Zone Care Process Lead (Care & Ecom-Care) – BEST Madrid, Spain
Hello, we’re L’Oréal. We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.
A Day in the Life
Reporting to the EU Zone Head of Care, you will be the strategic architect of our Care and E-Care ecosystems within our BEST Madrid Hub, bridging the gap between integral strategy and local execution across Europe.
- Process Governance: Optimize the Book of Process (BOP) to integrate GenAI and real-time agent assistance.
- Quality & Compliance: Run operational audits, analyze case verbatims, and drive GDPR compliance across EU teams.
- Knowledge Management: Oversee and enrich the Salesforce Service Cloud knowledge base with clear guidelines.
- Tech Integration: Drive process alignment during the rollout of Salesforce, Sprinklr, and Amazon Connect.
We Are Looking For
An analytical process specialist with a strong focus on digital consumer experience:
- Master’s student or recent graduate in Business, Operations, or Tech-related fields.
- Ability to design and document clear operational workflows (SOPs, BOPs).
- Familiarity with CRM platforms (Salesforce, Sprinklr) and interest in GenAI tools.
- Organized project manager with high compliance and GDPR awareness.
- Fluent English; other European languages are a plus.
What’s In It For You
- A place for you to leave your comfort zone and grow beyond your potential (here, you’ll be encouraged to try new things and take risks)
- Real responsibility from day 1, there’s no sitting on the sidelines at L’Oréal
- An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive and are celebrated
- A place where you can contribute to something bigger
Who We Are
Join us at L’Oréal, the world's #1 beauty co
📌 BEST Madrid (España)
🏢 Loréal
📍 España