Zone Care Process Lead: GenAI & CRM Ops (Madrid)
L'Oréal
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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
Education
Tools
Job description
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.
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