Manager, Customer Experience – Amazon; Cosmetics

Overview

Job Title
:
Manager, Customer Experience – Amazon (Cosmetics)

Division: Consumer Products Division

Location: New York, NY

Reports to: AVP, CX/Planner – Amazon Team

For more than a century, L’Oréal 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.

At L Oréal Consumer Products, our mission is to democratize the best of beauty, and for us, beauty has to be sustainable. Our division holds the world’s #1 beauty brand with L’Oréal Paris, the #1 makeup brand with Maybelline New York, the #1 natural brand with Garnier, as well as NYX Professional Makeup.

The Manager, Customer Experience role is accountable for partnering with Amazon points of contact and Account Directors to build and enhance customer experience across all cosmetics CPD Brands on the Amazon Platform, inclusive of tentpole planning, merch placements, and ongoing content optimization to meet brand’s objectives.

The CX Manager will be responsible for the total customer experience on the Amazon platform. This includes, but is not limited to, optimization of product display pages, optimization of titles and bullets, recommendations for best in class content (video, images, etc), and customer brand store and brand shopping pages.

• Lead the customer/user experience for all product detail pages and brand stores across the total Cosmetic portfolio.
• Work closely with Brand Activation teams to ensure content creation for new launches and pillars is refined for Amazon to maximize consumption, search, traffic and conversion (including copy, alt images, A+ content, videos, reviews generation)
• Work with 3rd party vendors to provide ongoing maintenance of PDPs including optimization of product titles, descriptions, images, videos, and A+ content
• Consistently review Member Health Scorecards for each brand to determine PDP content engagement and enhancement opportunities
• Regular check-ins with CX, BAM and CDMO teams to ensure a consistent L Oréal approach and consumer experience

• 1-3 years experience in eCommerce and/or Digital Media roles, Amazon-specific preferred
• Deep understanding of consumer packaged goods industry
• Strong understanding of digital marketing/media, promotional tactics and various marketing vehicles
• Track record of delivering business results by driving insights and strategically sound marketing programs
• Strong ability to build trusting relationships with cross functional partners and with client
• Innovate in a collaborative manner

As an integral part of our culture at L’Oréal, wellness is at our core. We not only offer a generous Benefits Package (Medical, Dental, Vision, 401K), we also offer flexible time off, work from home days, and a pension plan! Additionally, you will have access to company perks such as Makeup, Skincare, and Fragrance! Employees receive a stipend for L Oréal products as well as VIP Access to L’Oréal’s Internal Shop for Discounted Products, and other perks such as Monthly Mobile Allowance, discounted gym memberships, and ERGs.

• Salary Range: $98,400-$140,200 (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)
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Access to Company Perks (VIP Access to L’Oréal’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’Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re…