We are looking for an Omni Services & Education Director. They will be responsible for building the Luxe Services & Education strategy to deliver world-class BA and consumer experiences. Their 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. They foster collaborative working across the Retail, Education, and Brand teams, which drives the growth of our total portfolio. They are 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/function.
8. Keep up to date, report and cascade new trends and competitor benchmarking.
PEOPLE MANAGEMENT
1. Drive a culture of coaching & development, building a team of talents for Retail & Education and beyond.
2. Drive a spirit of entrepreneurialism and innovation: enabling world-class initiatives to be born from UKI.
3. 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.
4. Ensure BA adoption and usage of One Retail.
5. Champion cross-function collaboration and ways of working.
6. Deliver change management programs that drive behavioural changes in our organisation.
THE DELIVERABLES/OUTCOMES ARE:
1. Elevated BA Experience.
2. Highly engaged BA workforce.
3. O+O Consumer Experience strategy.
4. Brand & Category Experience strategy.
THEY HAVE IN-DEPTH KNOWLEDGE OF:
1. Education and training experience/technique.
2. Retail landscape and business levers.
3. Project and change management.
THE KEY SKILLS ARE:
1. People & Stakeholder Management.
2. Coaching.
3. Strategy building & Analytical Skills.
WHAT WE OFFER
Our people are at the heart of everything we do and play a vital role in the success of our company. We are committed to offering you a package that is fair, competitive, and equitable to help support you to do what you love most, achieve your goals and become the best version of yourself.
Our range of optional benefits include money-saving offers and exclusive discounts, in addition to health & wellbeing support, development opportunities, flexibility, and leave entitlements. You will also have access to private medical and dental insurance, an enhanced pension, 25 days annual leave increasing after 3 years’ service, an online staff shop with up to 60% off products, access to incredible trainings and monthly talks, enhanced family leave provisions as well as up to 4 weeks paid fertility leave. We also have app partnerships with Thrive for mental health and Peppy Menopause support and an employee assistance service available to all employees for if and when you need it.
HOW WE RECRUIT
At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal.
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