Analyst - Consumer Experience Governance
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About The Position
The Consumer Experience Governance Analyst plays a crucial role in protecting L'Oréal's reputation and ensuring positive consumer experiences across all brands and channels within Le Care. This role acts as the key liaison between Le Care, Corporate Communications, and other cross-functional partners, proactively identifying and mitigating potential reputational risks. The Analyst is responsible for upholding consumer data privacy in compliance with legal regulations, managing e-commerce processes (including appeasements, refunds, and fraud prevention), and driving continuous improvement in customer service processes and corporate compliance. This role also involves handling escalated consumer inquiries, collaborating with internal and external support teams, and contributing to the training and development of customer service representatives.
