.Do you love your work and the people you collaborate with? At L'Oréal, we believe that when passion meets purpose, incredible things happen. Join the #1 Beautytech company and let's build the future of beauty together!About L'Oréal:As a true beauty powerhouse, L'Oréal is dedicated to providing the right product to the right consumer, through a diverse range of channels. Whether it's in supermarkets, pharmacies, hair salons, perfumeries, or online, L'Oréal offers a vast portfolio of brands to meet every beauty need.We're searching for our next Consumer Care & Social | Senior Manager – LATAM!KEY JOB ACCOUNTABILITIESVendor ManagementOversee and manage the third-party vendor responsible for operating Consumer Care teams across Latin America in partnership with the Countries' Consumer Care Leads.Performance KPIs monitoring, and ensuring adherence to service level agreements (SLAs).Analyze performance data, identify areas for improvement, and develop action plans to enhance efficiency and effectiveness.Regularly assess vendor performance and identify areas for improvement, collaborating with the vendor to implement corrective actions and optimization strategies.Consumer Experience StrategyResponsible for developing and implementing the overall LATAM Consumer Experience Strategy.Collaborate with different countries and with cross-functional teams (Marketing, Communications, etc.).Champion consumer-centricity within the organization.Provide guidance and is the focal point in LATAM for eventual crisis with consumers.Project ManagementLead and execute various Consumer Care projects across LATAM.Manage timelines, resources, and communicate project status updates to stakeholders.Standardize processes across countries, optimize workflows, identify needs and opportunities.Community Management StrategyResponsible for developing and standardizing Community Management operations (Social Media Interaction) across all LATAM Countries.Collect feedback from Countries, connect with the Global Care Team, and provide guidance to the vendor on handling consumer interactions.Build partnerships with other teams to boost social media and interactions.PROFESSIONAL & TECHNICAL COMPETENCIESConsumer Care Expertise: Minimum of 5 years of experience in Consumer Care, Customer Service, or a related field, with a deep understanding of best practices and industry trends.Vendor Management Experience: Proven track record of successfully managing third-party vendors, including contract negotiation, performance monitoring, and relationship building.Project Management Proficiency: Demonstrated ability to manage multiple projects simultaneously, from initiation to completion, within budget and timeline constraints. Formal project management certification (e.G., PMP) is a plus.LATAM Market Knowledge: Solid understanding of the diverse cultural landscape and consumer behaviors across Latin American markets