APAC Digital IT Operation Manager

Context:

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