Assistant Manager, Education - Pro Services Skinceuticals

Job Title: Assistant Manager, Education - PRO Services SkinCeuticals

Division: L’Oréal Dermatological Beauty Division

Location: Field Based

Reports To: Director of Digital Education

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 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

• Drive the conversation to make sure questions are resolved quickly
• Proficiency in brand tone and messaging while providing a customized and personal experience
• Ensure all connected consumers are aware of new product launches and promotions
• Provide feedback and report initial trends in inquiries to Director
• Ensure all responses are within brand guidelines
• Provide responses that are correct, concise and engaging
• Timely connect with consumers through written communication, assess skin concerns and ascertain goals to build an ideal skincare regimen
• Professional presence attitude throughout all consumer communications
• Meet and exceed CSAT survey goal of 80% or above
• PRO chat agent role is designed to increase brand awareness, increase basket size and gain consumer loyalty
• 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.

• Maintain company expectations related to basket size
• Perform live 1:1 video consultations with SkinCeuticals consumers via a web-based platform
• Send a follow-up to consumer immediately post consultation recapping the suggestions and provide customized regimen card
• Provide feedback and report initial trends in inquiries to Director
• 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
• Educate consumers on the science, discuss ingredients & showcase what sets SkinCeuticals apart
• Demonstrate each product, showing application and discussing how this would fit into their current regimen
• Ensure all connected consumers are aware of new product launches and promotions
• 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.
• 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.

ADDITIONAL RESPONSIBILITIES:

• Additional support as requested by Director
• 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.
• Ability to report weekly statistics and feedback to Director in reporting template
• On-going education to be completed as Director dictates

EXPERIENCE / ABILITIES REQUIRED:

• Proven track record of sales in aesthetics or retail skincare
• Minimum 1-3 years hands-on aesthetic experience and/or luxe retail experience
• Ability to work independently
• Bi-lingual (Fluent in Spanish is an added benefit, but not a requirement)
• Computer proficiency in Microsoft Suite
• Must be able to travel to training sessions, sales meetings or as business dictates
• Access to high speed WiFi and professional area designed for live steaming
• Must display excellent written and verbal communication skills
• Must be licensed esthetician (license must be active)
• Professional on-screen presence
• Valid US driver’s license
• Undergraduate degree a plus but not required
• Must have a private quiet space in home appropriate for video consultations. Background banners will be provided.

WHAT’S IN IT FOR YOU:

• Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
• Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
• Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
• 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

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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