Country Care Coordinator – BEST Madrid, Spain

L'Oréal; Madrid; On-site; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Growth opportunities

Responsibility from day 1

Inclusive environment

Impactful work

Job summary

Join us at L’Oréal in Madrid as a Day in the Life Operations Coordinator. Reporting to the EU Zone Head of Care, you will bridge local European market teams and our service providers to ensure seamless communication and consistent quality.

You’ll coordinate with local teams, manage escalations with Corporate Communications, monitor GDPR compliance and SLAs, and gather business requirements to support Salesforce, Sprinklr, and GenAI adoption.

Qualifications

• Degree in Business, Communication, or equivalent.
• Familiarity with CRM and social care tools (Salesforce, Sprinklr).
• Strong analytical skills to track SLAs, GDPR cases, and market insights.
• Excellent active listening and relationship-building abilities.
• Fluency in English; other European languages valued.

Responsibilities

• Coordinate with local teams as main contact; onboarding new markets.
• Oversee escalation of consumer cases with Corporate Communications.
• Monitor quality: track backlogs, GDPR compliance, and SLAs.
• Gather local business requirements and support user adoption of Salesforce, Sprinklr, and GenAI.

Skills

Cross-cultural intelligence

Analytical skills

Active listening

Relationship building

English proficiency

Education

Business/Communication degree

Tools

Salesforce

Sprinklr

GenAI

Job description

A Day in the Life

Reporting to the EU Zone Head of Care, you will act as the vital operational bridge between local European market teams and our service providers to ensure seamless communication and consistent quality.

• Market Coordination: Act as the main contact for local teams, facilitating smooth governance routines and onboarding new markets.
• Escalation Management: Oversee the resolution of sensitive consumer cases, partnering with Corporate Communications to mitigate reputational risks.
• Quality Monitoring: Track daily backlogs, GDPR compliance, and queue SLAs to ensure high-quality consumer resolution.
• Tech & Project Support: Gather local business requirements and support user adoption of Salesforce, Sprinklr, and GenAI.

We Are Looking For

A collaborative, structured coordinator with strong cross-cultural intelligence and a solution-oriented mindset:

• Degree in Business, Communication, or equivalent with experience in multinational care operations.
• Familiarity with CRM and social care tools (Salesforce, Sprinklr).
• Strong analytical skills to track SLAs, GDPR cases, and local market insights.
• Exceptional active listening and relationship-building capabilities.
• Fluency in English; proficiency in other European languages (French, German, Spanish, or Italian) is highly valued.

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. 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.