l'Oréal Luxe Omni Services & Education Director Retail (37.5 Hours)

L'OREAL GROUP; London; On-site; GBP 150,000 - 200,000; Full time

Job description

OMNI SERVICES & EDUCATION DIRECTOR RETAIL

Reporting to the Luxe Retail & Omni Education Director

I am the Omni Services & Education Director. I am responsible for building the Luxe Services & Education strategy to deliver world-class BA and consumer experiences. My strategy ensures we attract, develop, and retain the best Beauty Advisors in the market, enriching and accelerating the capabilities required to engage and convert omni-consumers. I foster collaborative working across the Retail, Education, and Brand teams, which drives the growth of our total portfolio. I am a key contact between Zone and DMI for the metier and education transformation projects.

Key Responsibilities:

EDUCATION & SERVICES

1. Define and cascade a localised Luxe Omni Services & Education strategy that scales up capability across Branded and Multi-branded learning, O+O Consumer Experience & BA Experience remits.
2. Lead and accelerate transversal Services & Education projects for the division, e.g., Omni BA, Beauty tech adoption & integration, Consumer data capture.
3. Lead the strategy on the category services and events (Artistry, Skincare, Fragrances, Niche and collection).
4. Act as key contact/relay to the Zone/DMI, adapting and filtering the global suite of assets/frameworks to ensure a high degree of local relevance.
5. Drive a feedback culture of UK best practices, needs and opportunities to the global retail community.
6. Deliver the Luxe Education Calendar cross brands/functions.

BA & CONSUMER EXPERIENCE PERFORMANCE

1. Lead the transformation of our consumer experience, innovate and implement the future omni touchpoints of the transversal consumer journey (example: CRM, Clienteling, Tech, Services, Digital).
2. Lead the transformation of our BA Experience, taking a 360 approach to both our own BA's as well as Retailers.
3. Monitor, analyse and drive retail and education KPIs.
4. Identify areas of opportunity to improve performance and CX through education.
5. Accelerate the Omni Services agenda, e.g. Beauty Tech adoption, Consumer data capture.
6. Foster a High-performance culture of customer centricity & commercial performance/return of investment of education & project impacts.
7. Collaborate and foster seamless communication across Retail & Education, as well as cross brands/functions.
8. Keep up to date, report and cascade new trends and competitor benchmarking.

PEOPLE MANAGEMENT

1. Recruit, Develop & Manage direct reports.
2. Drive a culture of coaching & development, building a team of talents for Retail & Education and beyond.
3. Drive a spirit of entrepreneurialism and innovation: enabling world-class initiatives to be born from UKI.
4. Elevate the BA experience/journey & embed / launch key initiatives from global, as well as local initiatives, across our own Luxe BA community as well as Retailer BA's.
5. Ensure BA adoption and usage of One Retail.
6. Champion cross-function collaboration and ways of working.
7. Deliver change management programs that drive behavioural changes in our organisation.

I AM:

1. Head office
2. Level 7

MY CORE KPIS ARE:

1. BA Productivity
2. NPS & CXE
3. Pulse
4. Transversal metier KPIs e.g. #trainings, one retail usage, Beauty tech usage/conversion
5. BA Turnover

MY DELIVERABLES/OUTCOMES ARE:

1. Elevated BA Experience
2. Highly engaged BA workforce
3. World-class customer experience
4. O+O Consumer Experience strategy
5. Brand & Category Experience strategy

I HAVE IN-DEPTH KNOWLEDGE OF:

1. Education and training experience/technique
2. Retail landscape and business levers
3. Stakeholder management
4. Project and change management

MY KEY STAKEHOLDERS ARE:

1. Retail & Omni Education Director
2. Luxe CMO
3. Brand GMs
4. Zone/DMI
5. HR Retail

MY KEY SKILLS ARE:

1. Retail & Commercial Acumen
2. People & Stakeholder Management
3. Education, Training & Facilitation
4. Coaching
5. Strategy building & Analytical Skills
6. Change Management