Customer Care Manager

at  LOreal

Managing a team including Supervisors with 2 teams of orders & claims with a focus on traditional customers including salons, hairdressers and pharmacies as well the Mass market / Luxe & LDB Customers for our divisions as well as a growing E-Commerce team. Responsible for effective team leadership with a true collaborative focus to enhance our team’s performance & drive improvements to become more customer oriented & very closely engaged with our internal stakeholders.

• Recruit, develop and manage his/her team to ensure the right people are in the right roles with relevant skills and training to deliver a great customer experience.
• Strong focus on internal stakeholder and customer needs
• Collaboration with all parts of the business to ensure a seamless exchange with the Customer Care team providing a superior service.
• Implement organisational changes where needed in line with changing business needs.
• Analysing & problem solving & automating in all areas to provide continuous improvement.
• Implement the organisation, processes and resources needed for the Customer Care policy.
• Ensure the smooth execution of the order-to-cash cycle in full conformity with the Supply Chain Management Standards of the Group (cut off, tariff,)
• Ensure the sharing and reliability of information related to internal stakeholders within the organisation (Demand & Supply Planning, physical distribution, sales, controlling