CDI - Product Expert Customer Care H/F/X

CLARINS Date: 22 mai 2026 ​ Ready to bring passion into your career? Clarins Group is a French family-owned company and a global leader in skincare and makeup, with a presence in over 150 countries. The role : Permanent contract starting in August / September 2026 Based in Paris 17th The Product Expert Customer Care is the referent on Twilio and Zendesk software solutions. He has complete knowledge and mastery of the 3C (Clarins Customer Care platform, the internal Clarins tool dedicated to customer care operations) and its features. What you’ll do : 1) Understanding & scoping business needs Collects, clarifies and reframes business requests from countries, regions and stakeholders. Reformulates requests into clear, actionable functional requirements consistent with product strategy and operational constraints. Produces user-focused use cases and functional user stories for technical teams and vendors (without owning or managing the backlog). 2) Functional design & specifications Writes detailed functional specifications : workflows, routing rules, SLAs, KPIs, and omnichannel scenarios. Designs Zendesk/Twilio solution scenarios (IVR flows, call flows, triggers, macros, automations, channels) and validates prototypes with business users. Ensures functional requirements are testable during UAT. 3) Functional coordination & configuration Contributes to and/or coordinates functional settings and configurations with service providers or the run/operations owner. Oversees functional acceptance testing (UAT) and validates deliverables from the business perspective. Escalates risks and dependencies to project/operations contacts without managing project delivery. 4) Production rollout & operational run Leads change adoption activities: communications, trainings, and local user enablement. Produces and maintains operational procedures and incident-handling guidance at the functional level. 5) Functional support & knowledge transfer Acts as the single functional point of contact (SPOC) for user teams on Zendesk/Twilio capabilities. Provides day-to-day functional assistance in coordination with technical support or external providers. Organizes trainings, workshops and coaching sessions; ensures transfer of skills so users leverage features effectively. 6) Documentation & governance Creates and updates user guides, runbooks, escalation matrices and SOPs. Maintains a functional configuration repository and best-practice guides. Defines governance rules for functional configuration and change requests. 7) Performance measurement & continuous improvement Defines and tracks functional KPIs (response time, resolution rate, NPS, channel adoption). Analyzes usage data to recommend functional optimizations (scripts, automations, omnichannel journeys). Collects user feedback and proposes enhancements to the Product Owner or backlog owner (without owning the backlog). 8) Cross-functional communication & rollout promotion Communicates across teams and promotes product changes and new capabilities to business units and local affiliates. Ensures local requirements are aligned with global product/service strategy in coordination with product and operations owners. 9) Technology watch & compliance Conducts continuous monitoring of the Zendesk/Twilio ecosystem, CX best practices, and new integrations (CTI, bots, AI). Reviews regulatory compliance (GDPR, telephony rules, data retention) and notifies stakeholders of impacts. Recommends functional or technical improvements in line with market trends (chatbots, voice AI, orchestration). You are : Fluent in both French and English Rigorous, organized, proactive, and responsive A strong team player with excellent communication and interpersonal skills Able to interact diplomatically and pedagogically with different stakeholders Recognized for your analytical and synthesis skills Knowledgeable about GDPR requirements and CX best practices You have : A Master’s degree from a Business School or University, or an Engineering degree At least 2–4 years of experience in customer care and customer relationship management Hands-on experience with customer care solutions such as Zendesk Experience with CCaaS/telephony solutions such as Twilio We have : Over 70 years of expertise in beauty and spa, with our Clarins and myBlend brands A caring and inclusive company culture: at Clarins, we believe our people are at the heart of our success. Discover our values and working environment on our Welcome to the Jungle page An attractive compensation package, including profit-sharing and incentive schemes Benefits: health insurance, pension plan, transportation, sports & culture, Works Council (CSE), product allocation, company restaurant, etc. Development opportunities and a rich training offer, including unlimited access to our Digital Learning platform A flexible working environment, with up to 1/2 days of remote work per week (after 4 months’ seniority ) About Clarins Group : A global leader in skincare and makeup, Clarins Group is above all the embodiment of a committed family story, driven by a passion for innovation and an independent spirit. Certified B Corp , the Group affirms its commitment to responsible beauty. Its purpose is: “Making life more beautiful, passing on a more beautiful world.” Present in over 150 countries, we are currently the No. 1 skincare brand in Europe and are accelerating our development across all other continents, particularly in Asia and the Americas. True to our dual CSR mission, “Caring for people, caring for the planet,” we are proud to offer a stimulating work environment where everyone can reach their full potential. As part of this commitment, we are signatories of L’Autre Cercle’s LGBT+ Charter, reaffirming our dedication to diversity, equal rights, and an inclusive, respectful, and discrimination-free workplace. This unique culture has led to our recognition by Forbes as one of the World’s Best Employers 2024 and one of the World’s Best Employers for Women 2024. To learn more about our Group and our commitments, visit www.groupeclarins.com Equal opportunities at Clarins We firmly believe in our mission: making life more beautiful, for our employees as well as for our customers. Inclusion and diversity are at the core of our culture. Every day, we are committed to building an inclusive and fair working environment where everyone can thrive and perform at their best. We welcome all applications and are members of the International Labour Organization (ILO) as well as the Employers Network for Equity and Inclusion (ENEI). Our job opportunities are open to candidates with a recognized disability status. If you require an adaptation of the recruitment process due to a disability, please contact us at [email protected] . To learn more about our Group and our commitments to people and the planet, visit www.groupeclarins.com .