Customer Care Manager ANZ

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.

The Customer Care Manager, ANZ manages the operational execution, strategy, and optimization of order to delivery process across Australia and New Zealand. Reporting directly to the Customer Care and Credit Director, ANZ, this role is responsible for the day-to-day synchronization of orders and logistics disputes with commercial objectives across both Australian and New Zealand markets. The position ensures that L'Oréal's ambitious customer satisfaction and growth targets are met through seamless order-to-cash execution, and the maintenance of modern, clean digital customer care platforms.

Operational Customer Care Excellence & Order-to-Delivery Management

• End-to-End Service Execution: Manage the daily customer care operational cycle to ensure order processing, query resolution, and claims management align with established service standards. You will work closely with Portfolio team to maintain the daily balance between maximizing processing efficiency and achieving high Service Level Agreements (SLAs) with retail and e-commerce partners.
• Customer Lifecycle & Onboarding Coordination: Support the seamless integration of new customers and e-commerce channels, ensuring clear onboarding processes and service protocols. This includes monitoring customer ordering compliance, delivery expectations prevent order processing delays.
• Distribution & Order Health Liaison: Monitor daily order flow and stock-related delivery challenges across the warehouse network. You will collaborate closely with Portfolio and warehouse teams to ensure the correct allocation and prioritization of deliveries to meet specific customer channel requirements across all divisions.
• Reverse Flow Optimization: Leverage claims and returns data to identify root causes of recurring supply disputes. Collaborate cross-functionally with Transport, Warehouse, Quality, and Pricing teams to implement preventive measures, reducing overall return volumes and lowering reverse transport costs.

Digital Proficiency & Customer Care Systems Maintenance

• Systems Support: Act as an active BPO and coordinator for core Customer Care and Credit systems (such as SAP S4, Salesforce, EDI, and other ordering platforms like B2B platform, LPS and PharmX). You will assist local team members with troubleshooting system errors and collaborate with Regional IT and Supply Chain Excellence teams on operational platform upgrades.
• Customer Master Data Integrity: Maintain the absolute accuracy of customer service parameters within the SAP S4, such as delivery windows, customer claim rules, contact directories, and special handling instructions. You will conduct regular system audits to ensure the digital customer profiles match operational realities.
• Digital Tools Support & Testing: Participate in the transition, modernization, or upgrade of local customer service platforms and communication tools. You will be accountable for executing User Acceptance Testing (UAT) for CRM updates, implementing "Best Practice" documentation, and supporting the onboarding of team members to maintain high digital standards.
• Workplace Automation: Identify daily opportunities to simplify and automate manual customer workflows (e.g., automated email routing, claim entry templates, or chatbot rules) within SAP or Salesforce to save time, improve response speeds, and reduce manual processing errors for orders and logistics claims.

Analytical Rigour & Performance Tracking

• Service Failure & Claims Analysis: Conduct regular analysis of customer complaints, delivery failures, and credit claims. You will perform root cause reviews to understand systemic service bottlenecks and partner with warehouse and transport teams to implement permanent corrective actions.
• Operational Capacity Modelling: Support business decisions by building standard "What-If" service capability models in Excel to evaluate the impact of peak retail periods (e.g., Black Friday, Christmas promotions), transport disruptions, or sudden promotional demand spikes on customer care team capacity.
• KPI Tracking & Reporting: Actively track, report, and drive improvements in core Customer Care KPIs: Order Processing Accuracy, Case Resolution Time, Net Promoter Score (NPS) / Customer Satisfaction (CSAT), and Claims/Returns Costs.

Cross-Functional Collaboration & Communication

• Credit & Commercial Alignment: Support the monthly credit review cycle by preparing accurate customer claims and disputation data, helping to highlight commercial opportunities and operational risks in partnership with the broader Credit Management team.
• Operational Stakeholder Alignment: Collaborate with the Portfolio, Distribution Centre (DC), Transport, Demand & Supply Planning, Sales, Finance and Brand Marketing teams to resolve customer complaints and meeting critical customer expectations.

About You

• Technical Proficiency: Strong hands-on understanding of SAP S4 HANA and CRM software (Salesforce Service Cloud preferred), along with advanced Excel capabilities. You enjoy working with modern digital platforms and resolving system mismatches to enhance the customer journey.
• Customer-Centric Mindset: A passion for delivering high-quality customer service with the ability to translate complex logistical or system challenges into clear, empathetic communication for retail partners and internal business stakeholders.
• Adaptability & Resilience: The ability to remain organized, calm, and solutions-oriented when dealing with sudden shipping bottlenecks, delivery escalations, and shifting commercial priorities.
• Effective Collaborator: Strong interpersonal and leadership skills with a natural ability to build relationships across functions (Sales, Finance, Logistics) and lead a high-performing operational team.

About L’oreal Groupe, Australia And New Zealand

The L'Oréal Groupe in Australia & New Zealand is a supporter of reducing barriers that exist due to traditional working practices and therefore flexible work arrangements will be considered for this role. If you require any adjustments or accommodations in our recruitment process, employment or have questions in regards to accessibility please email [email protected] to speak with our Talent Acquisition representative.

We are an equal opportunity employer and we encourage applications from people regardless of gender, ethnicity, religious beliefs or disability. We are an Employer of Choice for Gender Equality (WGEA) and a Family Friendly Workplace (Parents At Work & UNICEF).

L'Oréal acknowledges the Traditional Owners & Custodians of the lands on which we work and pay our respects to their Elders past, present and emerging.