CX & Platforms Manager

About the role

The CX & Platforms Manager will lead the end‑to‑end consumer experience, social media governance, and digital platform strategy for L’Oréal’s brand portfolio in the Middle East. Reporting at the intersection of Marketing, Digital and IT, the role drives consumer acquisition, engagement and loyalty while ensuring operational excellence, security and cost efficiency.

Key responsibilities

• Manage external digital agencies and evaluate their performance for social and non‑social consumer care channels.
• Oversee owned social media accounts, set up new channels and ensure content aligns with global brand guidelines.
• Lead commercial negotiations, rate setting and contract renewals with service providers.
• Maintain and improve consumer care KPIs (response time, resolution rate, CSAT) across all touchpoints.
• Onboard, train and continuously upskill care agents to deliver premium, on‑brand experiences.
• Administer customer support platforms (live chat, AI chatbots, WhatsApp Business API, Sprinklr, Salesforce Service Cloud).
• Design and deploy automated conversational workflows to handle simple queries.
• Serve as primary administrator for digital tools, managing access, permissions and security (Cerby, Opera, Sprinklr).
• Champion digital compliance, conduct audits and close identified gaps.
• Design and deliver training programs to boost internal adoption of regional digital tools.

Required profile

• Proven experience managing digital agencies and social media governance.
• Strong background in consumer care operations and KPI management.
• Demonstrated ability to negotiate contracts and manage budgets.
• Experience leading cross‑functional teams and upskilling agents.
• Solid understanding of digital security, access control and compliance processes.

Required skills

• Sprinklr
• Salesforce Service Cloud
• WhatsApp Business API
• Cerby
• Opera (internal digital/media tracking tool)