Brand Voice Analyst

Job Title: Brand Voice Analyst

Division: Corporate Digital Marketing Office, CDMO

Location: Berkeley Heights, NJ

Reports to: Director, Brand Operations and Social Engagement

Who We Are:

For more than a century, L'Oreal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

CDMO: The Corporate Digital and Marketing Office mission is to put the consumer at the heart of L'Oreal's business and drive digital innovation. As a force for L'Oreal's innovation, CDMO delivers the best consumer experiences, drives new marketing models, and spearheads new digital capabilities to futureproof the group's business.

What You Will Do:

The Brand Voice Analyst is responsible for owning the management and delivery of our omni-channel customer service experience to our brand partners. They are a critical component in ensuring a seamless consumer experience by expertly handling & mitigating consumer risk where possible, communicating issues that need brand resolution, and owning a reporting mechanism to allow for quick and consumable insights back to brand stakeholders.

This key role requires partnership with cross-functional audiences within the brand, across all channels within le Care, and with external customer service partners to understand and represent the customer service ecosystem from customer inquiry to brand insights.

This role is also responsibility for the success and management of a team of social advocates who oversee social customer service and brand advocacy.

Partner with Brands• Own the brand relationship with ecommerce, marketing, supply chain, digital, social, and other notable internal teams across the division.• Leverage insights and KPIs to help inform brand business decisions related to the customer journey• Manage milestones, deadlines and scheduling for multiple simultaneous projects, both within the larger le Care team and within our brand launches, keeping the brand team up to date with progress and decisions• Communicate frequently with brand partners through email or TEAMs

Own brand voice & requirements with CCC• Responsible for translating tone-of-voice and positioning for a brand into digestible formats for our omni-channel customer service teams.• Create, modify, and maintain hygiene of key brand content to ensure timely delivery of required information and updates, including customer response scripts, on-site faqs, product information and training outlines• Participate in customer service call calibration sessions, representing brand voice and alignment, giving direct feedback to customer service teams• Responsible for recognizing key opportunities for improvement in our policies or processes and leading the initiative in these areas to reduce disruptions in service or detract from customer satisfaction• Use SFCC, PBI and Sprinklr reporting capabilities to build and report KPIs back to brand partners to measure efficacy, success of launches and areas of opportunity to our brand partners. More specifically, this role manages reporting across le Care's Social Snapshots, Executive Reports, NPLT (New Product Launch Tracker) and other vital reports to bring value and insight to the brands.

Channel Management• Support the expansion of our new social channel through the management of social agents, building of socially relevant content and helping to define processes.• Help manage our vendor partners to ensure brand escalations are handled in a timely fashion and agents have necessary information for resolution.• Work closely with customer service teams to maintain strategic service metrics and KPIs• Lead pilot programs for new activations, building a customer story with data to influence future iterations and next steps• Own standard bi-weekly, monthly, quarterly and ad hoc reporting requests

Sharing consumer voice to brand• Own consumer feedback loop, by channel and product metier, to ensure the brand understands the influence of channels and brand items on the consumer experience• Identify any gaps that could impact consumer experience and work with appropriate functional group to alleviate, including supply chain, marketing, social, and digital teams.• Able to create analysis of LUSA brand insights from both offline and online data - sharing data in an impactful way, as appropriate• Own customer story and key recommendations relating to new product developments and initiatives• Regularly engage with customers in both live interaction and advocate shadowing to ensure real time understanding of cross-channel consumer experience

What We Are Looking For:

• MBA, Bachelor's degree in market research or marketing
• 1-2 years of experience in Marketing
• Expert project management skills with the ability to juggle multiple initiatives across cross-functional audiences.
• Ability to build, analyze and translate data and insights into brand calls-to-action to drive brand value.
• Exhibits sound judgment in handling sensitive and confidential matters.
• Able to translate ambiguity and complexity into digestible customer situations
• Advanced Microsoft Suite skills [Excel, PowerPoint, Word, Outlook]

• Experience with SFCC, Cognos, PowerBI, Business Analyzer and other reporting tools preferred
• Must be a self-learner who is willing to help out wherever he/she is needed.
• Six Sigma and Lean experience a plus
• Strong knowledge of the beauty industry with knowledge of competitive brands.
• Ability to build strong relationships and deliver brand information to external partners.
• Excellent written and verbal communication skills.
• Willing to occasionally travel to New York City Office.

What's In It For You: • Salary Range: $68,700 - $94,400• 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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