Key job responsibilities

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

• 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.

• 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-driven supply chain with service as a priority

• 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

• 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, dynamic environment