Regional IT CRM Program Manager

2 weeks ago

Shanghai, Shanghai, China L'Oréal Full time

Context:

L'Oreal has embraced a significant digital transformation journey, implementing cutting-edge solutions for eCommerce, CRM, Innovation, Content Management, and more. Various initiatives have been initiated across different aspects of the business, touching every cornerstone of the organization.

Our Digital IT team, consisting of a group of dedicated individuals, oversees operations in North Asia, South Asia Pacific, the Middle East, and North Africa. We are deeply entrenched in markets leading the way in the digital evolution.

Our IT CRM team plays a crucial role in offering advanced solutions to our business partners, positioning us strongly to deliver top-notch consumer service. We are currently focused on strategizing and executing a significant CRM transformation that will play a pivotal role in shaping L'Oreal's digital landscape in the years to come.

The Role:

This specific position entails overall responsibility for the delivery of CRM projects and programs in North Asia. As a key player in a major CRM transformation program, this role will have a substantial impact across Taiwan, Japan, Korea, and Hong Kong. The North Asia program holds a distinguished position within L'Oreal globally, being recognized as one of the organization's top priorities.

This is an exceptional opportunity to oversee, manage, and implement a transformative CRM project encompassing a new Customer Data Platform, Customer Data Store, Loyalty, Tag Management, and Voucher Center. Our goal is to offer a seamless, omnichannel, data-driven, first-class consumer experience.

The role involves leading a team of external project managers to drive program execution across various markets. The position will entail engaging with high-level stakeholders, including CEOs in the market. Strong communication, collaboration, and program management skills are imperative.

It's a role that can significantly influence and shape future career growth within L'Oreal due to the exposure and importance of the program. The ideal candidate should possess strong program management and problem-solving skills, coupled with an entrepreneurial mindset. Effective and clear communication is essential, given the remote nature of the role and the necessity to interact with individuals across different countries.

This role is well-suited for someone with a blend of technical and business backgrounds, or a technical professional with a keen understanding of business operations. Key responsibilities include making decisions on the product roadmap to enhance consumer experiences with our brands.

The individual in this role will be accountable for budget management, roadmap planning, and project coordination with vendors to ensure timely and quality delivery. Collaboration with business partners to define priorities is crucial. Initially, the business partner for this position will be the North Asia business teams, with possibilities to expand in the future.

Proficiency in Consumer Data Platform technologies, such as Tealium, and familiarity with other CRM technologies for marketing automation and survey management are highly desirable. Initially, this role will oversee projects related to Consumer Data Platform, Marketing Automation, and Survey Management Solutions.

The position is open to candidates based in Singapore or Shanghai, reporting to the Zone Digital IT CRM Senior Manager.

Key Job Accountabilities:

The successful candidate will leverage their expertise in E-commerce, CRM, and digital brand presence to:

  • Own the delivery of the CRM N. Asia Program.
  • Manage budget, scope, and timeline discussions with vendors to ensure projects are delivered on time, within budget, and aligned with business requirements.
  • Collaborate closely with regional and country digital business representatives to enhance process efficiency and effectiveness.
  • Ensure operational compliance for internal systems and maintain service quality as per agreed SLAs.
  • Lead project management of digital projects to meet business team satisfaction levels.
  • Sustain relationships with CRM technology vendors and IT team counterparts.
  • Measure key product metrics against goals to gauge release success and plan iterations accordingly.
  • Stay updated on CRM Technologies trends and contribute new solutions to L'Oreal.
  • Engage across different IT domains to ensure successful delivery as a cohesive team.
  • Exhibit humility.

Profile & Position Requirements:

Required Credentials:

  • Bachelor's degree with several years of working experience, including exposure to the Retail or Cosmetics industry.
  • Solid experience in managing digital products like E-commerce, CRM, and marketing websites.
  • Ability to navigate complex, multi-country environments successfully.
  • Proficiency in Consumer Data Platform technologies such as Tealium, Segment, and Treasure Data.
  • Clear understanding of Business Processes and their alignment with Digital solutions.
  • Prior experience in CRM is essential.
  • Diligent and detail-oriented individuals with a knack for understanding customer needs and business priorities.
  • Strong problem-solving skills with a process-oriented mindset.
  • Capability in Project Management is a must.
  • Proficient in documentation to create business and functional requirements.
  • Effective communication and facilitation skills in English and experience collaborating with diverse stakeholders.
  • Positive work attitude and a sense of ownership over tasks.
  • Experience in Agile project management is advantageous.
  • Additional experience with Salesforce Marketing Cloud, digital development, or eCommerce is a plus.
  • Passion for digital technology is an added benefit.

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