Experteer Overview As Zone Care Process Lead at L'Oréal BEST Madrid, you will architect Care and E-Care ecosystems for the EU, translating general strategy into local execution. You’ll optimize the Book of Process with GenAI and real-time agent support, ensure GDPR-compliant operations, and enrich Salesforce Service Cloud knowledge. You’ll steer integration during Salesforce, Sprinklr, and Amazon Connect deployments. This is a hands-on role shaping digital consumer experience across Europe.

Compensaciones / Beneficios • Process Governance: optimize the Book of Process (BOP) to integrate GenAI and real-time agent assistance • Quality u0026 Compliance: conduct 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: align processes during rollout of Salesforce, Sprinklr, and Amazon Connect

Responsabilidades • 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 a plus

Requisitos principales • growth opportunities • real responsibility from day 1 • inclusive and diverse workplace • contributing to a larger purpose

📌 BEST Madrid - Zone Care Process Lead
🏢 L'Oreal
📍 Madrid