Consumer Engagement

5 months ago


กรงเทพมหานคร, Thailand L'Oreal Full time

At L'Oreal, Beauty is our passion and Innovation is fuel for driving us to the destination. As consumers' behaviors have changed a lot in the past few years from offline to online channel, L'Oreal as a provider, we have adapted ourselves in order to support consumers precisely.

**You Will**:
**INFLUENCERS** MANAGEMENT**

Lead communications executives across business divisions in building a solid local influencer network in line with L’Oreal local and SAPMENA advocacy strategy to maximise influencer collaboration, loyalty and content creation opportunities which can be tracked to prove ROI.
- Build a strong Influencer Relationship Management (IRM) direct with influencers in mid-long term
- Influencer agencies relationship management
- Develop opportunities and lead projects to implement and enhance Influencer Affiliate programs to drive recruitment and sales (internal and external stakeholder management)
- Provide up skilling training to communications and wider business around Influencer Engagement and other various emerging social media topics such as TikTok Affiliate Marketing Solutions
- Owner and point of contact Traackr
- Influencer spend tracking and compliance in DOMO & Compass
- Owner and point of contact for the employee Influencer Management Standard Operating Procedure (SOP)

**CONSUMER CARE TRANSFORMATION**

Consolidating data points from Social moderation, Call Center, CRM, Consumer affairs, E-Beauty Advisors performance to make L’Oréal Thailand becoming 100% Responsive and up lifting customer satisfaction and engagement to all new level.
- General oversight of customer experience program to proactively identify process improvement work to drive brand love. Aligning customer experience strategies with marketing initiatives, taking proactive steps to maintain positive experiences.
- Work with brand teams on projects that involve customer facing objectives such as virtual/physical consultations, Sprinklr, Salesforce, CRM, BACC etc.
- Develop opportunities and lead projects to implement automation, AI learning and or critical pathway redesign to improve customer service offering.
- Lead agency RFP selection
- First point of customer contact and responsible as Care representative for country
- Answer consumer’s intention efficiently by making custom responses that clearly address the issue in a way that is understandable by the consumer
- Provide consumers with accurate product and service information leveraging expert product and category knowledge and sell through sending appropriate link or placing order on behalf when relevant
- Follow guidelines and processes to manage each step of conversations with customers and captures the relevant data from those interactions
- Alert critical customer complaints to Corporate Affairs and Engagement and Brand teams and assist with problem solving
- Support the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce
- Frame the quality assurance and process-follow up

**You Have**:

- Bachelor’s degree in Marketing/Communication Arts or related
- Capacity to act & listen with human sensitivity
- Proven track record in customer advisory and consumer engagement
- Social media Savvy and strong web analytical skill
- Fluent in English communication, presentation, verbal, written and excellent interpersonal and relationship building skills
- Social conversation management tool, CRM tool, Call Center tech knowledge is a must
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