Platform Operations Lead - CRM & eCommerce

欧莱雅; Hong Kong; In loco; HKD 1.000.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

L’Oréal North Asia & SAPMENA requires an O+O Digital Service Delivery Manager to oversee CRM systems and eCommerce platforms. The role ensures operational stability and cost-efficient support across CDS, CDP, SFMC, SFSC, SFCC, and related platforms.

Key responsibilities include leading end-to-end incident management, backlog reduction through SOP governance, and coordinating cross-functional teams to maintain data quality and service levels.

Competenze

• At least 5 years Digital IT operation experience in multicultural company, preferably with Salesforce, GCP, Tealium platforms.
• Growth mindset to adapt any organizational or job scope change.
• Excellent English Read/Write Skills.
• ITIL certification is preferred.
• PMP certification is preferred.

Mansioni

• Proactively drive project-to-operations transition following guidelines for smooth handover.
• Ensure incident resolution for business continuity with end-to-end SLA compliance by coordinating internal and external teams.
• Manage ticket backlog and enforce SOPs to reduce backlogs and improve response times.
• Communicate on critical P1 incidents with RCA follow-ups and closure.
• Reduce fake P1 incidents by governance and end-user training.
• Improve cross-domain support processes to deliver efficient business support.
• Establish and improve end-to-end data monitoring and recovery SOPs to ensure data quality.
• Standardize IT Service Delivery quality with vendors per L’Oréal SLA framework.

Conoscenze

Digital IT operations

Cross-cultural collaboration

English communication

Proactive problem-solving

Strumenti

Salesforce

GCP

Tealium

SFCC

Descrizione del lavoro

L’Oréal North Asia & SAPMENA requires an O+O Digital Service Delivery Manager to oversee CRM systems and eCommerce platforms. The role ensures operational stability and cost-efficient support across CDS, CDP, SFMC, SFSC, SFCC, and related platforms.

Key responsibilities include leading end-to-end incident management, backlog reduction through SOP governance, and coordinating cross-functional teams to maintain data quality and service levels.