Senior Manager, Order Management

About Estee Lauder Companies and OneSource

ELC (Estee Lauder Companies) is a global leader in prestige beauty that delights consumers with transformative products and experiences, inspiring them to express their individual beauty. They are the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in 150 countries. Infused throughout their organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.

From a strong position, The Estée Lauder Companies (ELC), the leader in prestige beauty products, embarked on the Advance program, chartered to fuel product innovation and enhance market agility.A key element of this strategy was designing a new way to support its suite of 30 brands globally.The company chose Kuala Lumpur as being best suited to establish its new Global Business Services (GBS) operation center in support of the regional.This new center will initially deliver Finance, Human Resources, and Supply Chain and Retail operation services to ELC employees, Customers and Vendors across several geographies and time zones.Through a new innovative service-minded approach, this center will redefine service standards regionally at ELC.This new GBS team will provide a one-stop-shop solution for the ELC businesses, supported by new customer engagement insights, new systems, and news reporting.In addition to delivering exceptional service to the ELC businesses each day, the GBS team will also be responsible for continuously streamlining work in pursuit of growing its service offering in support of achieving ELC's strategic and business objectives.

Senior Manager, OSKL Supply Chain

The Senior Manager of OSKL Supply Chain leads the day-to-day operations at OSKL, supervision, and management for OSKL support in Order Optimization (Customer Sales Order, Counter replenishment, employee Gratis, No charges and reporting), Collateral operations. The Senior Manager also has administrative responsibility to vendor master set up service and VAS (value added service) operations for global procurement and TR SC operation. The role will work in partnership with Business partners to identify and drive continuous improvement initiatives to boost performance and business results. This person will identify opportunities of improvement- oversee the implementation of best practices- and align the organization with operational best practices and KPI’s.

Key Scope and Responsibilities

· Own the operational linkage with organizational stakeholders and Operational team with respect to Order Management performance and improvement oversight. Monitor key performance indicators and proactively seek ways to improve operational excellence.

· Partner with affiliates supply chain leads to have a complete understanding of daily activities and ensure teams are delivering the services, meeting SLA’s and metrics targets.

· Responsible for overall team development and growth, identifying opportunities for skill-building and cross-functional staff across the services (including succession planning, movements between services, rotational programs, etc.).

· Responsible for planning with the different services operations scheduling and workload balancing.

· Guide a team of operational leads that have direct oversight of operational activities within all order management and collateral workstreams.

· Collaborate with the OS Supply Chain regional leads and Transformation team to define the global process design- service delivery model and process roadmap for the processes under management and influence decisions where required.

· Continually review performance metrics- identify issues- and ensure that processes meet/exceed customer quality requirements.

· Identify problems and challenges within our operational footprint and proactively work towards solutions and engineering new ways of working.

· Accountable for identifying and delivering continuous improvement opportunities that transform and streamline the end-to-end process and drive efficiencies and/or higher performance levels.

· Strong understanding and demonstration of APAC business and distinct uniqueness of each retail channel and countries needs are met with excellence.

· Foster a positive, inclusive and engaged culture.

· Maintain a strong relationship with direct reports and respective OSKL SC business owners.

· Manage all aspect of periodic internal audits.

· Manage the OSKL SC budget related to Supply Chain APAC Business Service Delivery teams following the OneSource KL/Finance guidelines.

· Responsible for OSKL supply chain delivery communication.

Order Management and FSS replenishment

Order Optimization

· Review and ensure customer orders comply to pricing terms and conditions and relevant discounts are applied with valid approval.

· Ensure all orders are processes on time and accurately.

· Review and manage return orders.

· Manage contractual requirement of customer orders such fulfillment criteria including freshness requirements.

· Track and mitigate risk on backlog orders.

· Work with internal business partners during periods of supply & inventory constraints and seasonal peak, provide input, and ensuring allocations are communicated and adhered to

· Work with Regional hub and affiliate Supply Chain/brands lead to prioritize customer requirement/orders and communicating accordingly to all stakeholders.

Free Standing Store replenishment

· Replenishment proposal: Run and manage the replenishment proposal for Free Standing or Estee Lauder-owned counters to ensure optimized inventory at store is always maintained.

· Ensure the proposal tool is always optimized, working with internal teams to continuously improve the tool.

New Product Launch /Holiday Sets

· Support new product launch and ensure committed customer allocation are adhered to report out variances and action on corrective plans.

Operation Reports & Tracking

· Provide daily, weekly reporting of metrics (including order fulfilment, actual sales versus targets) to stakeholders.

· Provide and inform out of stock information, working with internal partners to ensure the latest information is provided and communicated to customers .

· Track counter inventory and alert business to take necessary action to maintain optimum counter inventory levels.

· Analyse sales trend and update replenishment proposal matrix if needed.

Collateral Operations

· Manage and ensure APAC collateral operation is meeting its operation matrix including collateral PO fulfilment, timely review of continuous collateral re-order point.

· Provide collateral inventory analysis to ensure appropriate supply levels.

Projects

· Work with Regional Transformation leads to resource and on board any new affiliates or new services to OSKL.

· Responsible to lead all new system enhancements projects.

· Generate ideas to improve and leverage OSKL operations and opportunities; Recommend day to day enhancements.

Qualifications

§8+ Years of experience leading and working in a Shared Services Center

§5+ years leading a service delivery team across multiple markets and functions

§ Successfully supported the multiple concurrent projects in a complex global environment. This should be combined with an understanding of current project management methodologies

§ A data/E2E process lead approach with strong analytical skills

§ Highly proficient with MS Office Applications (Excel and PowerPoint), and can quickly learn how to use a wider range of bespoke and platforms and tools (e.g., JIRA, Adonis, Celonis, Tableau , Power BI , Python )

§ Strong Communicator (written and verbal), with active listening, facilitation, and interpersonal skills

§ Highly organized with strong attention to detail

§ Quick problem solving and critical thinking skills

§ Ability to operate in a matrix environment and collaborate with cross-functional teams across international time zones.

Win Factors

§ Good understanding of end-to-end processes across multiple functions

§ Ability to deal with ambiguity

§ Passionate about scouting, designing, and implementing new services or solutions that deliver an excellent customer experience

Job: Supply Chain - Corporate
Primary Location: Asia Pacific-MY-14-Wilayah Persekutuan
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 241635

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