Experteer Overview
As Zone Care Process Lead at L'Oréal BEST Madrid, you will architect Care and E-Care ecosystems for the EU, translating integral 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