Are you ready to lead and redefine the customer experience for the world's #1 beauty company? We're looking for a data-driven leader to take ownership of our Nordic customer care operations, empowering a team to achieve new levels of excellence. If you are passionate about transforming processes and making a tangible impact, this is your opportunity to shape how we move the world. We are currently looking for a Customer Supply Chain Support Team Manager based in Copenhagen.
Your mission
Based in Copenhagen, your mission as the Customer Supply Chain Support Team Manager, is to lead a customer care team and own the end-to-end Order-to-Invoice (O2I) cycle, ensuring a harmonized and efficient flow for all customers across business divisions. Reporting to the Nordic Customer Relationship Director, you'll act as the key link between our operational teams and Business Divisions ensuring we meet customer expectations while contributing to the Group’s performance. You will act as the single point of contact for O2I excellence and you will manage one of our teams mainly dedicated to B2B (Modern Trade) or B2b Customers (Indep)
You will…
Transversal Strategy & Operations: Guarantee a transversal vision for all customers. In collaboration with the Division and Multidivisional teams you will define Customer Care priorities and harmonize general terms of service.
Operational Excellence: Ensure the smooth execution of the O2I cycle in full conformity with Group Standards and the "Customer First" program that you will have a key role to animate in team and among stakeholders. You will monitor and challenge team performance regarding SLAs (phone rates, Kepler service, etc.).
Data-Driven Leadership: Visualize and analyze performance data through zone/group dashboards to secure O2I efficiency and customer satisfaction. You will define, follow up on, and optimize department KPIs (Kepler Salesforce Service, NPS Transactional & Relational, Untouched Order & Dispute rates as the main KPI’s).
People Development: Lead, recruit, and coach a high-performing team. You are responsible for knowledge transfer, expertise development, and managing team workload and engagement (monitored via Pulse surveys).
Stakeholder Management: Build robust, structural communication flows with the Multi-Division Credit Management team, Finance, Physical Distribution, and Commercial teams to ensure information reliability. You will play a pivotal role in the dynamics of our dedicated Key Account Supply Chain team.
Continuous Improvement: Drive customer satisfaction through continuous process improvements, implementing new tools, and optimizing flows (information, product, and financial) to reduce costs and complexity.
We Are Looking For
You are a data-driven leader with a passion for customer centricity and a proven ability to motivate teams. You thrive in a complex environment and excel at influencing stakeholders at all levels. We are looking for:
- Experience: You have +5 years of experience in a similar role, with a well-documented track record of managing and motivating teams.
- Expertise: Deep understanding of Supply Chain processes, specifically the Order-to-Cash / Order-to-Invoice cycle. Experience with large-scale IT system rollouts is a significant plus.
- Skills: You possess a "Data-driven decision making" mindset and are comfortable using dashboards to steer performance. You have excellent problem-solving and negotiation skills.
- Attitude: You are championing Internal & External Customer Centricity. You are a collaborative leader who empowers your team and can navigate a complex, multi-divisional matrix organization.
- Communication: You are fluent in English and at least one Nordics language (Danish, Finnish, Swedish, or Norwegian). You have excellent organizational skills and the ability to influence stakeholders at all levels.
We are looking for you to as soon as possible depending on availability. The employment is permanent. We welcome everyone to apply no matter your gender, ethnicity, physical abilities, religion, or sexual orientation.
What’s In It For You
From the start, you'll have great responsibility, challenges, and opportunities, including an individual career plan and coaching leadership. Enjoy extensive training, competitive benefits, modern offices, and a dynamic, international working environment with engaged and skilled colleagues. Our Nordic organization includes nearly 1000 employees across the four Nordic capitals.
Furthermore, we offer:
- 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.