BEST Madrid - Zone Care Process Lead

L'Oréal; Madrid; On-site; EUR 42,000 - 64,000; Full time

Job summary

L'Oréal in Madrid is seeking a Zone Care Process Lead to drive process governance and CRM-enabled service delivery. You’ll optimize the Book of Process and enable GenAI-assisted support across EU teams, while ensuring GDPR compliance and quality standards.

You’ll design clear SOPs/BOPs, manage knowledge in Salesforce Service Cloud, and align with Salesforce, Sprinklr, and Amazon Connect during tech rollouts. Fluency in English is required.

Qualifications

• 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.
• Fluent English; other European languages are a plus.

Responsibilities

• 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.

Skills

Process design

Project management

GDPR awareness

Quality audits

Education

Master’s student or recent graduate in Business, Operations, or Tech-related fields

Tools

Salesforce

Sprinklr

GenAI tools

Job description

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

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.

A Day in the Life

• 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.

We Are Looking For

• 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.
• Fluent English; other European languages are a plus.

What’s In It For You

• 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!

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.

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.