Senior Manager - eCommerce Customer Operations

The world leader in cosmetics, L’Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, with a mission to provide the best in cosmetics innovation to all women and men globally. Our ambition is to win over another one billion consumers around the world by inventing the cosmetic products that meet the infinite diversity of their needs and desires through continued digital innovation. L’Oréal supports diversity and sustainable, ethical sourcing for all our products, and we have reduced our emissions by approx. 78% since 2005.

The DNA of L’Oréal is Innovation and we are driven by a real passion for the future. Our Research and Innovation Centres in India are the sixth innovation hub for L’Oréal worldwide to fuel local market innovations.

The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen!

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 Supply Chain Function for the position of a Senior Manager - eCommerce Customer Operations (Selective Divisions). In this Team Leader role, you are responsible to manage the overall ecommerce customer care operations starting with order to cash management, online availability of products, and inventory management and solve any blockages which come in achieving continuous business goals. You should be result oriented and be able to drive the team to constructively produce results which exceeds customer expectation. The individual should be a champion of automation and is expected to take data driven decisions. The role will entail matrix reporting of 4-5 eComm SC Key Accounts managers.

You should have minimum 8-10 years of professional experience. The location of the job will be in Mumbai.

Key Responsibilities

• Manage a team of eCommerce customer care managers and be the face of customers in operational & tactical engagements for selective divisions (PPD, Luxe & LDB).
• To create long-term category solutions that automate or simplify category processes - Identify opportunities to enhance relationships with key or strategic customers
• Lead E-com Supply Chain transformation projects with related zone Supply Chain Experts, and Business function Experts (in Digital and Commercial teams)
• Debottleneck issues with customers to deliver maximum product availability in the category ensuing healthy inventory level and optimal supply chain set-up for the customers.
• Analyse the Order to Cash Execution metrics for the Customers to improve efficiency of our order execution process
• Work closely with the Customer and our Commercial teams to plan availability of Promotions and launches, and for campaigns & events
• Prepare and analyse supply chain metrics to improve efficiency of our inventory position, including management of slow moving and obsoletes
• Work closely with Customer leadership and/or operations senior leaders on strategies to reduce cost, lead time, and waste across the end-to-end supply chain
• Will be involved in Negotiation of operational changes with customers in partnership with Key Account Manager to drive supply chain improvements
  
  

Key Competencies

• Understanding of end-to-end supply chain processes including order to cash
• The ideal candidate will be a self-starter with a high level of proactiveness, flexibility and commitment to anticipate issues and solve for it.
• Candidate needs to be the face of supply chain team for the accounts he/she is handling and be able to take decisions in consultation with the leadership of the division/function
• Possesses strong analytical skills and ability to drive conversations to a closure.
  
  

Physical Demands (e.g. % travel):

• To e-Commerce client sites (upto 20%)
  
  

Education

• MBA
  
  

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, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability or any other characteristic protected by law.