In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?

We have a suitable opportunity in the Professional Products Division for the position of Digital Transformation Manager. This is a Team manager role. The DIGITAL TRANSFORMATION MANAGER (Data, DDX & CX) is a strategic role within L'Oréal's Professional Products Division in India. This role is responsible for developing the roadmap and implementing the B2B, B2B2C, B2C data-driven DDX and Omnichannel customer experience (CX) strategy across the division, with the goal of driving customer acquisition, retention, loyalty, and ultimately, revenue growth. This individual will champion a customer-centric approach throughout the organization, leveraging data analytics, DDX systems, and digital technologies to deliver personalized and seamless experiences for salon professionals and consumers. This role requires significant collaboration with Zone IT, CDMO DDX & Global PPD stakeholders (Digital, DMIs, Activation, etc.) who owns the products, solutions, project timeline, deployment & execution to ensure alignment and effective implementation of regional strategies.

Key Responsibilities:

• Digital Transformation: Lead the country’s digital transformation evolution of the B2B, B2B2C, B2C data & customer experiences, leveraging digital technologies to create innovative and seamless customer interactions
• Own Strategic Digital Projects: In collaboration with CDMO, Zone IT, Global stakeholders, to be the Div’s strategic project owner of Loreal Partner Shop, Loreal Salon Services, Pro360, D2C Loyalty Programmes, etc
• Data Strategy & Analytics: Drive the data strategy for the Division in collaboration with Brand Teams, Zone IT, CDMO, Global stakeholders, encompassing data collection, integration, analysis, and visualization. Establish key performance indicators (KPIs) and dashboards to track and measure the effectiveness of DDX and CX initiatives
• DDX: Lead the Div’s CRM strategy in collaboration with the CDMO DDX team, to oversee the implementation, optimization, and ongoing management of the DDX system (e.g., MRM, Salesforce). Ensure effective data acquisition, activation, & analytics of data captured, segmentation, and utilization to drive personalized marketing campaigns and targeted sales efforts
• Customer Experience Design: Map the customer journey across all touchpoints and identify opportunities to enhance the customer experience at each stage
• Stakeholder Management: Build strong relationships with key stakeholders across the organization, including global, regional, and local teams, to ensure alignment and collaboration

Key Deliverables:

• Collaboration with Marketing:
  1. Deliverable: Working with the marketing team to develop an effective consumer experience design for Brand.com, B2B E-comm, B2B2B Ecosystem and CRM programmes
  2. Details: Provide input on Consumer experience, content strategy, Whatsapp Messaging, E-mail marketing, and search engine optimization (SEO)
• Collaboration with Commercial team:
  1. Deliverable: Working with the Commercial team on LPS and LSS Projects
  2. Details: This includes managing LPS platform for Salon onboarding and engagement, LPS Roadmap, LSS to drive O+O Salon Footfalls 

Key Competencies:

• Strategic Thinking & Planning: Ability to think strategically about the role Digital Transformation in the overall business strategy and develop long-term plans to achieve business objectives
• Project Management: Strong project management skills to effectively manage multiple projects simultaneously, prioritize tasks, meet deadlines, and deliver results within budget
• Leadership & Collaboration: Ability to lead and motivate teams, collaborate effectively with cross-functional stakeholders (e.g., sales, marketing, IT), and influence decision-making
• Business Acumen & Financial Management: Understanding of business principles, financial metrics, and budget management to make informed decisions that drive profitability and growth

Key Relationships:

• Strong on Stake holder management. (Marketing, Zone, Digital, HO, Global, CDMO Teams)
• Strong relationship orientation (with PPD HO teams)
• Should have ability to connect with people across organisations and across Geographies

Education & Experience:

• Post Graduation with relevant experience will be preferred.
• We are on the lookout for Talent who has experience in Managing Consumer Data, Designing Consumer Experience, Website Management, CRM/Loyalty Programme Activations.

L’Oréal is committed to building a diverse environment and is proud to be an equal opportunity employer. L’Oréal closely prohibits discrimination against any employee or applicant for employment because of the individual’s race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.