We are seeking a highly motivated and experienced O+O D2C Excellence Manager to join our SAPMENA Supply Chain Network of Excellence team. As the Regional Customer Care Excellence Manager, you will be responsible for ensuring exceptional customer service experiences across L’Oreal SAPMENA’s D2C retails stores, both on e-commerce and retail stores. This role plays a critical part in ensuring consistent brand representation, enhancing the end-to-end consumer journey and ensuring best product availability. The O+O D2C Excellence Manager will be providing guidelines, best practices and support to the Supply Chain retail community across the different markets.
Key Responsibilities:
· Develop and Implement Retail Excellence Strategies: Collaborate with Global team to define and execute strategies to enhance the overall D2C customer experience, drive sales growth, and improve operational efficiency in both online and offline retail channels.
· Go-to-Market :Govern all countries Go-to-Market changes (e.g. switch from Distributor to D2C) and fulfillment flows with full P&L analysis and capability mapping assessment.
· Operational excellence:Define and govern the end-to-end execution SOP, Tools and governance that is consistent with Brand retail framework.
· Audit & Compliance :Provide guidelines and support all audit processes to ensure compliance with Group norms and identify opportunities for improvement.
· Market and Competitive Analysis:Collaborate with Brand and Digital team to evaluate the output of Kantar consumer research and Competitor benchmarking study to enhance consumer satisfaction and loyalty.
· Drive D2C transformation:Identify and implement omnichannel customer care initiative be it tools, processes or operating model that can enhance efficiency and improve the customer experience across channels e.g. Consumer Loop, O+O Fulfillment.
· Training and Development:Develop training programs, guides and playbooks to ensure operations excellence.
· Animating the community: Build a close community within the D2C operations team across the zone to encourage cross sharing and continuous upskilling.
· Monitor and evaluate performance:Establish key performance indicators (KPIs) to measure product availability (OLA/OSA/ODA) and consumer experience (NPS).
