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

As a global leader and Beauty-Tech pioneer, we are looking for passionate talents who want to actively shape our success story. In a constantly changing world, we identify the latest trends, act data-driven, and develop innovations that merge beauty with technology.

Over 86.000 employees in over 150 markets commit themselves every day to turn our vision of a sustainable and forward-looking beauty industry into reality.

At L’Oréal, we live a culture of learning, personal development, and entrepreneurship. We offer our employees numerous opportunities to expand their skills, take responsibility, actively shape their careers, and thus have a positive impact. With our long history of innovation and our commitment to sustainability issues, we set standards for responsible entrepreneurship.

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