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Omni Retail & Education Manager

Titolo della posizione: Retail

Tipologia di contratto: Tempo Indeterminato

Orario di lavoro: Full - Time

Sede: Petaling Jaya

Paese: Malaysia

Who is L’Oréal? 

L'Oréal is the world's largest and most profitable beauty company. Present in over 150 countries, L’Oréal has catered to all forms of beauty in the world for over 100 years and has built an unrivalled portfolio of more than  36 international, diverse and complementary brands including L'Oréal Paris, Garnier, Maybelline New York, Nyx Professional Makeup, IT Cosmetics, Lancôme, Kiehl's, Urban Decay, Shu Uemura, Giorgio Armani, Yves Saint Laurent Beauté, Ralph Lauren, Diesel, Biotherm, Clarisonic, Kérastase, L'Oréal Professionnel, Matrix, Vichy, and La Roche-Posay.

For more than a century, L’Oréal has devoted itself solely to one business: beauty. The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. We want to bring beauty to all people. Our ambition for the coming years is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires.

Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial Spirit, Open-mindedness, Quest for Excellence and Responsibility.


The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers.

When beauty and tech collide, the impossible can happen!

In our journey, we are looking for talented individuals who can lead us on this mission.

Would you like to be a part of the adventure?


Why join us?

Being the world's #1 beauty company, L'Oréal empowers its people who are ready to take bets, think out of the box, defend their convictions, be resilient and leave their own mark. They are offered numerous opportunities, fast track careers and early responsibilities. L'Oréal has ambitious goals and is striving for excellence. This permanent learning experience helps you stretch your potential.

We define success as making a positive, conscious impact. At L’Oréal, you will be encouraged to think and act beyond your job. We push boundaries and move fast globally to stay ahead of the game. Your job will be your own innovation playground. We encourage different points of view. What sets you apart is what makes you great. You will always have the space to question, express, agree and disagree. We unleash everyone's potential. Here, learning opportunities are endless. You will build your own unique path. We believe in the impact of great mentors. You will be inspired by people you won't ever want to forget


Omni Retail & Education Manager

L'Oréal Luxe MY is on a journey to become the leading omni-channel beauty group. We started our journey focusing on bringing together and integrating our businesses and teams in retail & digital. The We continued the journey becoming intentionally omnichannel and elevating key decisions across the business – on spending, priorities and projects – to be driven by principles and metrics that are strategically channel aligned. In the present state, we aspire to build on the existing momentum to double down on what’s working and experimenting with newer areas to constantly find our true north in omnichannel.

This role will demonstrate success in developing and executing transformative retail strategy. From Beauty Advisor transformation to Omni-Beauty Advisors, transforming our point of sales to a point of experience by building strong services and Beauty advisor community engagement, this role works closely with key internal partners across the LUXE division to execute on the vision to improve customer experience, empowering Omni-Beauty Advisors with data, education and digital retail tools to better serve our customers. This role will be responsible to drive the brand(s)’ omnichannel mindset, defining, spreading and measuring the use of core-omnichannel metrics, including but not limited to omnichannel customers, omni-channel distribution. attribution of pre-store digital touchpoints (e.g. BACC, O2O Biz WA) and attribution of store-aided digital transactions (e.g. iBeauty, Beauty Tech, etc.).


The role is responsible for leading the Omni-Beauty Advisor team towards extraordinary results; accelerate the business through retail sales and education activation.

Key Job Responsibilities: 

    Build and implement sales strategy with supplemental education plan to drive sales growth for the assigned brand(s).  

    Drive the implementation and execution of end-to-end customer experience, from big leaps changes to daily operations.

    Drive business innovation and business development across all distribution channels and touchpoints. 

    Implement commercial strategy and align commercial priorities within the assigned brand(s).

    Monitor customer experience and ensure high level of service excellence across all brands through measurable tools.


Drive Sustainable Financial Results

    Develop business, adapting policies and way of working to improve turnover , profitability, client experience as well as financial optimization

    Advises LLD SG Lead & Brand Manager on distribution strategy and maintain strategic retailer relationship

    Works closely with Marketing, Trade Marketing, PR, digital, to define the best 360º strategy each channel

    Negotiates in collaboration with KAM with retailer to maximize business opportunities 

    Ensure an efficient retail organization model - Manage and Monitor BA Productivity


A Great Place to Work

    Being a strong, value-driven leader that inspires, develops and challenges the team to achieve excellent results.

    Oversee retail BA population on recruiting, on-boarding and retention plans. 

    Coach, motivate and develop counter/store managers. Take corrective measures to strengthen their performances. 

    Supervise and support BA training and development.

    Oversees retail population maximizing empowerment and enablement 

    Define and implement omnichannel compensation and rewards schemes in line with brand(s)’ strategy.


KPIs include: 

    Sell-in & Sell-Out Achievement, Market Share Gain, Brand Ranking

    BA attrition rate

    Productivity – Store and BA

    Profitability – Channel / Store

    Brand omni-channel KPI’s

    BA Pulse Results – Engagement & Enablement

    Service Excellence KPIs – NPS, CXE 


You have....

    Minimally 4 to 5 years working experience in brand/retail management or at least 1 to 2 years handling omni-channel/digital strategy & initiatives (brand side or agency side).

    Outgoing personality, with good networking and influencing skills

    Excellent communication skills, fluent in English language (both verbal and written)

    Eye for details with problem-solving and project management skills and mindsets

    Ability on multi-tasking and energy to deliver with tight timelines  

    Ability to communicate effectively with internal and external partners, and to anticipate the needs of both groups

    Strong business and retail acumen 


Why should you work for L’Oreal?

L’Oréal is richly endowed with a portfolio of international brands that is unique in the world and that covers all the lines of cosmetics and responds to the diverse needs of consumers the world over