Customer Care Leader

Description du poste:

Hello, we're L'Oréal. We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.
A Day in the Life

As the Customer Care Leader for our CZ/HU/SK hub, you will be a key member of our Operations team based in Prague. You'll be instrumental in steering our order-to-cash cycle, ensuring a seamless and efficient experience for all our customers. This role is pivotal in transforming our customer care department into a more customer-centric organization, driving improvements, and leading a talented team to success.

You will be responsible for:
* Process Excellence: Ensuring a harmonized and efficient flow of the Order-to-Cash (O2C) cycle, monitoring key performance indicators (KPIs) like OTIF and OTFR to drive service quality.
* Customer Strategy: Identifying customer needs and collaborating with business teams to develop strategies that enhance service and relationships.
* Team Leadership: Recruiting, developing, and managing your team, fostering expertise and implementing organizational changes to support growth and knowledge retention.
* Continuous Improvement: Leading change initiatives and contributing to the enhancement of processes and information systems, acting as the business process owner for customer care.

We Are Looking For

The ideal candidate for this role is a strategic thinker with a strong drive to improve processes and lead people. You are adept at analyzing complex situations and proposing effective solutions, always with the customer at the heart of your decisions. You have:
* Proven experience in Supply Chain or Customer Care, with a deep understanding of the order-to-cash cycle.
* Leadership and People Management skills, with the ability to develop and inspire a team through change.
* Strong Analytical and Problem-Solving abilities, capable of interpreting data to drive performance and strategy.
* Excellent Communication and Networking skills, with experience in client negotiations and stakeholder management being a strong advantage.
* A proactive and adaptable mindset, with the courage to challenge the status quo and manage projects effectively. Fluency in English is required; proficiency in Czech, Slovak, or Hungarian is a strong asset.

What's In It For You
* A place for you to leave your comfort zone and grow beyond your potential (here, you'll be encouraged to try new things and take risks!)
* Real responsibility from day 1, there's no sitting on the sidelines at L'Oréal
* An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive and are celebrated!
* A place where you can contribute to something bigger! Many of our brands have societal/environmental causes to make a concrete difference.

Who We Are

L'Oréal is present in 150 markets on five continents. For more than a century, L'Oréal has devoted itself solely to 'Create beauty that moves the world'; it is now the industry world leader with EUR42 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.

Our daring Operations team of thousands of exceptional minds don't just work on complex challenges; They help create sustainable and inclusive beauty alongside our partners by crafting, innovating, sourcing, producing, and delivering millions of products and services that touch every corner of the globe.

We're committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual's gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law