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POSITION SUMMARY

Do you want to apply your skills to help drive powerful customer experiences and business value? Are you looking to put the customer at the center of the retail journey, and leverage data, technology and platforms to enable seamless cross-channel experiences? The Estee Lauder Companies Omnichannel team is looking for an exceptional UK Omnichannel Lead who will help shape, evolve and maximize Omnichannel and Virtual Selling experiences - from concepts to scalable solutions.

The Global Omnichannel (Digital Experience) team is responsible for:

• The successful execution of our consumer-facing digital experience that link our ecommerce sites to our free-standing stores (e.g. Online Appointment Booking, Loyalty Programs, Buy Online Pickup In Store, Same Day Delivery) and innovative functionalities (e.g. Smart Gifting, Virtual Consultations); implementing and managing complex Omnichannel initiatives that span brands, functions and geographies.
• Defining and communicating the organization's omnichannel strategy; cultivating an authoritative knowledge of omnichannel best practices and trends, disseminate this knowledge throughout the team and broader organization, and leverage this deep understanding to provide insights on how to evolve the organization’s omnichannel strategy.

The UK Omnichannel Lead will be an extension of the Global Omnichannel team and serve as the face of Omnichannel for senior leaders and Brands in the region. They will determine the Regional Omnichannel strategy and be responsible for the end-to-end execution of Omnichannel capabilities, managing multiple cross-functional stakeholder groups to successfully apply a globally-defined approach to the UK region and markets.

WHAT THIS ROLE DOES

• Align with UK brand and functional leadership to develop an Omnichannel roadmap for the affiliate and partner with leadership to prioritize these initiatives.
• Partner with Global Omnichannel team in developing omnichannel strategy, tailored to unique UK environment, consumer, technical limitations, and communicating progress updates for senior UK leadership
• Lead business case development and defining the end-to-end customer experience for regional launches
• Accountable for the end-to-end execution of a broad set of omnichannel initiatives, serving as the lynchpin across multiple cross-functional teams to ensure a successful launch. Responsibilities may include, but are not limited to, the following:
  • Partner closely with business, UX, product, and technology teams and business teams to achieve the desired outcome
  • Determine region or market-specific requirements that may differ from global solution
  • Work with and lead teams of cross-functional stakeholders across Brands, Ecommerce Production, UX Design, Finance, Legal, Creative to build and maintain capabilities
  • Create ROI / business model and manage and track budget and spend
  • Product and project management
  • Work with retail teams to conduct training for all Omni capabilities
  • Communicate status to critical NA partners and leadership
• Responsible for monitoring and constructing materials to communicate progress, learnings, roadblocks, and plans to stakeholders, regional leadership, the Omnichannel Team, and Omnichannel Leadership
• Drive activation of existing Omni capabilities in the region:
  • Create annual + monthly target for each feature ; validate them with the affiliates
  • Track monthly performance; share high level results and key insights (with actionable recommendations) with NA brands
  • Identify best-performing instances and best-practices across NA brands and share key best practices with other brands
  • Organize workshops with low performers to build an action plan; Follow closely that it is put in place
  • Identify opportunities to enhance the features / improve the performance; work with appropriate teams to make them come to life
  • Create documentation to help affiliates now how to improve the features performance (playbooks, checklists, etc) ; organize ad hoc training sessions
  • Review loyalty programs on regular basis to make sure they are still relevant ; deep dive into all results, organize workshops with affiliates + NA brand team, follow-up on revamp implementation
  
  

Qualifications

WHAT YOU WILL NEED TO BE SUCCESFUL IN THIS ROLE:

• MBA preferred; BA /BS in Business related field accepted
• 6+ years work experience in management consulting, ecommerce, or retail operations, with a focus on consumer experience, retail, online
• Experience launching end to end consumer (digital) experiences and comfort with consumer facing technology and an ability to articulate it’s impact to brands and relevant stakeholder
• Background in strategy and business case development; experience leading in strategic thinking established problem solving capabilities
• Strong project management skills and “owner” mentality; ability to marshal resources and key stakeholders and drive a project through to completion despite setbacks
• Excellent communicator with ability to build strong cross-functional relationships, to understand incentives, and to ensure alignment in a matrixed organization
• Comfort with consumer-facing technology and an ability to articulate its impact to brands and relevant stakeholders

Compensation and Benefits

• Hybrid Working (2 days WFH, 3 days office based)
• Generous Bonus Opportunity that usually performs ahead of target
• 25 Days Annual Leave (exc. Bank Holidays) that increases with length of service up to 29 days.
• 1 additional day of Annual Leave to celebrate your birthday
• Holiday Purchase scheme that enables you to get five additional days
• Summer Fridays for five months of the year
• Market leading Family Leave provisions
• Generous Staff Discount & Credit
• Benefits platform with exclusive discounts and offers
• Mental Health Wellbeing Provisions (Unmind App and Employee Assistant Programme)

Job: Online / E-Commerce
Primary Location: GB-ENG-London
Job Type: Standard
Schedule: Full-time
Shift: 1st (Day) Shift
Job Number: 232506

Estee Lauder Companies is an equal opportunities employer. We positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.