Director – OneSalesforce Application & OneCustomer Care Job Listing at SalonCentric in St. Petersburg, FL (Job ID 196765)

Description

JOB TITLE:            Director – OneSalesforce Application & OneCustomer Care   
 REPORTS TO:       Vice President – Business Systems Transformation
 DEPARTMENT:    Business Systems Transformation
 LOCATION:          St. Petersburg, FL – SalonCentric National Operating Center (NOC)

SalonCentric, a subsidiary of L'Oreal USA, is the premiere distributor in the United States of salon professional products.  Through its hundreds of stores, national field sales force and sub-distribution network, SalonCentric promotes the finest professional beauty brands and educates stylists on the latest products and trends.

What You Will Do: 

This role is pivotal in driving the strategic transformation of L'Oréal/SalonCentric's IT ecosystem, enabling innovative capabilities while ensuring seamless business continuity. As the key architect and leader of the OneSalesforce Application/One Customer Care channel implementation, you will spearhead the strategic vision of program development and lead cross functional execution of this business-critical evolution. Success requires forging strong partnerships and collaborative alliances with business and IT stakeholders across L'Oréal Global/USA/Canada and effectively mobilizing teams to achieve core business objectives. Performance will be evaluated against critical KPIs focused on modernizing the customer experience, accelerating growth, unlocking transformative capabilities, and optimizing costs in alignment with the business plan. This position reports directly to the VP of Business Systems Transformation and holds key leadership roles within both the SC Customer Experience team and Burger PMO team. This position will also lead OneCommercial testing team analyst(s).  

Key Responsibilities: 

Leadership & Stakeholder Management:

• Spearhead strategic alignment of the OneSalesforce Application Burger program with L'Oréal USA/Canada/SalonCentric's overarching business strategy, encompassing key transformation initiatives such as SC Integrated Supply Chain, North America Fulfillment Supply Chain, OmniChannel Supply Chain and NEO. This includes active and influential leadership within the L'Oréal USA/SalonCentric Burger Steering Committee, driving crucial conversations and ensuring transparent communication on project advancements, risks, and strategic decisions.
• Orchestrate cross-functional collaboration among senior business leaders and stakeholders across Commercial Channels, Credit, Digital, Finance, Operations, and LUSA IT, proactively navigating conflicting priorities and fostering consensus to achieve shared objectives.
• Proactively identify and mitigate potential implementation roadblocks, presenting actionable solutions to executive leadership and securing necessary decisions and direction for critical program elements.
• Champion end-to-end customer experience excellence by developing, guiding, and mentoring the team responsible for OneCommercial User Stories.

Strategy & Implementation:

• Architect and implement the strategic roadmap for OneSalesforce Application/One Customer Care, ensuring alignment with current and future business needs while accounting for evolving industry best practices. This involves defining critical processes and collaborating with business stakeholders to translate complex requirements into actionable functional and technical specifications within the Burger program framework.
• Foresee emerging business and technological needs, including seamless integration with existing systems such as SAP, Order Management System, Warehouse Management System-ODES, 3rd Party Fulfillment platforms, and GK Point of Sale systems, ensuring long-term scalability and adaptability.
• Partner with key business process owners in Customer Service, Credit, Internal Control, and Omni Operations to design and implement optimized processes that elevate customer experiences and adhere to internal control compliance standards.
• Collaborate closely with IT to define precise functional requirements and acceptance criteria, driving effective development and implementation of technical solutions.

Change Management Excellence:

• Oversee the program plan, meticulously monitoring progress against key performance indicators (KPIs), managing CapEx and OpEx budgets, and ensuring alignment with business case assumptions.
• Lead transformative change management initiatives, fostering organizational adoption through clear communication and strategic engagement, ultimately ensuring seamless transition and realization of defined success metrics during Business Transformation and NEO remediation.
• Establish a robust framework for the successful launch and ongoing management of OneSalesforce Application/One Customer Care business requirements, anticipating future business needs and integration with additional applications.

Technical Expertise & Testing:

• Direct the development and execution of comprehensive test strategies, encompassing functionality, performance, and integration requirements, to ensure successful implementation within the broader business systems transformation and NEO remediation efforts.
• Maintain meticulous documentation of configurations, customizations, and business processes, promoting transparency and enabling efficient knowledge transfer.
• Foster close collaboration with IT and technical teams to guarantee seamless system integration, optimal data flow, and the overall technical integrity of the implemented solutions.

What We Are Looking For: 

Key Qualifications + Skills:

• Bachelor's degree, preferably in Business, Information Systems, or equivalent with a minimum of 7+ years 
• Prior program/project management experience preferred
• Demonstrated project management abilities and experience with the implementation of software solutions, including Agile Methodology and Scrum.
• Worked with multiple, cross-functional business area managers and stakeholders and influenced resolution of conflicting objectives
• Has extensive experience key leadership roles in successfully delivering business process and system solutions and leading change management
• Proven ability to mentor people
• Proven record of accomplishment in meeting deadlines
• Must possess strong analytical and problem-solving skills to devise solutions to complex problems
• Excellent communication skills; Able to effectively present complex solutions to technical and non-technical staff at all levels of the organization, across multiple cultures/geographies
• Collaborative and effective at building consensus across the organization
• Highly organized

SalonCentric is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, veteran status, sexual orientation, or any other status protected under local, state, or federal laws.