Zone Care Process Lead (Care & Ecom-Care) – Digital Consumer Experience

Job Description

BEST Madrid – Zone Care Process Lead | L’Oreal

The Tone:
This is a role at L’Oréal, located in Madrid, Spain. L’Oréal builds beauty brands and shapes consumer experiences globally, driving innovation in how the world experiences beauty. This role is central to optimizing and governing customer care and e-commerce care processes across Europe, ensuring digital and operational excellence within the BEST Madrid Hub.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Spain (Madrid)
• Team: Reporting to the EU Zone Head of Care within the BEST Madrid Hub.
• Mission: To be the strategic architect of Care and E-Care ecosystems within the BEST Madrid Hub, bridging global strategy and local execution across Europe.
• Tech Stack: Salesforce Service Cloud, Sprinklr, Amazon Connect, GenAI

What You’ll Actually Do
• Process Governance: Optimize the Book of Process (BOP) to integrate GenAI and real-time agent assistance.
• Quality & Compliance: Run 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: Drive process alignment during the rollout of Salesforce, Sprinklr, and Amazon Connect.

The Must-Haves
• Background: Master’s student or recent graduate in Business, Operations, or Tech-related fields, with a strong focus on digital consumer experience.
• Experience: Ability to design and document clear operational workflows (SOPs, BOPs); familiarity with CRM platforms (Salesforce, Sprinklr).
• Skills: Organized project management capabilities, high compliance and GDPR awareness, and analytical process specialization.
• Bonus: Fluent English; other European languages are a plus.