CX & Platforms Manager
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Key skills for this role
About the Role
L'Oréal is seeking a CX & Platforms Manager to define and execute end-to-end consumer experience and platform strategy across its brand portfolio in the Middle East. The role involves managing digital agencies, overseeing social media governance, and driving operational excellence in consumer care.
Key Skills for This Role
Responsibilities
- Manage and evaluate external digital agencies responsible for social and non social consumer care channels
- Oversee owned social media accounts, ensuring content and community management align with global corporate strategy
- Lead rate negotiations and contract renewals with digital service providers to optimize care KPIs and secure cost effective SLAs
- Ensure consistent maintenance and acceleration of consumer care KPIs across all channels
- Set up, onboard, and continuously upskill care agents for premium consumer experience
- Manage customer support platform infrastructure (live chat, AI chatbots, WhatsApp Business API, tickets via Sprinklr or Salesforce Service Cloud)
- Design and deploy automated conversational workflows to resolve simple queries instantly
- Serve as primary administrator for key digital tools, managing user access, permissions, and security protocols
- Act as key point of contact for digital compliance and security audits, proactively identify gaps and close audit points
- Design and deliver training programs to upskill internal teams on digital platforms and corporate tools
Requirements
- Hands on experience with social suite and security tools (Sprinklr, Cerby, Opera), Salesforce Marketing Cloud, and web analytics
- Strong track record of managing creative/care agencies, setting SLAs, and negotiating commercial rates
- High attention to detail regarding digital security, compliance, data privacy, and access control
- Excellent communication skills with ability to translate complex technical tools into simple training for non technical teams
Full Job Posting
Role Overview
- The Customer Experience & Platforms Manager is responsible for defining, driving, and executing end to end consumer experience, social media governance, and platform strategy across L’Oréal’s brand portfolio in the Middle East.
- This role sits at the intersection of Marketing, Digital, and IT, focusing on accelerating consumer acquisition, engagement, and long term loyalty while maintaining operational excellence, platform security, and cost efficiency.
Key Responsibilities
- Agency Management & Social Media Governance: Manage and evaluate external digital agencies; oversee owned social media accounts; lead rate negotiations and contract renewals.
- Consumer Care & Operational Excellence: Ensure consistent maintenance of consumer care KPIs; set up and upskill care agents; manage customer support platform infrastructure; design automated conversational workflows.
- Digital Security, Access Control & Tool Administration: Serve as primary administrator for digital tools (Cerby, Opera, Sprinklr); manage user access, permissions, and security protocols.
- Digital Compliance & Audits: Act as key point of contact for digital compliance and security audits; proactively identify gaps and close audit points.
- Internal Upskilling & Platform Adoption: Design and deliver training programs; drive adoption of regional digital tools and best practices.
Candidate Profile & Qualifications
- Hands on experience with social suite and security tools (Sprinklr, Cerby, Opera), Salesforce Marketing Cloud, and web analytics.
- Strong track record of managing creative/care agencies, setting SLAs, and negotiating commercial rates.
- High attention to detail regarding digital security, compliance, data privacy, and access control.
- Excellent communication skills with ability to translate complex technical tools into simple, actionable training for non technical brand teams.
Key Performance Indicators (KPIs)
- Care & Engagement KPIs: Average Response Time (ART), First Contact Resolution (FCR), Customer Satisfaction Score (CSAT).
- Agency & Cost Efficiency: Agency performance scorecards, budget optimization, successful rate negotiations.
- Compliance & Security: 100% resolution of digital audit points; zero security breaches or unauthorized access incidents.
- Platform Adoption: Percentage of internal teams trained and active on key platforms (Sprinklr, Cerby, Opera).
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