Head of Program, Operations

Context:

In Asia Pacific, Chanel is a Retail company, structured in a regional organization and every local market: Hong Kong, Macao, China, Korea, Taiwan, Thailand, Vietnam, Malaysia, Singapore, Indonesia, Australia, New Zealand.

The Business of Chanel is organized in 3 divisions: Fragrance & Beauty Products (FBP), Fashion (FSH), Watch & Fine Jewelry (WFJ). The operations of all the divisions are supported by a Supply Chain department governed at the Region level and connected to every market through a Business Process Owner community.

The department of Technology & Digital Services supports all the Asia Pacific organizations. The Supply Chain domain is a regional function and belongs to Corporate Solutions APAC with other domains: Finance, Data, HR, RPA, Legal, CSR.

Chanel has engaged a Global program of ERP transformation by implementing D365 Finance & Supply Chain as a unified solution across the globe.

T&DS Asia Pacific is enabling End To End Supply Chain Tech capabilities in the team to connect and ensure consistency of services & solutions to all the Business Operations and Supply Chain stakeholders of the 13 Regional and Market APAC entities across the 3 main areas:

Supply Chain Planning & Forecasting.

Supply Chain Operations & After Sales.

Logistics & Distribution.

Job Mission:

The Head of Program Operations & Supply Chain is responsible for determining and delivering the Regional IT strategy, roadmap and solutions in the Operations & Supply Chain domain, in close partnership with key Supply Chain and Operations business stakeholders. She/He is in charge to oversee all the upstream and downstream supply chain solutions owned and supported by the domain through 3 main Core activities in QCT (Quality, Cost, Time): Project Management, Build and Run.

The main goal of the role is to provide and support forward-looking, innovative and sustainable solutions to facilitate the efficient end-to-end management and flow of goods in supporting CHANEL’s business growth in the region; and to engage, lead and/ or communicate with direct report teams, peers and stakeholders where applicable. These solutions need to be integrated and aligned with the existing and future Global/ Regional Technology ecosystem of CHANEL; and ensure scalability and agility in anticipating the Operations & Supply Chain needs of CHANEL’s business growth.

The Head of Program Operations & Supply Chain is accountable of the Operating Model of the End-To-End Supply Chain solutions by being responsible to connect and ensure the consistency of the activities performed by all the delivery and support teams within the Operations & Supply Chain domain, and beyond with all other Chanel IT teams (Global, Regional and Local).

This role is the Key Business Partner of all the functions Supply Chain, Merchandising, Planning, Forecasting and Business Operations of the 3 divisions. He/She works closely with the key Supply Chain and IT stakeholders (global, regional, and local) to:

Co-create and deliver the Operations & Supply Chain domain strategy and roadmap, ensuring alignment with business objectives and strategy. Ensure it is consistently and appropriately communicated to all stakeholders.

Steer and Drive the End-To-End supply chain initiatives aligned on Company priorities.

Ensure alignment of the new business requirements across the different corporate and business functions strategy whilst adhering to IT principles, governance, and strategy.

Accountable of the ongoing maintenance (cf. lifecycle) and support of the existing systems running all the Business, Supply Chain operations and distribution of APAC.

The Head of Program Operations & Supply Chain will navigate in different roles and be in touch with many other IT applications and people working for/with Supply Chain Tech APAC:

3 Global Divisions ERP (SAP, ORLI and D365), the Global WFJ and FA APS (ANAPLAN), the Future Global FBP APS, the Global WFJ MRP After Sales (D365), the Global FSH MRP After Sales (Dynamics AX),

the Regional ERP Microsoft Dynamics Finance & Supply Chain (AX/D365), the APAC APS (ANAPLAN), the future FBP APAC APS, the APAC Replenishment Systems (TM1), APAC OMS (Fluent Commerce), APAC WMS (SCALE Manhattan) and APAC Shipping & Tracking system (Aftership).

In the context of the Global Tech Supply Chain transformation and the road map for Chanel APAC, we are leveraging and internalizing “In House” plenty of key business capabilities and IT competencies in the Supply Chain domain.

This role is crucial to:

ensure the preparation, alignment between all parties involved, mobilization of all key stakeholders, and the implementation of the unified solution D365 Finance & Supply Chain in the APAC entities in the next 4-5 years,

build and deliver the best operating model and level of service to the End-to-End Business and Supply Chain functions of Chanel,

contribute to the larger company transformation for more sustainability and scalability in the future.

Key Responsibilities:

Responsible for the Regional Operations & Supply Chain Governance Committee in alignment with regional IT governance framework – to facilitate prioritization of initiatives and communicate status and highlighted risks/ issues of in-flight projects.

Updating, maintaining, and upholding the target Technology/ Digital landscape of the Operations & Supply Chain systems well aligned with the applications & integration architecture of the overall Chanel IT ecosystem.

Ensuring communication and alignment with local, regional, and global IT counterparts to ensure ongoing transparency and alignment on project plans, resources, and timelines.

Collaborating and effectively communicating with local/ regional/ global Supply Chain & Business Operations stakeholders to ensure that the requirements and priorities are aligned.

Responsible for the Operations & Supply Chain domain budget across all Build and Run initiatives.

Managing, developing and coaching the Operations & Supply Chain domain team to:

Partner with Chanel business stakeholders closely and effectively, and deliver/ support innovative, sustainable and agile solutions.

Build and capitalize the required functional and technical capabilities within the team and more largely within CHANEL Tech.

Prepare the future talents and leaders of Technology & Digital Services of Asia Pacific and beyond in the CHANEL world.

Understand emerging trends and solutions in Operations & Supply Chain – including how data can be leveraged to increase accuracy, efficiency in forecasting and operations. Leverage best practices from the industry where relevant to challenge the status quo internally.

The Head of Program Operations & Supply Chain manages the relationship with the Leaders of the:

Regional Supply Chain team in charge of:

Direct procurement from the 3 Global divisions and regional vendors, and revoicing to the local markets and freight forwarding.

Oversee and Support the Local Markets for custom clearance, FSH and WFJ after-sales operations, logistics and distribution processes, distribution centers design and optimization, supply chain and distribution models transformation, and sustainability projects.

Regional FBP Operations team in charge of:

Governance the Business Operating Model of the region aligned with Global division and Local Markets, and with other functions like Supply Chain and T&DS.

Convert the business and marketing strategy in a Sales and Operations Planning (S&OP).

Oversee and Support the Local Markets for Forecasting, Planning, Stock Allocation and Replenishment omnichannel activities.

Regional FA Merchandising and Operations team in charge of:

Governance the Business Operating Model of the region aligned with Global division and Local Markets, and with other functions like Supply Chain and T&DS.

Convert the business and marketing strategy in an Order To Buy, Buying, Merchandising and Operations plan.

Oversee and Support the Local Markets for Buying, Assortment and Stock Planning, Allocation and Replenishment Retail activities.

Regional WFJ Merchandising and Operations team in charge of:

Governance the Business Operating Model of the region aligned with Global division and Local Markets, and with other functions like Supply Chain and T&DS.

Convert the business and marketing strategy in a Merchandising, Sales and Operations Plan.

Oversee and Support the Local Markets for Forecasting, Assortment and Stock Planning, Allocation and Replenishment multi-channel activities.

The T&DS APAC heads of domain and market:

Finance, Data, Automation, Retail, Omnichannel.

Security, Cloud, Infrastructure, Network, Digital Workplace, Service Management.

Enterprise Architecture, Integration and Innovation.

CIO Office and PMO.

Head of T&DS and Corporate Solution Managers of every market.

The global IT domain leaders:

Corporate CORE AX/D365 Supply Chain.

FBP Supply Chain.

FA Supply Chain.

WFJ Supply Chain.

The key External Partners of her/his area of applications:

Vendor and Integrator of the Warehouse Management Systems.

Integrator of Microsoft Dynamics AX and other support level 1-2 services.

Vendor and Integrator of Supply Chain Analytics Planning System.

The Head of Program Operations & Supply Chain manages a team of Business System Managers (Supply Chain Planning & Forecasting, Supply Chain Operations & After Sales, Logistics & Distribution) which their main missions are:

Application/ Solution Management:

For each initiative or system change request, ensure clarity on specific business, functional, technical, and security details as needed, analyze, and identify risk and impact on the current system design.

Identify opportunities to improve the current design of systems, applications, interfaces, and connections across Asia IT landscape. Participate and contribute to the continuous improvement of Global/Regional templates and initiatives.

Proactively participate and contribute to domain related solution design as well as functional and technical specifications. At the same time support other service delivery teams in designing, implementing, and integrating corporate systems.

Responsible for the development, testing, and implementation of technical solutions to ensure adherence to internal IT standards/ governance and that it addresses business needs in terms of requirements and timeline.

Develop solutions to address risks, issues, interdependencies, and ensures alignment with business priorities and IT strategy.

In charge of the vendors relationship and management which are operating the different IT activities for the company: software editor, integrator, build, maintenance, and support.

Support Management:

Lead the support teams (internal/ external) in solving production issues, identify areas to improve, and provide recommendations on changes, participate in Change Control Board.

Ensures required service level agreements are adhered to across all internal/ external parties contributing to the support model of these tools/ systems.

Project Delivery:

Partner with/ support stakeholders to build the business case for prioritized projects by defining the benefits, setting the budget, assessing the risks and project critical success factors.

Work with project sponsor and stakeholders to complete project charter, scope, goals, deliverables, required resources, budget and timing (full planning)

Manage delivery of projects from initiation to closure – whether these projects are delivered internally or by external partners.

Manage project interdependencies/integration with other IT counterparts.

Ensure project documentation are complete, relevant, and properly archived and accessible.

Person Specifications:

Academic / Professional Qualifications 

Master degree of Engineering, Industrial genius, Computer Science, Information Technology or related technical field

Work Experience

15+ years of relevant, broad engineering experience, including 5+ years of Operations & Supply Chain Systems Project/Program Manager/ Lead position.

Well informed and well-rounded business and technical individual with Operations & Supply Chain systems knowledge, and proven capabilities in building close partnerships with key stakeholders.

Solid experience in designing, delivering and supporting Supply Chain/ Operations IT solutions.

Strong experience working at a Regional level (with multiple global and market entities).

Experienced in managing end-to-end digital/ IT project life cycles and leading projects involving multiple internal/ external, local/ regional/ global stakeholders.

Experienced with IT strategic planning, solutions delivery and support.

Experience working in complex IT environments, and able to prioritize and plan complex work in a rapidly changing context.

Demonstrate experience to think strategically, tactically and operationally.

Experience in leading successful teams in particular through times of organization moving.

Experience in retail, in luxury beauty or fashion is required.

Functional/Technical Expertise

Extensive knowledge/experience of managing Operations & Supply Chain IT systems and tools – including but not limited to Forecasting, Planning, Ordering, Inventory Management, Logistics, Warehouse Management solutions.

Experience of managing and implementation of an ERP for Supply Chain, Distribution multi-channel and Retail business in a regional and/or market IT role is strongly appreciated.

Operations & Supply Chain business process knowledges are required with a good understanding of the End-To-End operations retail & distribution O+O (Offline+Online).

Required Competencies

Solid understanding of technology.

Understanding of legal and contract management in relation to IT.

Demonstrate proven qualities of leadership with integrity, humility and open-mindedness.

Ability to manage people in matrix organization by provide guidance, direction and feedback.

High level of initiative and able to manage multiple tasks.

Organized, self-motivated, enthusiastic and proven rapid learning capability.

Strong team player and proactively collaborate with team members and Project teams.

Ability to inspire, engage and drive new ideas.

Good interpersonal and communication skills.

Fluent in English (French, Cantonese and Mandarin are a plus).

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