Hello, we’re L’Oréal, We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it). Intrigued? Keep reading, this might be the opportunity you've been searching for.
A Day in the Life
As the O2D Customer Care Lead for the SAPMENA zone, you will report to the Head of Omnichannel Customer Care and be the driving force behind our customer care transformation. Your mission is to elevate our operations to a new standard of excellence by designing and deploying harmonized, best-in-class processes across all channels.
- Lead Strategic Transformation: You will identify and implement omnichannel customer care initiatives, from tools to operating models, to enhance efficiency and improve the customer experience. You will also train and upskill the Order-to-Cash community on new systems and processes like SAP S/4HANA.
- Drive Project Deployment: You will pilot and control the deployment of new O2D Customer Care processes, supporting country rollouts and ensuring alignment with new global SAP HANA and other system standards whilst balancing local priorities.
- Foster Collaboration & Alignment: Acting as a key change agent, you will ensure strategic alignment between global teams, the SAPMENA/China zone, and all local stakeholders across 12 different countries. You will arbitrate key process change decisions and facilitate clear roadmaps.
- Build a Strong Community: You will build and animate a close-knit O2D community across the zone, encouraging knowledge sharing and continuous upskilling to foster collective growth and expertise.
We Are Looking For
You are a strategic thinker and a change catalyst with a talent for bringing people together. You thrive in a dynamic, cross-functional environment and have a proven ability to lead large-scale transformation projects.
You’re a great match for this role if you have:
- Demonstrated experience in the order processing domain, with hands-on user and rollout experience with SAP S/4HANA.
- Project Management: Proven ability to lead complex, cross-functional projects from strategy to execution, ensuring timelines and objectives are met.
- Stakeholder Management: Excellent skills in coordinating, aligning, and influencing a wide range of stakeholders across different countries and functions.
- Change Management: Experience as a change agent, capable of guiding teams through transformation and fostering adoption of new processes and tools.
- Process Optimization: A strong aptitude for identifying inefficiencies and implementing harmonized, best-in-class processes to drive operational excellence.
- Customer Service Expertise: Deep understanding of customer care operations and the full Order-to-Delivery (O2D) lifecycle within an omnichannel environment.
What’s In It For You
- A place for you to leave your comfort zone and grow beyond your potential (here, you’ll be encouraged to try new things and take risks!)
- Real responsibility from day 1, there’s no sitting on the sidelines at L’Oréal
- An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive and are celebrated!
- A place where you can contribute to something bigger! Many of our brands have societal /environmental causes to make concrete difference
Who We Are
L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €42 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet.
Our daring Operations team of thousands of exceptional minds don’t just work on complex challenges; They help create sustainable and inclusive beauty alongside our partners by crafting, innovating, sourcing, producing, and delivering millions of products and services that touch every corner of the globe.
We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law.