Job Opportunities at L'Oréal

Mission:

Oversees all aspects and is accountable for the Care strategy, the Care Engagement, and the standards of service provided (Efficiency, consumer and employee satisfaction, Business outcome, brand image & reputation, and budget requirements).

Main activities

0-5% engagement

Transmit the voice of the brand to the division to frame engagement guidelines.

• Frame the quality assurance and process-follow up.
• Define and adapt specific processes to the division by leveraging consumer insights (e.g., Quality, GDPR, Compensation and return…).
• Supports the voice of the consumer by passing on insights as requested by the brands, CMI, digital and e-commerce.
• Frame consumer journey by optimizing and refining D2C websites navigation; framing loyalty programs to ease consumer experience; Acquiring data and linking it with the CRM systems.
• Define engagement strategy by channel and by intent, along with the content to provide in priority per brand and per axis (product information & trainings).
• Proceeds to invoicing reconciliation in case of litigation escalation.
• Digitalize channels & follow KPI’s to boost the performance of the division.
• Build common skills between new Care métiers and Retail for 1:1 engagement and share with Retail processes, tech and KPIs regarding 1:1 engagement.
• Work closely with country education teams for training. 
• Measure the consumer experience quality at division level.

Profile Requirements

• Significant experience with customer service/CRM technology.
• Passion about consumer experience.
• Deep & nuanced understanding of consumer communications and consumer affairs.
• Experience with utilizing technology to improve business processes.
• Ability to build collaborative relationships internally.
• Service-centric leader, champion of the voice of consumer.

go to method of application »

KEY JOB ACCOUNTABILITIES:

• Ensure sales forecasts accuracy and the building of turnover through the piloting of the sales forecast process.
• Ensure the smooth execution of the planning process to guarantee the availability of the product while optimising customer service and cost and while improving the quality of stocks.

SUPPLY:

• Ensure the smooth execution of the planning process to guarantee the availability of the product while optimising customer service and cost and while improving the quality of stocks. 
• Manage E&O ensuring that the quality of the healthy stock is maintained by proposing action to clear Excess and Obsolete stocks.
• Builds the Supply Plan of the Division based on the validated sales forecasts, the co-packing plan and the stocks and supply/ procurement parameters. 
• Check the logistic feasibility through the analysis of the stock’s equation. And exchange with the MSL about the long-term issues (capacity, gap between capacity and demand).
• Determine the stock and supply parameters according to the objectives of service rate, costs, and global targeted stock. 
• Manage the replenishment process through the evaluation of the shortage risks and by communicating priorities to the MSL. 
• Manage stock levels in accordance with the objectives of the country and analyse obsoletes and excess stock. Implement action plans. 
• Decrease shortages by the analysis of the causes, the definition of the action plans and the challenges of suppliers about the MAD dates of products which are out of stock. 
• Follow the Key Performance Indicators (out of stock, service rate, stock) and communicate them internally and to the MSL. 
• Build the budgeted stock according to the stock and supply parameters. 
• Participate to the best practices improvement.
• For the field expert ("Local Business Owner"): Contribute to the improvement of the processes and information systems related to his/her activity and be the referent of his/her job in his/her country.
• Animate and train the Supply Chain community to the best practices and tools related to his/her area of expertise. 
• Maintain, Create, and monitor the accuracy Masterdata for the Division ensuing that codes are correctly maintained, to ensure that the Supply Chain processes are optimized.
• Works collaboratively with the Demand Planner for the Division 

DEMAND 

• Be responsible for the catalog management and contribute to its rationalization. 
• Manage the sales forecasts quality. 
• Manage the global monthly sales forecast process. 
• Build the baseline forecast. 
• Challenge and consolidate the promotions and launches sales forecasts projected by the Sales and Marketing teams. 
• Ensure the global sales forecast consistency, through the building of a consensus between the commercial forecasts, the financial trend, and the sales history. 
• Participate to the improvement of the sales forecast practices. 
• According to the organization: recruit, develop and manage his/her team taking care of the transfer of know-how and of the development of its expertise. 
• Implement organizational changes. 
• For the "professional field expert ("Local Business Owner") 
• Contribute to the improvement of the processes and information systems related to his/her activity and be the referent of his/her job in his/her country.
• Animate and train the Supply Chain community to the best practices and tools related to his/her area of expertise. 

 CONSUMER ORIENTED 

• Fosters a demand-driven Supply Chain with service as a priority 
• Brings added value to the customer and the consumer 

CONTROLS RISKS AND OPERATES RESPONSIBILY 

• Masters our Quality, EHS, Finance & Supply Chain standards 
• Integrates external regulations linked to his activity 

“MAKE IT HAPPEN” WITH OPERATIONAL EXCELLENCE AND AGILITY 

• Optimises information, physical & financial flows along the whole Supply Chain 
• Uses business data for continuous improvement 
• Improves flexibility, reactivity, and reliability 
• Masters’ costs along the Supply Chain 

NURTURES THE PIONEERING SPIRIT 

• Anticipates business activity and acts proactively 
• Deepens the position of the Supply Chain within the business 

PROFESSIONAL & TECHNICAL COMPETENCIES

• Is Consumer Centric in their approach 
• Fosters a demand-driven Supply Chain with service as a priority 
• Brings added value to the customer 
• Masters our Quality, EHS, Finance & Supply Chain standards 
• Integrates external regulations linked to his activity 
• “Make it happen” with operational excellence and agility 
• Optimises information, physical & financial flows along the whole Supply Chain 
• Uses business data for continuous improvement 
• Improves flexibility, reactivity, and reliability 
• Masters’ costs along the Supply Chain 
• Anticipates business activity and acts proactively 
• Deepens the position of the Supply Chain within the business 
• Is highly collaborative and fosters a culture of collaboration within the overall division.

EDUCATION & EXPERIENCE REQUIRED 

• Bachelor’s Degree in related field 
• SAP/ERP knowledge & experience 
• Supply Planning systems knowledge 
• 3 to 5 years planning experience 
• APICS or other forecasting certification preferred 

go to method of application »

KEY JOB ACCOUNTABILITIES: 

Lead the Supply Chain and coordinate factories and subsidaries, while providing the best level of service and optimizing stocks, to contribute to factories and his/her Division economical performance. 

Manage the Sales and Operation Planning process (S&OP) to ensure the availability of products to clients. Provide the right level of service and stock optimization to contribute to the Supply Chain performance. 

•  Define Supply Chain strategy and objectives with the DO of his/her Division. 
• Size and implement the necessary structures and resources (budget and operating costs). 
• Ensure the right functioning of the monthly/weekly S&OP process for each of his/her Category/Brand of his Division/Zone. 
• Ensure the right alignment of keys actors (marketing, zone, Market, Development, factories) for decisions relative to launches and catalogue management of his/her Division to be coherent and to answer to the expectations of its clients.
• Motivate and support factories and entities to improve Supply Chain performance. 
• Manage and master stocks parameters on the whole Supply Chain. 
• Establish and analyze the activity scorecard (Global vision of flows, key performance indicators,  manufacturing capacity to answer the needs, level of service) in order to inform his/her hierarchy. 
• Participate to budget process and to the 3 years vision of resources necessary in the plants.
• Be the referee between factories and subsidaries in case of major issues (manufacturing lack of capacity, launch issues etc.)
• Remained informed on market major changes in order to anticipate business risks and opportunities. 
• Recruit, develop and manage his/her team. 
• Ensure the transfer of know how and develop expertise within the team.
• Implement organizational changes. 
• Lead the supply & demand excellence program across the zone and affiliates.
• Lead the segmentation program across the zone and affiliates.
• Lead the service 3 year vision across the zone and it’s affiliates.
• Lead the E&O 3 year vision across the zone and’s it’s affiliates.

Sales and Operation Planning process (S&OP) to ensure the availability of products to clients.

• Analyze and consolidate demand and stocks parameters of subsidaries.
• Ensure the framing of demand (consistency, historical base). 
• Analyze monthly/weekly demand variations needs and define the priorities for the production plan with factories. 
• Ensure consistency of factories production plan according to Demand and make recommendations in case of inconsistency. 

Confirm MAD plan. 

• Challenge factories on their capacity to integrate market constraints (batch and run sizes, queueing line,  management of shortage). 
• Communicate updated information on supply chain stocks and service policy (possible slow movers, service) to subsidaries. 
• Manage catalogue and contribute to its rationalization. 
• Build the next year budget in units for his/her catalogue in cooperation with controlling. 
• Manage stocks parameters on the whole Supply Chain. 
• Be the referee on proposals to dispatch available quantities to subsidaries in case of shortages. 
• Follow up and analyze performance indicators.
• Make recommendations and coordinate launches with all keys actors and ensure their follow up (at initial stage, and after the launch).

Define Category/Brand strategy in terms of stock and service with the DO of the Division/Zone.

• Animate relations among key actors (Marketing, Zone, Market, development) in order to ensure the right sizing of strategic launches for his/her Category/Brand. 
• Animate factories and subsidaries to optimize supply parameters (stocks and service) for his/her Category/Brand. 
• Define and challenge the performance indicators (KPIs).
• Make recommendations for improvement. 
• Build the frame of activity (budget, 3 years plan) for his/her Category/Brand. 
• Support all strategic launches with the members of his team. 
• Refine best practices and ensure its follow up by all the Supply Chain actors. 
• Recruit, develop and manage his/her team.
• Ensure the transfer of know how and develop expertise within the team. Implement organizational changes