Omni Retail & Education Manager
L'Oréal Luxe SG is on a journey to become the leading omni-channel beauty group. We started our journey focusing on bringing together and integrating our businesses and teams in retail & digital. The We continued the journey becoming intentionally omnichannel and elevating key decisions across the business - on spending, priorities and projects - to be driven by principles and metrics that are strategically channel aligned. In the present state, we aspire to build on the existing momentum to double down on what’s working and experimenting with newer areas to constantly find our true north in omnichannel.
This role will demonstrate success in developing and executing transformative retail strategy. From Beauty Advisor transformation to Omni-Beauty Advisors, transforming our point of sales to a point of experience by building strong services and Beauty advisor community engagement, this role works closely with key internal partners across the LUXE division to execute on the vision to improve customer experience, empowering Omni-Beauty Advisors with data, education and digital retail tools to better serve our customers. This role will be responsible to drive the brand(s)’ omnichannel mindset, defining, spreading and measuring the use of core-omnichannel metrics, including but not limited to omnichannel customers, omni-channel distribution. attribution of pre-store digital touchpoints (e.g. BACC, O2O Biz WA) and attribution of store-aided digital transactions (e.g. iBeauty, Beauty Tech, etc.).
The role is responsible for leading the Omni-Beauty Advisor team towards extraordinary results; accelerate the business through retail sales and activation.
Key Job Responsibilities:
• Build and implement sales strategy with supplemental plan to drive sales growth for the assigned brand(s).
• Drive the implementation and execution of end-to-end customer experience, from big leaps changes to daily operations.
• Drive business innovation and business development across all distribution channels and touchpoints.
• Implement commercial strategy and align commercial priorities within the assigned brand(s).
• Monitor customer experience and ensure high level of service excellence across all brands through measurable tools.
Sales Planning & Strategy
- Develop and recommend comprehensive omnichannel (OMNI) sales plans designed to achieve ambitious sales objectives.
- Actively contribute and provide constructive feedback during marketing activation plan discussions.
- Monitor sales performance against previous year's achievements, proactively flagging any potential shortfalls.
- Participate vocally in O+O (Online-to-Offline) and Sales Force (SF) validation meetings, offering insights and expertise.
Sales Tracking & Analysis
- Prepare and submit detailed weekly sales updates with insightful weekly analysis on sales trends, identifying potential risks and opportunities.
- Promptly identify underperforming channels, stores, or product axes, proposing immediate corrective actions within 24 hours of identification.
Risk Identification & Mitigation
- Anticipate and identify potential sales risks based on data and facts, escalating these concerns prior to key Sales In/Sales Out (SISO) calls.
- Propose comprehensive recovery plans for any missed sales targets before SISO meetings.
Action Plan & Execution
- Demonstrate initiative by proactively suggesting solutions and strategies, rather than solely reporting problems.
- Generate 2-3 innovative ideas to compensate for missed sales.
- Implement at least one recovery initiative upon risk identification and rigorously follow up on its effectiveness.
Urgency & Ownership
- Ensure risk mitigation plans are developed and communicated within a 24-hour timeframe.
- Provide daily sales recaps during podium meetings.
- Maintain timely follow-up on all requests and action items.
- Actively participate and vocalize insights in brand team meetings (O+O, validation, etc.).
- Conduct thorough post-event debriefs on sales performance, capturing key learnings.
Store Presence
- Maintain a proactive and visible presence in stores during critical sales moments.
- Be physically present during key sales events, podiums, workshops, and other significant activations.
- Report on daily sales performance during events.
A Great Place to Work
• Being a strong, value-driven leader that inspires, develops and challenges the team to achieve excellent results.
• Oversee retail BA population on recruiting, on-boarding and retention plans.
• Coach, motivate and develop counter/store managers. Take corrective measures to strengthen their performances.
• Supervise and support BA training and development.
• Oversees retail population maximizing empowerment and enablement
• Define and implement omnichannel compensation and rewards schemes in line with brand(s)’ strategy.
KPIs include:
• Sell-in & Sell-Out Achievement, Market Share Gain, Brand Ranking
• BA attrition rate
• Productivity - Store and BA
• Profitability - Channel / Store
• Brand omni-channel KPI’s
• BA Pulse Results - Engagement & Enablement
• Service Excellence KPIs - NPS, CXE
You have....
• Minimally 6 to 8 years working experience in brand/retail management or at least 1 to 2 years handling omni-channel/digital strategy & initiatives (brand side or agency side).
• Outgoing personality, with good networking and influencing skills
• Excellent communication skills, fluent in English language (both verbal and written)
• Eye for details with problem-solving and project management skills and mindsets
• Ability on multi-tasking and energy to deliver with tight timelines
• Ability to communicate effectively with internal and external partners, and to anticipate the needs of both groups
• Strong business and retail acumen, data driven and analytical in sales reporting and performance.