Human capital

In Action

Retail in North America: L’Oréal counts on the in-store personal touch

Doriane Dalati, Vice President and General Manager at L’Oréal, is steering the Service & Retail Academy (SRA) transformation programme in the Americas Zone as she works towards the goal of creating a unique customer experience at every point of sale (POS). She told us how she is deploying it, starting with North American beauty advisors.

Perspective

The new design of retail excellence & customers’ experience

Reinventing the customer experience, “social shopping” and specialised training programmes… Sarah Edwards, Cosmetics Senior Operations Manager at Debenhams, reveals how the famous British department store chain is meeting the needs of today’s ever-more demanding customers.

Strategy

Service & Retail Academy: Putting empathy to work for customers all over the world

How do you go about upskilling one million beauty advisors worldwide* in customer excellence? That’s the task facing Eun Sil Son, General Manager of L’Oréal’s Service & Retail Academy, who describes the challenges involved in rolling out a global educational programme rooted in emotion and empathy.

In Action

Interngration: a refugee recruitment programme and One Young World project

Olivier Algoud is Global Marketing Director at L’Oréal Men Expert. He and three other One Young World delegates recently founded Interngration, a refugee recruitment programme. One year on from the 2016 One Young World summit, and with the programme now being gradually rolled out at L’Oréal, he describes his experience and how his team set up the project within the Group.

Perspective

One Young World: making young people the engine for change

Back in 2009, Kate Robertson and David Jones, former Chairman and Global CEO of Havas respectively, founded One Young World, an annual summit for young leaders from around the world. We caught up with Kate ahead of this year’s event, which is due to be held in Bogotá, Colombia, from 4 to 7 October 2017, and talked with her about One Young World and her deeply-held belief that young people can build a new world.

Strategy

L’Oréal is getting talented young people involved in driving positive change

Since 2012, L’Oréal has been attending the annual One Young World summit. Every year, it sends 40 or so bright young employees there to join the conversation about tomorrow’s challenges and come up with initiatives that will change the Group. Remy Simon oversees the project within L’Oréal. He tells us about this approach and how the Group supports its young people.

In Action

Workplace well-being takes pride of place in L’Oréal’s new buildings

The RIO building is the L’Oréal Group’s exotically named brand new location. Jean-Michel Duffieux, Real Estate Project Director, who was in charge of planning the new facility, talks about creating spaces that bring the best out of people.

Perspective

What will the offices of tomorrow look like?

Transparent, collaborative, open… You are where you work. In answer to the question “How can companies improve quality of life in the workplace?”, Emmanuelle Duez, advisor to large corporations, cites working environment, furniture and buildings as decisive factors. The founder of The Boson Project, an organisation that is helping French businesses to get a better handle on the expectations of their young employees, takes us on a tour of tomorrow’s office.

Strategy

Workplace quality of life: anchoring L’Oréal’s HR strategy

Bertrand de Senneville, Senior Global VP HR Social Relations at the L’Oréal Group, has made workplace quality of life (WQL) a top priority and wants people to feel fulfilled in their jobs. In this conversation, he tells us about his WQL strategy.

In Action

L’Oréal’s HR programme as seen by Judith Ruiz de Esquide, Human Resources Director for Spain

Judith Ruiz de Esquide heads up human resources for L’Oréal Spain. Since 2013, she and her team have been taking care of the nationwide roll-out of Share & Care, an initiative aimed at establishing a uniform level of benefits for L’Oréal employees worldwide.

Perspective

Helping a business group to craft a worldwide benefits programme. Interview with Bernard El Ghoul, Head of Sciences-Po Menton

Bernard El Ghoul is recently back from a trip to Dubai, where he went to talk to L’Oréal’s local top management about advances in Share & Care, the Group’s worldwide employee benefits programme. As well as heading up the Menton campus of Sciences Po, one of France’s leading universities, El Ghoul sits on the Advisory Board that is helping the Group to roll out the programme.

Strategy

Share & Care: delivering employee benefits across 68 countries in two years

In this interview, Françoise Schoenberger, Social Relations Director at L’Oréal with responsibility for Share & Care, speaks about the three stages that went into this bold programme and explains how L’Oréal has gone about bringing it to the 68 countries where the Group operates.