[SAPMENA] Retail and Omni Service & Education Manager, Luxe

L'Oréal; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

L’Oréal Singapore is seeking a Brand Experience lead to drive offline and retail strategy, connecting it to the omni-channel ecosystem across SAPMENA. Focus on a service-first retail culture, boosting conversion and empowering beauty advisors.

You will roll out best practices across brands, track retail KPIs, and guide local markets through agile pivots. The role also emphasizes beauty tech and in-store experiences, with training programs to elevate service standards.

Job description

Hello, we're L'Oréal. We're not just building brands, we're shaping how the world experiences beauty (and it takes a lot of cool jobs to do it).Intrigued? Keep reading, this might be the opportunity you've been searching for.

A Day in the Life

You will strategize & drive an exceptional, brand-focused offline and retail experience while seamlessly connecting it to the broader omni-channel ecosystem across SAPMENA regions. Anchored primarily in physical retail, you will champion a service-first mindset to maximize conversion, empower beauty advisors, and leverage beauty tech. As a multi-brand catalyst, you will scale offline best practices across the portfolio, maintain a rigorous focus on retail KPIs, and pivot swiftly when targets require corrective action.

Brand-Focused Offline Experience & Omni Bridge

• Strategize & spearhead best-in-class brand experience with a primary focus on physical retail, ensuring strong continuity with the online customer journey.
• Act as a multi-brand champion: guide, adapt, and share successful offline retail and service best practices across other brands in the portfolio.
• Support local markets with field visits, providing actionable feedback to align physical execution with regional brand goals.

Service-First Culture & Conversion Driver

• Drive a proactive, service-led retail culture in-store, recognizing that high-value services directly fuel footfall conversion and customer loyalty.
• Strategize and guide the local markets the implementation of impactful in-store rituals, consultations, and experiential touchpoints that elevate the customer journey from discovery to purchase.
• Equip retail teams with the mindset and tools to turn every interaction into a personalized, conversion-driving service moment.

Retail KPI Tracking & Agile Pivoting

• Lead the regional monitoring and analysis of retail, service, and conversion KPIs (NPS, CXE, retail performance, top-door metrics, and BA productivity).
• Lead performance tracking, identify gaps, and guide local markets to rapidly pivot or deploy corrective action plans when KPIs are off track.
• Strategize consolidated retail analysis to steer local growth plans that maximize store-level performance.

Beauty Tech & In-Store Experiential Services

• Drive roll-out of beauty tech and innovative services tailored to market specificities, focusing primarily on enhancing the physical/offline store experience and service menu.
• Design engaging offline consumer journeys that naturally bridge high-touch physical services with digital convenience.

Capability Building, Training & Incentives

• Develop and coach local markets comprehensive training plans covering core categories (skincare, makeup, fragrance) with a heavy emphasis on service execution.
• Coach, motivate, and develop regional training and retail teams to elevate service standards and selling techniques on the shop floor.
• Be consulted for targeted incentive schemes and ambassador/ experts programs to support key brand launches, service adoption, and seasonal peaks.
• Lead strategic oversight of BA turnover and productivity, guiding targeted coaching to strengthen retail team performance.

What's In It For You

• A place for you to leave your comfort zone and grow beyond your potential (here, you'll be encouraged to try new things and take risks!)
• Real responsibility from day 1, there's no sitting on the sidelines at L'Oréal
• An environment where people of every ethnicity, social background, age, religion, gender and sexual orientation as well as people with disabilities are accepted, can speak up, will thrive and are celebrated!
• A place where you can contribute to something bigger! Many of our brands have societal/environmental causes to make a concrete difference

Who We Are

You will join a dynamic team committed to creating beauty journeys that resonate globally and locally. In retail, we foster direct relationships with our consumers every single day, testing new services and setting industry benchmarks.

We’re committed to guaranteeing inclusive recruitment processes and to advocating for hiring and promoting each candidate in an ethical and equitable way. The Group strictly prohibits discrimination against any applicant for employment because of the individual’s gender identity or expression, sexual orientation, visible and/or invisible disabilities, socio-economic and/or multicultural origins, health conditions, age, religion, or any other characteristics protected by law. Wondering how AI is integrated in our L'Oréal recruitment process? Find practical information and advice in our AI Charter.