience strategy across all touchpoints, including design, implementation & optimisation of the consumer-facing interactions. Your team delivers projects, programs and activations that enhance the seamless journey across online & offline, at the point of purchase & after purchase that drives customer loyalty & advocacy. You measure the level of experience, effectiveness of education & ensure a superior level of consistency across our distribution.
Key Responsibilities:
O+O STRATEGY
1. Define the consumer journey and co-build it with the Education, CDMO, and CRM plan/teams at the local and zone Levels.
2. Utilise all existing & new consumer experience tools to optimise the consumer journey.
3. Identify & innovate new initiatives & take global projects to integrate into the UKI market.
4. Monitor & use Competitor benchmarking, trends & best practices across beauty & other industries to define your strategy & share with global and local stakeholders.
5. Develop & co-develop initiatives to drive & deliver O+O consumer strategy.
6. Contribute to the Luxe Retail Drives, BA Conferences & Retailer Conferences.
BEAUTY TECH & SERVICES
1. Build the division's Beauty Tech & Services strategy by partnering with the Key global & Zone stakeholders.
2. Collaborate with the Brands to integrate the Brand Beauty Tech strategy.
3. Set the strategy for i-Beauty & CRM tool implementation & follow up.
4. Collaborate with the Brand on building & executing the Services Strategy.
5. Build services as a core part of the retail business & your strategy.
6. Champion Beauty Tech integration into the heart of the L'Oreal Luxe Service standards.
OPTIMISING EXPERIENCE
1. Optimise the CRM/Data capture of consumers to the brand database/loyalty programs & advise on improvements.
2. i-Beauty & CRM tool implementation & follow up.
3. Lead & join up the BU's personalisation tools implementation & follow up.
4. As part of your CXE strategy, Own the NPS & CXE program:
5. NPS monitoring & corrective plans/recommendations to Education & Field Management.
6. NPS Reporting to Division & Zone.
7. Manage & Lead the CXE program, including reporting, analysis & recommendations to potentialize.
8. Through store visits and keeping current on social and online platforms, provide insights and recommendations for adapting the O+O consumer experience strategy.
MULTI-BRAND ACTIVATION
1. Lead and coordinate multi-brand activations across the retail landscape, developing toolkits that can be leveraged in store to drive consumer engagement and retail conversion. Ensure all activations have a clear purpose, KPI, and ROI plan.
2. Collaborate and coordinate activations across the BUs, commercial, Field, and relevant stakeholders.
PEOPLE MANAGEMENT
1. Recruit, Develop & Manage direct reports.
2. Drive team performance to deliver teams objectives.
ABOUT YOU:
I AM:
1. Head Office Based (3 days per week)
2. Level 6
MY CORE KPIS ARE:
1. CXE
2. NPS rate
3. Services, BT, i-beauty usage
4. CRM/Data capture/Loyalty
5. Sell-out performance
MY DELIVERABLES/OUTCOMES ARE:
1. Consumer Experience Strategy
2. O+O MB events/activations
3. NPS Program
4. CXE program
5. Beauty Tech & services
MY KEY STAKEHOLDERS ARE:
1. BA Experience
2. Field Management & Education
3. CMO
4. Consumer Engagement Director + CRM community
HAVE IN-DEPTH KNOWLEDGE OF:
1. Retail Experience
2. Marketing & Commercial sensitivity
3. Omni Ecosystem
MY KEY SKILLS ARE:
1. Retail & Commercial Acumen
2. People & Stakeholder Management
3. Education, Training & Facilitation
4. Coaching
5. Strategy building & Analytical Skills
6. Empathy
WHAT WE OFFER
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 RECRUIT
At 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.
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