Business Process Lead - O2C

Chanel Inc.; City of Westminster; On-site; GBP 90,000 - 120,000; Full time

Job summary

Chanel Inc. is seeking a Business Process Lead for Order-to-Cash (O2C) to define, implement, and manage O2C processes across global operations, leveraging deep technical expertise in Microsoft D365 to optimize workflow efficiency, data integrity, and continuous improvement.

The ideal candidate will possess leadership capabilities to align O2C practices with business objectives, facilitate cross-functional collaboration amongst Regions and Divisions, and ensure successful execution of processes

Qualifications

• Bachelor’s degree in Finance, Business Administration, Supply Chain Management or related field.
• MBA or relevant certifications are welcomed.
• Minimum 3 years in O2C, Finance Operations or Global Solution deployment roles, preferably with an ERP.
• Strong knowledge of Microsoft Dynamics 365 and ERP best practices.

Responsibilities

• Lead D365 O2C design, configuration, and integration efforts across global regions.
• Own global O2C processes: customer setup, order management, invoicing, collections, and data integrity.
• Drive continuous improvement using D365 analytics to identify bottlenecks and optimize performance.
• Collaborate with Finance, Sales, Supply Chain and Tech across Corporate, Regions and Divisions to align strategies.
• Assist in creating and maintaining SOPs and process documentation, including market localizations.
• Balance standardization with regional customization within the Fix, Flex, Free framework.
• Develop and report global O2C KPIs and present insights to senior management.

Skills

Leadership

Stakeholder management

D365

Process improvement

Data analytics

Education

Bachelor's degree in Finance, Business Administration, Supply Chain Management

MBA or relevant certifications

Tools

Microsoft Dynamics 365

Job description

At Chanel, our values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. As part of the Future of Finance initiative, Chanel is deploying several transformation programs.

The implementation of Microsoft Dynamics 365 across all our regions will harmonize multiple regional ERPs, while respecting our Divisional operating models and métier specificities, to create a standardized, single global core ERP model.

The Business Process Lead for Order-to-Cash (O2C) is a key contributor for defining, implementing, and managing O2C processes across global operations, leveraging deep technical expertise in Microsoft D365 to optimize workflow efficiency, enhance data integrity, and drive continuous improvement. This role requires leadership capabilities to align O2C practices with business objectives, facilitate cross-functional collaboration amongst the Regions and Divisions, and ensure the successful execution of processes in line with company vision. The ideal candidate will possess a blend of technical and functional knowledge, process improvement skills, and a focus on delivering an exceptional client experience.

Key Responsibilities

D365 Technical Leadership

Leverage advanced knowledge of Microsoft Dynamics 365, particularly in Finance and Operations module, to design and optimize O2C workflows, configurations, and integrations that enhance process efficiency. Serve as the primary technical resource on D365 for O2C team, supporting troubleshooting efforts and ensuring data accuracy across the O2C cycle. Collaborate with Global Tech team and external partners to manage D365 system updates, releases, and integrations, ensuring alignment with evolving business requirements and process improvements.

O2C Process Scope

The role holds direct global ownership of, and accountability for, customer setup, order management across ECOM, Wholesale and Retail, billing, credit management and collections. Within this direct scope, define and maintain the global process design, standards, controls, roles, data requirements, and performance expectations for customer creation and maintenance, order capture and fulfilment, and retail-related O2C activities. Lead decisions and improvements for these directly owned process areas, partnering with Regional, Divisional, Sales, Retail, Finance, Supply Chain, and Global Tech stakeholders to address local requirements and align solutions with the global core model. Manage the interfaces and hand-offs from the directly owned areas into downstream invoicing, payment, and settlement processes, ensuring data quality, operational efficiency, and consistent customer experience.

Continuous Improvement and Change Management

Drive continuous improvement initiatives within the O2C function, utilizing D365’s reporting and analytics capabilities to identify process bottlenecks, inefficiencies, and opportunities for enhancement. Implement change management strategies to ensure successful adoption of new processes and systems across global teams, fostering a culture of innovation and accountability. Facilitate workshops and training sessions to promote best practices in O2C processes and D365 functionalities, ensuring teams are equipped to leverage the system effectively.

Cross-Functional Collaboration

Act as a key liaison between Finance, Sales, Supply Chain and Tech spanning across Corporate, Regions and Divisions to facilitate the seamless flow of information and support end-to-end O2C processes. Address escalations and complex issues related to O2C processes and D365, collaborating with relevant stakeholders to implement effective solutions. Work with global leadership to align O2C strategies with overall business objectives.

Global O2C Process Management

Assist in writing, reviewing, and signing off process documentation and SOPs, including market localizations. Work with the Change and Communications Lead to ensure training materials are kept up to date as changes are implemented. Support Regional deployment by contributing to workshops to identify local specificities and identify priorities based on business criticality. Contribute to building an Order to Cash process community made up of regional/market SMEs to ensure alignment across regions and share common issues and best practices.

Guardian of Fix, Flex, Free

Act as the guardian of the Fix, Flex, Free framework within the O2C process, ensuring that solutions are not only scalable and adaptable but also maintain a strong foundation of standardization where necessary. “Fix” processes to ensure compliance and efficiency; “Flex” to adapt and respond to regional business needs; and “Free” to enable innovation and creativity within the teams while maintaining operational integrity. Foster a culture of agility and responsiveness by empowering regional teams to identify opportunities for customization and innovation within the established frameworks, ensuring that these enhancements align with global objectives.

Performance Monitoring and Reporting

Develop and track global O2C KPIs and metrics to monitor performance, identify trends, and drive data-driven decision-making. Prepare and present performance reports to senior management, highlighting key insights and recommendations for process improvements. Utilize D365 analytics tools to generate actionable insights that inform strategic planning and operational enhancements.

Qualifications

Education: Bachelor’s degree in Finance, Business Administration, Supply Chain Management, or a related field; MBA or relevant certifications (e.g., Six Sigma, APICS, PMP) are celebrated.

Experience: Minimum of 3 years in O2C, Finance Operations or Global Solution deployment roles, preferably with an ERP.

Technical Skills: Expertise in Microsoft Dynamics 365 (D365). Strong analytical skills, with the ability to leverage D365 data analytics to drive process improvements. Familiarity with ERP systems and best practices for managing the O2C cycle.

Soft Skills: Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels. Strong leadership and team management skills, with a track record of developing and mentoring high-performing teams. Strategic thinker with a proactive, results-oriented approach to problem-solving and process optimization.

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide. As an independent company, its core values are grounded in: Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world. As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation. Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people. Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.