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Director, Supply Chain Customer Experience
Clark, NJ, New Jersey
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Permanent
New Jersey
Clark, NJ
Supply Chain
Full - Time
21-Jul-2025
Job Title: Director, Customer Experience Supply Chain
Function: Customer Supply Chain
Division: L'Oréal Dermatological Beauty
Location: Clark, NJ
Reports To: LDB Customer Supply Chain AVP
Who We Are:
For more than a century, L'Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer every person around the world the best of beauty?in terms of quality, efficacy, safety, sincerity, and responsibility to satisfy all beauty needs and desires in their infinite diversity.
At L'Oréal Dermatological Beauty, our mission is to help everyone in their quest for healthy and beautiful skin. Our division is the world leader in dermo-cosmetics by adding health to beauty. Our brands portfolio includes CeraVe, La Roche-Posay, Vichy, SkinCeuticals and Skin Better Science offering a range of skincare products to respond to all expectations linked to beauty and health of the skin.
What You Will Do:
The Aesthetics White Glove Experience, Director will play a strategic role in defining, implementing, and optimizing the customer experience for our medical practice and medi-spa customers. This role requires a strategic thinker with a proven ability to influence cross-functional teams, particularly Operations and Distribution, and drive customer-centric initiatives. The ideal candidate will possess a deep understanding of customer journey mapping, NPS methodologies, service innovation within the aesthetics and healthcare @context, the ability to navigate complex organizational dynamics, and a strong understanding of operational and distribution processes. Considering the fragmented distribution of this customer channel, the role will have an important direct connection with L'Oreal Physical Distribution teams including the 2 DCs that support the Aesthetics business in the US.
This position will report to the LDB Customer Supply Chain AVP and will be heavily integrated into the Aesthetics business cross functional teams and the Omni Channel Customer Supply chain team as well as the LDB Global operations team fostering collaboration and alignment across departments. The Director will have 1 direct report at Manager/Sr. Analyst level.
Key Responsibilities:
Operations and Distribution Interaction:
Partner closely with Operations and Distribution teams to ensure seamless order fulfillment, timely delivery, and efficient handling of customer inquiries related to logistics and product availability.
Identify and address operational pain points that impact the customer experience, collaborating with relevant teams to implement process improvements.
Provide input to Operations and Distribution strategies, advocating for customer-centric solutions and ensuring alignment with overall CX goals.
Collaborate on the development and implementation of new delivery models and service offerings that enhance the customer experience while considering operational feasibility and cost-effectiveness.
Analyze data related to order fulfillment, delivery performance, and customer service interactions to identify areas for improvement and track the impact of implemented changes.
Participate in regular meetings with Operations and Distribution leadership to discuss customer feedback, identify potential issues, and develop proactive solutions.
CX Strategy & Leadership:
Develop and lead the execution of the customer experience strategy for medical practices and medi-spas, collaborating with cross-functional teams (e.g., Marketing, Sales, Support, Distribution) to ensure alignment and effective implementation.
Champion the voice of the medical practice and medi-spa customer within the organization, influencing product roadmaps, service offerings, and internal processes to better meet their needs.
Establish and manage a cross-functional customer experience team (matrixed structure), providing guidance, mentorship, and performance management.
NPS Management & Performance Improvement:
Own and manage the NPS program for the medical practice and medi-spa segment, defining targets, tracking performance, and implementing improvement initiatives.
Conduct in-depth analysis of NPS data to identify key drivers of customer satisfaction and dissatisfaction, developing actionable insights and recommendations for improvement.
Lead the "close the loop" process, collaborating with relevant teams to address customer feedback and resolve issues effectively.
Customer Journey Mapping & Service Innovation:
Lead the development and ongoing refinement of customer journey maps for medical practice and medi-spa clients, identifying key touchpoints and opportunities for optimization.
Drive innovation in service delivery, developing and implementing new programs and initiatives to enhance the customer experience within the constraints of a matrixed organization.
Research and analyze industry best practices and emerging trends in healthcare and aesthetic customer experience, identifying opportunities to differentiate our offerings and create value for medical practices and medi-spas.
Collaboration & Stakeholder Management:
Effectively navigate the matrixed reporting structure, building strong relationships and fostering collaboration with stakeholders across different departments.
Communicate effectively with senior leadership, providing regular updates on customer experience performance, key initiatives, and strategic recommendations.
Influence decision-making within the organization, advocating for customer-centric solutions and driving alignment around key priorities.
Key Performance Indicators (KPIs):
End-to-end customer experience improvement across key touchpoints for medical practices and medi-spas.
Sustainable improvement in customer experience and satisfaction (measured by NPS) within the target segment.
Cost-to-serve optimization for both client @types.
Service Return on Experience (REX) analysis (Cost-Revenue) specific to each segment.
First contact resolution rate for inquiries from both medical practices and medi-spas.
On-time delivery rate.
Order fulfillment accuracy.
Average handling time for customer service inquiries related to operations/distribution.
Customer satisfaction with delivery and fulfillment processes.
Stakeholder satisfaction.
Team performance (matrixed team).
Project completion rates.
Relational and Transactional NPS within each target segment.
Reduction in the percentage of detractors and increase in the percentage of promoters among both client @types.
Required Skills and Experience:
Proven experience in customer experience management, preferably within the healthcare or aesthetics industry.
Strong analytical skills and data-driven decision-making abilities.
Experience with customer journey mapping, NPS implementation, and service design within a healthcare or aesthetics @context.
Knowledge of Physical Distribution.
Excellent project management and stakeholder management skills.
Strong communication, presentation, and interpersonal skills, with the ability to effectively communicate with medical professionals and spa personnel.
Proficiency in relevant software/tools, e.g., CRM systems, data analysis tools.
Demonstrated understanding of operations and distribution processes, ideally within the healthcare or aesthetics industry.
Experience collaborating with and influencing operational teams.
Proven experience leading and managing teams in a matrixed organizational structure.
Demonstrated ability to influence cross-functional teams and drive change within a complex organization.
Strong strategic thinking and planning skills, with the ability to translate customer insights into actionable business strategies.
Desired Skills and Experience:
Experience working directly with medical practices and/or medi-spas.
Familiarity with medical practice and medi-spa workflows, terminology, and relevant industry regulations.
Experience with high-end or luxury customer service.
Lean Six Sigma certification or equivalent process improvement methodology.
Attitude and Mindset:
Strong customer-centric approach with a genuine empathy for the challenges faced by medical practices and medi-spas.
Proactive, results-oriented, and driven by a passion for improving healthcare and aesthetic experiences.
A collaborative team player with a positive and can-do attitude.
What's In It For You:
Salary 1$26,900- 184,000 ( (The actual compensation will depend on a variety of job-related factors which may include geographic location, work experience, education, and skill level)
Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)
Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
Access to Company Perks (VIP Access to L'Oréal's Internal Shop for Discounted Products, Monthly Mobile Allowance)
Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
Employee Resource Groups (Think Tanks and Innovation Squads)
Access to Mental Health & Wellness Programs
Don't meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role but your past experience doesn't align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!
We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.
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