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 each and 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 offering a range of skincare and haircare products to respond to all expectations linked to beauty and health of the skin.
SUMMARY: This role is designed to support our PRO SERVICES pillar and align to the vision of the Director of Education, E-Services' strategy. Manage the execution of PRO Chat, a live chat platform that digitally connects SkinCeuticals’ consumers to answer product related inquiries and build regimens via written communication. A portion of this role will also manage the execution of PRO 1:1, an on-camera virtual 1:1 consultation with consumers. Candidate must be confident communicating professional skin care advice with consumers that leads to increased brand awareness, advocacy, and revenue. A proven track record and experience in sales and aesthetics is a must to achieve brand goals.
PRO CHAT: Work cohesively with Director to ensure the success of PRO Chat and upscale consumer experience
· PRO chat agent role is designed to increase brand awareness, increase basket size and gain consumer loyalty
· Timely connect with consumers through written communication, assess skin concerns and ascertain goals to build an ideal skincare regimen
· Ensure all connected consumers are aware of new product launches and promotions
· Professional presence attitude throughout all consumer communications
· Drive the conversation to make sure questions are resolved quickly
· Proficiency in brand tone and messaging while providing a customized and personal experience
· Provide responses that are correct, concise and engaging
· Provide feedback and report initial trends in inquiries to Director
· Ensure all responses are within brand guidelines
· Meet and exceed CSAT survey goal of 80% or above
· Complete ongoing monthly education modules and training as requested by Director
PRO 1:1: Work cohesively with Director to ensure a best-in-class consumer experience during 1:1 video consultations.
· PRO 1:1 role is to provide 1:1 product consultations live via video connection to increase brand awareness, increase basket size and gain consumer loyalty
· Perform live 1:1 video consultations with SkinCeuticals consumers via a web-based platform
· Confidently and professionally make personalized skincare recommendations based on their skincare needs.
· Incorporate new product recommendations into a regimen combining their current products for a complete AM and PM regimen.
· Discuss each product suggestion explaining the science behind and benefits of using that particular product, showing great care as to why those products are ideal for the consumer.
· Demonstrate each product, showing application and discussing how this would fit into their current regimen
· Educate consumers on the science, discuss ingredients & showcase what sets SkinCeuticals apart
· Send a follow-up to consumer immediately post consultation recapping the suggestions and provide customized regimen card
· Ensure all connected consumers are aware of new product launches and promotions
· Provide feedback and report initial trends in inquiries to Director
· Maintain company expectations related to basket size
ADDITIONAL RESPONSIBILITIES:
· May be needed to support for other SkinCeuticals’ initiatives such as business dictates. Subject but not limited to; moderation for PRO Live events, Instagram Lives, Masterclasses, and trainings.
· Additional support as requested by Director
· Ability to report weekly statistics and feedback to Director in reporting template
· On-going education to be completed as Director dictates
EXPERIENCE / ABILITIES REQUIRED:
· Must be licensed esthetician (license must be active)
· Proven track record of sales in aesthetics or retail skincare
· Professional on-screen presence
· Must display excellent written and verbal communication skills
· Minimum 1-3 years hands-on aesthetic experience and/or luxe retail experience
· Undergraduate degree a plus but not required
· Bi-lingual (Fluent in Spanish is an added benefit, but not a requirement)
· Access to high speed WiFi and professional area designed for live steaming
· Must have a private quiet space in home appropriate for video consultations. Background banners will be provided.
· Must be able to travel to training sessions, sales meetings or as business dictates
· Ability to work independently
· Computer proficiency in Microsoft Suite
· Valid US driver’s license
WHAT’S IN IT FOR YOU:
- Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
- 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 for Career Progression (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
