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SAPMENA IT CRM Program Lead - Singapur, Singapore - L'Oréal
Description
Context:
L'Oreal has undergone an immense digitaltransformation, developing and rolling out best-in-class solutions for eCommerce, CRM, Innovation, Content Management, and more. Initiatives have been launched touching on various parts of the business and each cornerstone of the organisation.
Our Digital IT team is + FTE and manages a scope that includes North Asia, South Asia Pacific, the Middle East, and North Africa. We work with markets at the forefront of digital revolutions.
The IT CRM team helps provide advanced solutions for our business partners, which puts us in a strong position to provide best-in-class consumer service. We are also in the process of strategising and implementing significant CRM transformation, which will help shape L'Oreal's digital landscape in the future.
The role:
This specific role is to have overall ownership of the delivery of SAP MENA CRM projects and programs. We have a major CRM transformation program underway. This role will be overall across Taiwan, Japan, Korea, and Hong Kong. The program in North Asia is recognised at the global level in L'Oreal as one of the top two priorities in the organization.
This is a great opportunity to oversee, manage, and deliver a transformational CRM project that includes a new Customer Data Platform, Customer Data Store, Loyalty program, Tag Management, and Voucher Center. Our goal is to provide a seamless omnichannel, data-driven, best-in-class consumer experience.
This role will have a team of external projectmanagers to help execute the program across markets. The role itself will face very senior people in the market, up to the CEO level. Strong communication, collaboration, and program management skills are essential.
Due to the exposure and importance of the program, this role can help shape and define future career growth in L'Oreal.
This role requires someone with solid programmanagement and problem-solving skills with an entrepreneurial mindset. Much ofwhat we do is remote; therefore, good, clear, high-quality communication with people in different countries will be required. It is a role suited to someone with a mixture of technical and business backgrounds or a technical person who understands business, as the role will involve making decisions for the product roadmap that best suits our consumer experience with our brands.
The person in this position will be responsible for the budget, roadmap, and project management with our vendors to ensure they can deliver on time and of the best quality. At the same time, we are partnering with our business partner to define the business priorities. The business partner for this position will initially be with SAP MENA business teams but, in due course, venture elsewhere.
Ideally, this person should be an expert in Consumer Data Platform technologies such as Tealium and understand other CRM technologiesfor marketing automation and survey management.
This role will be responsible for ConsumerData Platforms, Marketing Automation, & Survey Management Solutions projects.
Key jobaccountabilities:
The successful individual will leverage theirproficiency in E-commerce, CRM and brand digital presence to...
The following is a list of responsibilities for the CRM SAPMENA Program:Take ownership of the program's delivery.
Take ownership of budget, scope, and timeline discussions with vendors and ensure projects are delivered on time, on budget, and based on an aligned scope with the business.
Work proactively and closely with regional and country digital business representatives to optimise service delivery processes and achieve efficiency and effectiveness.
Ensure internal systems are operationally compliant and responsible for the quality of service concerning the agreed SLA.
Manage and maintain the relationship with vendors for CRM Technologies and the IT team.
Project manage digital projects to ensure satisfaction with the services and products delivered to our business team.
Collect and measure key product metrics against goals to inform the success of each release and plan iterations accordingly.
Keep updated with the latest trends in CRM Technologies and help bring new solutions to L'Oreal.
Collaborate across other IT domains to deliver success as one IT team.
Stay humble.
Profile& Position Requirements:
Required credentials:
• A bachelor's degree and a minimum of - years of work experience, including - years in the Retail or Cosmetics industry, are preferred.
• At least five years of experience managing digital products like E-commerce, CRM, and marketing websites.
• Capability to navigate complex, multi-country matrix environments.
• Proficiency in Consumer Data Platform technologies like Tealium, Segment, Treasure Data, etc., is essential.
• Comprehensive understanding of Business Processes, their integration across business functions, and support through Digital solutions.
• Experience with CRM is essential.
• Detail-oriented and diligent individuals who can grasp customer needs and business priorities.
• A process-oriented problem-solver with strong analytical abilities.
• Project Management (PM) skills are necessary.
• Professional documentation skills for creating business requirements, functional requirements, and testing documents are necessary.
• Strong, proactive communication and facilitation skills in English, as well as experience collaborating with business users, vendors, and IT team members to design and implement system solutions, are desirable.
• A positive work attitude and a sense of ownership.
• Experience with Agile project management is beneficial.
• Knowledge of Salesforce Marketing Cloud is advantageous.
• Expertise in Digital and eCommerce-related development is beneficial.
• A passion for and understanding of digital technology is advantageous.
