Job Description

Job Summary:

The Social Brand Advocate will support the Hair Care/Color and Skin/Cosmetic categories by responding to consumer contacts via social media. Social advocates will provide expert knowledge to consumers contacting us for information, give productive expertise or advice around how to use our product ranges, and drive brand advocacy through social engagement on owned content. This role promotes brand love and trust within a fast-growing customer service channel and relays notable insights & issues back to the brand for continuous product and service improvement.

Key Job Accountabilities:

General:

Create a satisfactory consumer experience on social media by responding to consumers through owned channels, @mentions and, in some cases through proactive engagement Build brand advocacy through timely social response and resolution Uphold brand image and reputation by using brand-specific social tone-of-voice (TOV) Meet global goals around reply rate and time to reply Foster the brand relationship through daily communication with cross-functional stakeholders and proactively share insights or issues so the brand can swiftly address Recognize and recommend new ways to influence consumers in their purchase decision Offer schedule flexibility to support the needs of the business Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer Responsible for recognizing opportunities for improvement in policies or processes and leads the initiative to reduce disruptions in service or detract from customer satisfaction. Supports the voice of the consumer by analyzing and pulling weekly insights as requested by the brands, CMI, digital and e-commerce and report directly back to the brand Help maintain hygiene within knowledge articles and update notable changes in products

Product Expertise:

Has expert product knowledge within the Metier Assists consumers in finding appropriate products Educates consumers in the use of our products Identifies cross-selling opportunities/ introduces consumers to new products and services Builds brand advocacy with each consumer who contacts our brands Engages on all owned interactions and alerts brand stakeholders of issues or notable trends Builds custom reports to share out weekly consumer insights Participates in daily communication with stakeholders, including social, digital, and marketing teams.

Competencies required:

Achieves results with brand Integrity, reputation and TOV at the heart of each interaction Acts/Leads with Human Sensitivity Displays Sensitivity to the Metier Interacts Effectively

Technical/Professional:

Socially native with a passion for interacting on Instagram, Twitter, Facebook and TikTok Strong product/brand knowledge Strong verbal communication skills Strong attention to detail Intermediate skills with MS Word and MS PPT If bi-lingual - able to compose responses in same language

Preferred Key Experience:

College degree preferred A combination of education and relevant business experience will be considered.

Training:

/Blended



Learning 2.0



Introduction to LUSA



Introduction to LE CARE-Consumer land



Data Privacy



Metier Training



Brand Training (as applicable)

The Way we Prevent Corruption



LE CARE TECHNOLOGY SUITE Training



Complete knowledge of use of Le Care Technology Suite

Be Cyber Secure



SRA-Service & Retail Academy



Communication skills Customer Service Skills

e-Office Ergonomics



Process training-brand knowledge inventory



Health related OTC Data privacy Ingredient and Safety overview Call flow/simulations Ecommerce process + Demandware SOP review

Ethics at L'Oreal



Digital writing skills



Responding with empathy Reading analytically

Safety Orientation



Compliance w/Competition Law



Emergency Preparedness for BH



Indirect Sourcing Policy Training



Social Deep Dive



Brand Overview



Product Deep Dive



Social Platform Onboarding



Social TOV



Social Shadowing

Additional Benefits Information As Follows:

Salary Range [New York]: $49,700 - $68,300 base salary (The actual compensation will depend on a variety of job-related factors which may include geographic location, work experience, education, and skill level) Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan) Hybrid Work Policy (3 Days in Office, 2 Days Work from Home) Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!) Access to Company Perks (VIP Access to L'Oreal's Internal Shop for Discounted Products, Monthly Mobile Allowance) Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!) Employee Resource Groups (Think Tanks and Innovation Squads) Access to Mental Health & Wellness Programs

Don't meet every single requirement? At L'Oreal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role but your past experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!



We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.



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