Consumer Care Manager (m/f/d) L'Oréal DACH

Overview

Join us to create the beauty that moves the world! As a global leader and Beauty-Tech pioneer, we are looking for passionate talents who want to actively shape our success story. In a constantly changing world, we identify the latest trends, act data-driven, and develop innovations that merge beauty with technology. Over 86,000 employees in over 150 markets commit themselves every day to turn our vision of a sustainable and forward-looking beauty industry into reality. At L’Oréal, we live a culture of learning, personal development, and entrepreneurship. We offer our employees numerous opportunities to expand their skills, take responsibility, actively shape their careers, and thus have a positive impact. With our long history of innovation and our commitment to sustainability issues, we set standards for responsible entrepreneurship. Are you ready to shape the beauty world of tomorrow? Then become part of our team.

The Role

As DACH Consumer Care Manager (m/f/d), you drive excellence by ensuring best-in-class, efficient consumer care service for CPD and LUXE, building trust across all channels by transforming every interaction into a consistent, meaningful, personalized conversation that strengthens long-term brand relationships.

Your Tasks

• Service Excellence: You ensure that the CCare agency delivers high-quality, ethical responses across all channels while meeting strict KPIs and maintaining a professional corporate image


• Quality Management: You maintain the Book of Processes, provide essential product knowledge and boilerplate texts, and conduct quality calibrations to ensure consistent, first-class service standards


• Reputation Management: You handle complex escalations and solve sensitive cases in close collaboration with Legal, Science, and CorpCom to protect our brands’ reputation and values


• Digital Innovation: You drive the integration of new tools, AI-driven technologies, and social media channels to optimize service processes within our consumer care universe


• Business Partnership: Partner with business and corporate teams to keep consumer care knowledge current, provide reportings and meaningful insights, drive development of a 360° Voice of the Consumer reporting, and engage in internal CCare awareness initiatives

Your Profile

• L’Oréal Expert: Experienced professional with a strong internal network, preferably within CPD or Luxe divisions


• Communication: Service-oriented with C2 German and fluent English skills for communication with internal and external partners


• Stakeholder Management: Proven ability to navigate international interfaces and external partnerships


• Process Driven: Highly structured mindset with a focus on optimizing workflows and operational excellence


• Tech-savvy: Comfortable working with a range of tools and systems and able to stay agile in a fast-evolving digital landscape

Our Offer

• A permanent employment contract in a crisis-resistant, growing market with a comprehensive range of social benefits.


• An attractive and competitive remuneration package as well as a voluntary profit-sharing scheme.


• Individual personal and professional development, a strong learning curve, strong team spirit and an open, cooperative corporate culture.


• Diverse national and international development perspectives.

Diversity, Equity & Inclusion

At L’Oréal, we know that true innovation and creativity arise from diversity. That’s why we actively foster a work environment grounded in diversity, equity and inclusion. We value the unique perspectives and talents of our employees as the key to our success.

Discrimination or harassment of any kind, for example, based on sex, skin color, religion, sexual orientation, gender identity, age, origin, disability, or other protected characteristics, is not tolerated at our company. Diversity and inclusion are firmly embedded in our corporate culture. If you’d like to learn more about this and our initiatives in this area, please visit here.