Digital Transformation is at
the heart of L'Oreal group strategy. A number of initiatives have already been
launched at the IT organisation level touching various business and
technological domains: eCommerce, eMarketing, CRM...Furthermore, the APAC regions
has countries that are at the forefront of the Digital revolutions: countries
like Japan, Korea and China are continuously stretching what's possible in this
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
APAC. This role requires close working relationships with business partners,
external strategic partners, hub IT teams, Group Digital IT Competence Center
and the APAC Digital IT Director.
The Digital IT operation manager needs to
build best of class support, change requests and enhancements process for the digital programs. Will need to manage the
support vendor, work with Zone IT teams and Global IT teams to ensure the right
practices are followed in line with the L'OReal APAC Digital Strategy.
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 role will also focus on
ensuring changes and enhancements can be delivered quickly and effectively
using a waterfall/agile project management methodology.
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 and inbound/outbound process and quality
- Improve SLA's for
incidents and issues.
- Improve user
satisfaction for the operation.
- Be the IT owner of the
Change Request and Enhancements process.
- 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.
- E.g. TW Mother's day, HK Sogo or Thankful
promotion week
- 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.
- Profile & Position Requirements:
- Strong communication
with different stakeholders.
- Experienced working in
multinational environments and flexible attitude.
- Excellent communication
skills.
- Innovative mindset to
create new ways of working
- Ability to provide
assessment on vendor performance.
- /Write Skills