EMEA Manager (M/F) – eCommerce Operations and Support

By L’Oréal
  • System / Networks / Telecommunications
  • Ile-de-france
  • To be negotiated


EMEA Manager (M/F) – eCommerce Operations and Support

EMEA Manager (M/F) – eCommerce Operations and Support (Digital IT)

Our team is composed of more than 3000 managers in the IS, Finance, and Legal domains. The group is active in 130 countries and generates a turnover of more than 25.5 billion Euros. Our portfolio of international brands includes : Lancôme, Garnier, L'Oréal Paris, Armani Parfums, YSL, Kerastase, Vichy, Gemey Maybelline NY, Shu Uemura, Cacharel, Diesel…

Permanent contract - The job will be based in Paris area in Clichy (92)


L'Oréal pursues the rollout of its own direct to consumer (D2C) ecommerce websites in Europe, for all its division and a large number of brands.

L'Oréal chooses Demandware as main eCommerce platform to enable a wide and quick rollout of eCommerce websites for its brands.

A dedicated team based in France and the US is in charge of the CORE master flagship program. This program provides “masters” for each brand and ensures the different upgrades.

The EMEA zone IT teams is responsible for the localization, the rollout, the support, maintenance and the monitoring of the masters, for all countries and brands.It will drive the unique, dedicated and selected Demandware integrator for the zone.

Some local and tactical projects will also be managed by the zone IT team.

Job Description/Purpose of Role:

The eCommerce Operations and Support manager will be responsible for eCommerce operations and support of multi- division brand eCommerce sites across L'Oreal EMEA.Responsibilities include providing day to day support of the Demandware eCommerce Platform and managing the vendor partners.

Position requires strong technical background and hands on experience on Demandware or similar eCommerce Platforms.

eCommerce Operations and Support manager domain main topics are :

·  Support to the internal users
·  Release management
·  Maintenance, bug fixing and small change request
·  Monitoring of the platforms an flows
·  Security Operations on Demandware

Key job accountabilities:

· Work with Support Vendor on Prioritizing support tickets and manage mini projects.

· Risk Management - Identify Implementation Risks – Identify risks as early as possible, communicate them to the involved parties and facilitate their mitigation.

· Communication Management – Ensure timely communication and alerts to the IT stakeholders and business working committee.Design relevant Dashboards with the integrator.

· Co – ordinate weekly or bi-weekly build and release process.

· Manage related vendors, also internal teams, on support and project delivery including requirement analysis, system design, coding, QA, deployment and maintenance according to corporate standard process, SLA, KPI and best practices

· Stay informed on new digital solution trends and contributes to IT digital strategy development.

· Share Best Practices, Process Framework to the Global Demandware Initiative.

· Participate to the Global Architecture Board on Demandware(GAB ) with the US and APAC Teams

· Managed rollout of new versions of Brand aster and reference applications (LORA), Drive QA and Non Regression Tests executed by the integrator.

· Definition and control of the integrators SLAs on Support and maintenance

· Helps defines and managed support & TMA budget

· Drive regular Security operation decided with the zone Information Systems Security Manager

· Define the right KPI & Dashboard to monitor the solution andplatform technical healthiness (MCO)

· Identify and implement dedicated tools to improve monitoring tasks

· Anticipate and adjust the right organization, internal or external , to address the domain

Experience and expected qualities:

· 3-5+ years of experience with managing operations and supporting eCommerce Domains

· Strong IT vendor management expertise is a must.

· Ability to interact effectively with internal business teams, at different levels of the organization.

· Strong organizational, time management, communication, process orientation and problem-solving skills with multiple clients/vendors/projects.

· Ability to successfully function in a fast-paced, deadline-driven environment is a must

· Experience in analysis and documentation of technical requirements for ecommerce projects and making sure it adheres to the L'Oreal Governance and Architecture Board Standards.

· Technology Assessment and Evaluation Skills.

· Strong Problem Solving Skills

· Experience in ecommerce/cosmetic/FMCG/retail industry is preferred

· Effective Communication.

· Business analysis skills.

· People management experience a plus

· Fluent English

Technical skills:

·  Demandware or any other eCommerce platform.
·  Ticketing tools, JIRA, Mantis
·  Monitoring Tools (Selenium, Iplabel, Keynote,…)
·  Systems integration ETL, WebService {REST, SOAP), Batch, EDI, SFTP.
·  SAP implementation and/or support experience is a plus.
·  HTML, CSS, JavaScript.
·  Analytics - Google Analytics Premium, Omniture, Coremetrics.
·  Exposure to mobile, Omni –channel technology tools and principles around responsive design, hybrid applications, mobile applications.
·  Cross-Browser testing / functionality
·  Microsoft Office applications -- Office Suite (Project, PowerPoint , Excel, Word), Visio and Project
·  Passionate about technical support.


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