Head of Customer Relations
vor 7 Monaten
ABOUT US
At L'Oréal, we share a common goal: to create beauty that moves the world.
The desire for beauty has existed since the dawn of mankind. It is a universal aspiration that spans time, countries and cultures. And because we are a global leader in beauty, we recognize that everything we do can have a significant impact.
Our Swiss headquarters are located in Geneva, Vernier. L'Oréal Switzerland is currently joining the DACH Germany-Austria cluster to become an even stronger center of go-to-market excellence by bringing in the best talent in marketing, engagement, business development and e-commerce to represent the diversity of Swiss consumers* and customers.
YOUR TASKS
Your mission: With your team you will manage and optimize the support activities for our customers to ensure customer satisfaction through service level, stock in trade, lead time and on-time while contributing to the economic performance of the supply chain.
- Management and development of the Customer Relations team
- Planning all activities and tasks of the Customer Relations team, ensuring the availability of all necessary information, support with troubleshooting
- Improving customer satisfaction through flexible and optimized working methods and automation/optimization of non-value-adding activities
- Tracking the resolution of enquiries and cases from the CRM tool "Kepler Service" that are in the back office team for processing
- Definition and tracking of performance targets by means of dashboards in connection with 2nd level support activities
- Defining and implementing reports to monitor service, service costs and other customer-related information and ensuring this information is shared within the organization
- Analyzing the causes of disputes & reverse flows and identifying and implementing measures to continuously improve processes in collaboration with other teams
- Ensuring and promoting close cooperation, information flow and coordination with other teams for optimized cross-functional working methods
- Supporting and implementing projects in collaboration with the multi-divisional Supply Services project manager, other supply chain areas and the divisions
YOUR PROFILE
- At least 3-5 years of professional experience in supply chain management/ customer care/ business planning/ sales with a focus on customer orientation
- Team management; sound experience in leading and developing teams
- Excellent O2C Optimization and process management
- Customer and problem-solving orientation
- Very good planning and organizational skills
- Strong verbal and written communication skills in German, French and English
- High customer orientation as well as strategic and entrepreneurial mindset
In addition to a dynamic work environment, flat hierarchies and quick responsibility, L'Oréal also offers:
- A permanent job in a crisis-resistant, growing market with a comprehensive range of social benefits.
- An attractive and competitive salary as well as voluntary profit sharing and other strong benefits
- Green Mobility: we participate in your annual subscription to the local public transport system
- Individual personal and professional development, a steep learning curve, strong team spirit and an open, cooperative corporate culture.
- Diverse, national and international development prospects.
- Lots of fun, lots of laughter and a steep learning curve.
Diversity & Inclusion: L'Oreal is an equal opportunity, diversity and inclusion employer. We prevent discrimination and harassment of any kind based on gender, skin color, religion, sexual orientation, origin, disability, gender identity or other protected characteristics. Diversity & Inclusion is a top priority for us and is lived to the fullest.
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