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