Sapmena] Customer Care

Who are we?
We wake up every morning because there is excitement in knowing that everyone we work with has a tremendous impact on a larger vision. We empower billions of people to be the canvas for self-expression inspiring confidence and self-belief every day. When they feel good, we feel good. It's contagious That’s why we surround ourselves with other 82 000 L'Oréal driven thinkers and doers to spark innovation and build a true leading brand powerhouse offering beauty for all across 36 international brands and 140 countries.
SAPMENA (South Asia Pacific, Middle East & North Africa) is home to 40% of the world's population & some of the fastest-growing economies. Headquartered in Singapore, we have over 6,800 diverse talents in 15 subsidiaries with 34 International Brands, 4 factories & 2 research centres. As the leading beauty tech company, we offer endless exciting career opportunities.
**Join us on our mission to**: Create the beauty that moves the world.
Watch our video [1] here to find out what it’s like working for L’Oréal
**What we are looking for**:
We are looking for a Customer Care and Distributor Manager within the SAPMENA Operations Zone team. This position is based in Singapore. This role plays a crucial role in ensuring the efficient and timely distribution of L'Oréal products to our valued distributors. This role will oversee distributor relationships, manage inventory flow, optimize logistics, control stock in trade effectively, assess and develop distributor capabilities, and collaborate with internal and external stakeholders to achieve seamless product delivery and exceptional customer service. This role requires close collaboration with the commercial team and a focus on continuous improvement through upskilling initiatives
**Key Responsibilities**:

- Distributor Capability Assessment & Development: Conduct regular assessments of distributor capabilities across key areas such as logistics, warehousing, inventory management, sales, and marketing and define plans to enhance distributor performance.
- Strategy Mapping with Commercial Team: Collaborate closely with the commercial team to align distribution strategies with sales and marketing objectives.
- Create Distributor Playbook : Together with Commercial, create a comprehensive guide that outlines the key strategies, processes, and best practices for distributors management.
- Distributor Collaboration : Build partnership framework which allows us to drive collaboration with our distributors through data exchanges, shared KPIs, flows and cost to serve optimization.
- Sell In management : Ensure smooth execution of the regular primary sales order cycle, from replenishment calculation to order-to-cash in full conformity with the Supply Chain Management Standards of the Group
- Stock in Trade Control: Implement and manage robust processes for monitoring and controlling stock in trade for total zone, including stock equation and regular stock audits.
- Tool development : Co-define, develop and implement Distribution management system (DMS) with Commercial and IT.
- Data acquisition : Co-define with Commercial & CDAO team the data acquisition strategy and implementation plan from Distributors.
- Performance Monitoring: Develop and track key performance indicators (KPIs) related to distributor performance, inventory levels, stock in trade control effectiveness, logistics costs, and customer satisfaction.
- Upskilling Initiatives: Identify opportunities for upskilling both internal teams and distributor personnel. Develop and implement training programs focused on improving supply chain processes, enhancing product knowledge, and strengthening customer service capabilities.
- Compliance & Audit: Ensure compliance with all relevant regulations and L'Oréal policies related to distribution, inventory management, and logistics.

**Key Requirements**:

- Minimum of 8-10 years of strong operational experience preferably in Distributor management.
- Proactive self starter and excellent stakeholder management.
- Strong operational excellence, agility, and customer orientation to foster a demand/ Consumer-driven supply chain with service as a priority
- Demand changes quickly/ agile and proactive what the customers want
- Ability to optimize information, physical & financial flows along the whole Supply Chain
- Strong data integrator with good analytical capabilities and expertise to leverage business data for continuous improvement
- Process improvement, process building, tools building/ enhancement, people upskilling/ governance
- Build new process, improve current process, find a tool, upskill and give them training, RACI is clearly define, organisation sizing on scope of work
- Strong leadership and influencing skills
- Excellent communication and presentation skills
- Ability to balance long term strategic customer service direction, with the day-to-day operational challenges and requirements
- Ability to work effectively in a fast-paced, dyna