Business Partnership, Roadmap & Prioritization
- Act as the trusted senior Beauty Technology partner to the Digital / Omnichannel VP, Retail Sales Head and Maison leadership in Japan.
- Translate Digital and Retail priorities, store and Beauty Consultant realities and Maison needs into a prioritized Front Office & Retail roadmap.
- Stay close to Retail stakeholders and store users; challenge demand and link technology choices to customer experience, sales impact, Retail productivity, efficiency and business value.
Digital, E-commerce & CRM / Clienteling
- Lead local Digital and CRM initiatives around the LINE platform and related social-commerce capabilities, translating Japan business needs into technology solutions and improvements
- Contribute to E-commerce projects and support activities in Japan, coordinating local requirements and execution with Regional and Central teams who lead the platforms, products and overall roadmap
- Drive an integrated Omni-Retail and CRM approach, connecting E-commerce, CRM/Clienteling, LINE and physical Retail under one coordinated roadmap to deliver coherent customer journeys across digital and stores
Retail Technology
- Ensure the daily operational monitoring and service continuity of the Retail technology perimeter across 295 POS, including 28 directly operated boutiques, covering POS, store applications, Retail digital tools and department-store interfaces
- Partner with Retail leadership on store technology needs and coordinate local technology planning for store openings, closures, renovations and pop-up events, while supporting Beauty Consultant productivity and client experience
- Govern application, device and infrastructure dependencies, keeping routine L1 / onsite activities within the appropriate support model.
Local Projects & Regional / Central Rollouts
- Lead local Front Office & Retail projects and contribute to Regional Retail solution projects and evolutions in Japan, covering local requirements, testing, rollout and business coordination
- Define scope, resources, timelines and governance; oversee requirements, fit-gap, UAT, go-live and stabilization.
- Ensure delivery against agreed quality, budget, timing and business outcomes with clear management of dependencies and risks.
Application Support & Service Governance
- Own Retail application service quality and coordinate the support model across the Regional Service Desk for L1, Regional application teams for L2, the local proximity vendor for onsite interventions, and the local Infrastructure & Network team
- Ensure formal ticketing, monitor incidents and service KPIs, and drive timely escalation and resolution of business-critical issues.
- Promote monitoring, automation, self-service, documentation and knowledge transfer in line with Group security and operational standards.
Team, Vendor & Transformation Management
- Lead managers, project managers, specialists and external resources, setting clear accountability, priorities and development objectives.
- Manage key vendors and service providers with the IS Director, including scope, SLA / KPI performance, escalations, improvement plans and relevant budget follow-up.
- Foster collaboration across Digital, CRM/Clienteling, Retail, Back Office and Infrastructure; support innovation and future ERP / OMS interfaces.
