Context:
Digital Transformation is at the heart of L’Oreal group strategy. A number of initiatives have already been launched at the IT organization level touching various business and technological domains: e-Commerce, Digital Marketing, CRM…Furthermore, the NA& SAPMENA have markets that are at the forefront of the Digital revolutions, like China, Japan, Korea are continuously stretching what’s possible in this digital domain.
The role:
The Digital IT operation manager will be responsible for Digital IT application operation around CRM (Data Hosting, Loyalty and Campaign), Digital Marketing (Ecommerce Site, Brand.com) in North APAC & SAPMENA. This role requires close working relationships with zone and market business partners and IT, external strategic partners, Group Digital IT Competence Center.
The Digital IT operation manager needs to build best of class support and maintenance governance for the digital programs to ensure the right practices are followed in line with the L’Oreal North APAC & SAPMENA Digital Strategy. This role will also focus on ensuring end to end operation seamlessly for markets by collaborating with involved stakeholders.
For projects, the expectation is for the operations manager to build a process to take on the new country/brand DIGITAL implementation into support processes post go live. This needs to be a clearly communicated and seamless process for all parties involved.
The key systems involved will be Customer Data Platform solution, loyalty solution, Salesforce Marketing Cloud, Salesforce Commerce Cloud, Sitecore and etc.
Key Job Accountabilities:
- Take responsibility for all run processes post project launches, ensure all projects well handed over from project team to operation team.
- Responsible for providing consistent reporting to showcase the current situation in support.
- Responsible for data quality inbound/outbound and E2E operation process optimization.
- Improve SLA’s for incidents and issues.
- Improve user satisfaction for the operation.
- Ensure quick and effective communications with all stakeholders if there is any urgent or block issues
- Define process to plan for support during peak periods for countries.
- Plan monthly communication for application path or other downtime notifications, well manage the communication list, well communicate with all stakeholders for any urgent downtime.
- Manage different operation vendors to achieve high SLA.
- Manage the operation budget.
- Profile & Position Requirements:
- Strong communication with different stakeholders.
- Experienced working in multinational environments and flexible attitude.
- Innovative mindset to create new ways of working.
- Strong collaborative spirit and good team player.
- Excellent communication skills.
- Ability to provide assessment on vendor performance.
- /Write Skills
- ITIL certificate preferred.