Supply Chain Regional Customer Care Manager

Company: L'Oréal India

Location: Mumbai, India

Employment Type: Full-Time

About the Role

L'Oréal is looking for an experienced Supply Chain Regional Customer Care Manager to strengthen customer service excellence across the General Trade, CSD, and Institutional channels. This role serves as the primary link between customers and the supply chain, ensuring optimal product availability, seamless order execution, and continuous process improvement.

The successful candidate will drive customer satisfaction through data-driven decision-making, cross-functional collaboration, and supply chain transformation initiatives while enhancing operational efficiency across the Order-to-Cash (O2C) process.

Key Responsibilities

Customer Relationship Management

• Serve as the primary supply chain contact for assigned customer accounts across General Trade, CSD, and Institutional channels.
• Build strong relationships with customers to improve service levels and ensure high customer satisfaction.
• Collaborate with commercial teams to maximize product availability and improve customer experience.
• Support successful execution of new product launches, promotional activities, and product portfolio management.

Supply Chain Operations

• Monitor and optimize end-to-end Order-to-Cash (O2C) processes to improve operational efficiency.
• Analyze supply chain performance metrics and identify opportunities to enhance service levels.
• Ensure timely order fulfillment while maintaining product availability across assigned channels.
• Coordinate with Planning, Logistics, Sales, Finance, and other cross-functional teams to resolve operational issues.

Process Improvement & Transformation

• Lead supply chain transformation and process improvement initiatives.
• Identify opportunities for automation, process simplification, cost optimization, and waste reduction.
• Drive continuous improvement projects to enhance operational performance and customer service.

Data Analysis & Reporting

• Analyze supply chain data and prepare reports to support business decisions.
• Develop insights and recommend actions to improve operational performance and customer satisfaction.
• Track key performance indicators (KPIs) and present performance updates to stakeholders.

Required Qualifications

• MBA from a premier institute (Mandatory).
• Bachelor's degree in Supply Chain Management, Business Administration, Engineering, Operations, or a related discipline.
• Fluency in English (written and verbal).

Experience

• Significant experience in Supply Chain Management, Customer Care, Customer Service, or Supply Chain Operations.
• Strong understanding of end-to-end Supply Chain processes, including Order-to-Cash (O2C).
• Experience managing customer-facing supply chain operations within a fast-paced business environment.
• Proven track record of leading process improvement or transformation initiatives.

Desired Skills

• Customer relationship and stakeholder management.
• Supply chain planning and customer service operations.
• Strong analytical and data interpretation skills.
• Project management and process automation.
• Cross-functional collaboration and influencing skills.
• Continuous improvement and operational excellence.
• Excellent communication and presentation skills.
• Problem-solving and decision-making capabilities.

Why Join L'Oréal?

• Be part of one of the world's leading beauty and consumer products companies.
• Take ownership of high-impact projects from day one.
• Work in an innovative, collaborative, and inclusive environment.
• Lead transformation initiatives that improve customer experience and supply chain performance.
• Access excellent opportunities for learning, career development, and global exposure.

About L'Oréal

For more than 115 years, L'Oréal has been a global leader in the beauty industry, offering a diverse portfolio of internationally recognized brands. The company is committed to innovation, sustainability, and creating meaningful experiences for consumers while fostering an inclusive workplace where employees can thrive and grow.