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Zone Care Process Lead

On-site in Madrid·Added 10 days ago

L'Oréal

5 open roles

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Overview

Requirements

Have the right to work in Spain
L'Oréal doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Work on-site in Madrid
No relocation package mentioned.
Master's degree
“Master's student or recent graduate in Business, Operations, or Tech-related fields.” — per the ad.

Pay & benefits

What you'll get

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!

Requirements

What we're looking for

We Are Looking For
An analytical process specialist with a strong focus on digital consumer experience:

Master's student or recent graduate in Business, Operations, or Tech-related fields.
Ability to design and document clear operational workflows (SOPs, BOPs).
Familiarity with CRM platforms (Salesforce, Sprinklr) and interest in GenAI tools.
Organized project manager with high compliance and GDPR awareness.

Languages

Fluent English; other European languages are a plus.

The role

Zone Care Process Lead (Care & Ecom-Care) - BEST Madrid, Spain

A Day in the Life
Reporting to the EU Zone Head of Care, you will be the strategic architect of our Care and E-Care ecosystems within our BEST Madrid Hub, bridging the gap between global strategy and local execution across Europe.

What you'll 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.

About L'Oréal

L'Oréal is the world's largest cosmetics and beauty company, operating across a vast portfolio of brands spanning hair care, skincare, makeup, and fragrances. With a presence in over 150 countries and a workforce of over 85,000 people, the group is a global leader in the beauty industry, known for its innovation in research and development and its strong commitment to sustainability.

In Spain, L'Oréal has a significant presence with its headquarters in Madrid and a major production and logistics hub in Burgos, as well as offices in Barcelona. The Spanish subsidiary is a key market for the group, offering opportunities for international professionals in areas such as marketing, digital, supply chain, and R&D. The company is known for its inclusive and diverse work culture, with a strong focus on employee development and international mobility, making it an attractive employer for professionals looking to relocate to Spain.

Industry: Cosmetics
Founded: 1909
Employees: 50,000–100,000
Headquarters: Clichy, France
In Spain: Madrid, Barcelona, Burgos
Website: loreal.com

Good to know if you are moving

L'Oréal operates in over 150 countries, offering international professionals a wide range of career opportunities and mobility programs.
The company has a strong commitment to diversity and inclusion, with a global workforce representing over 100 nationalities.
Spain is one of L'Oréal's key markets, with its headquarters in Madrid and a major production and research center in Burgos.
The group offers competitive compensation and benefits packages, including health insurance and pension plans.
L'Oréal has a strong focus on training and development, with its own university and numerous learning programs.

In their own words

About the company & team

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.

Who We Are
Join us at L'Oréal, the world's #1 beauty company present in over 150 markets. Based in Madrid, our BEST (Business Services & Transformation) hub is an agile, transversal European center of excellence designed to deliver high-quality performance in Finance, HR, and Operations, bringing digital and collaborative solutions to all divisions.

Additional information

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.

All open roles at L'Oréal