Manager - Brand Voice Activation Lead (BVAL), Kiehl's

Responsibilities

• Provide Strategic Brand & Consumer Insights:
• Serve as the primary liaison between the Le Care team and brand partners (e-commerce, marketing, product development), fostering collaborative relationships to integrate consumer insights into business decisions.
• Manage the end-to-end consumer feedback loop across all channels and product categories, providing brands with a deep understanding of consumer sentiment and its impact on the customer experience.
• Consolidate, analyze, and synthesize Voice of Customer (VOC) data from diverse sources (surveys, contact data, social listening) into compelling, actionable narratives.
• Proactively present data-driven recommendations, identify opportunities for improvement and track their impact on the consumer journey.
• Lead project management for brand-specific initiatives, including new product launches, technology innovations, and channel expansions, ensuring seamless onboarding and timely communication of progress.
• Engage directly with consumers through traditional, digital and social conversations as well as advocate shadowing to maintain real-time understanding of the consumer and agent experience.
• Identify opportunities for Consumer Care to engage with respective L’Oréal Brand’s consumer audiences via social platforms and channels; and propose + execute community management engagement in partnership & alignment with Brand’s Community Manager via Le Care team.
• Brand Voice & Content Integration:
• Translate brand voice and positioning into clear guidelines and content (scripts, FAQs, product information, training outlines) for customer service teams, ensuring consistent and appropriate direct consumer engagement across all traditional, digital and social conversation channels.

Requirements

• Proven project management skills with the ability to collaborate effectively with multiple stakeholders.
• Strong analytical skills with the ability to translate complex data into compelling stories and actionable insights.
• Strong and savvy knowledge of social media platforms & tools and the current trends fueling audience engagement each channel.
• Proficiency in Excel and PowerPoint.
• Experience with SFCC, Cognos, PowerBI, and other reporting tools preferred.
• Experience in Market Research, Business Analysis, or Consumer Experience Journey Mapping is a plus.
• Strong knowledge of the beauty industry and competitive brands.
• Excellent written and verbal communication skills, including presentation development and delivery.

Preferred

• Six Sigma and Lean experience is a plus.

Benefits

• Salary Range: $98,400 - $140,200 (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