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 general 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 be

📌 BEST Madrid
🏢 L'Oreal
📍 Madrid