Director, CPD Shopper Service & Technology

Job Title: Director, CPD Shopper Experience Service & Technology

Division: Consumer Products Division

Location: Hudson Yards, NY or Clark, NJ

Reports To: Vice President, Shopper Experience & Logistics

Team: 2 Direct Reports, 1 Dotted line

Region/Province/State: New York/New Jersey

Who We Are: For more than a century, L'Oreal has devoted its energy, innovation, and scientific excellence solely to one business:
Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.

The Director of CPD Shopper Experience Technology & Operations sits at the intersection of operational leadership and technology architect. On the operational side, this role owns the end-to-end fixture service program: inventory, fulfillment, financial compliance, and a cohesive parts and service strategy across all CPD retail accounts. On the technology side, this role carries a forward‑looking mandate - serving as the connective intelligence layer across the CPD Shopper Experience team, identifying opportunities to integrate data, modernize workflows, and build AI‑powered tools that make the entire department smarter, faster, and more connected.

• Own the full fixture operations program – including end-to-end customer service for all CPD fixture programs across U.S. retail accounts, inventory reconciliation, replacement parts management, and field order management, with a dedicated direct report managing day-to‑day customer service execution
• Develop and implement a cohesive service strategy across all fixture parts for all replacement part programs
• Ensure full financial compliance across the fixture program, advising Finance and Accounting on proper capitalization of fixture assets, maintaining audit‑ready documentation, and delivering regular inventory & run rates to senior leadership
• Drive integration of tools, best practices, and cost‑saving initiatives from the L'Oreal Retail Management (RMM) team into the Shopper Experience Central Team, including next‑gen wall systems

• Serve as the technology and data integration lead for the CPD Shopper Experience team by developing a comprehensive understanding of the data assets, tools, and workflows that exist across all team pillars and identifying opportunities to connect and unify
• Lead the vision and development of AI‑powered tools that serve the broader team including intelligent platforms allowing users to access reset dates, fixture budgets, lock dates, Power BI reports, graphic coding, and other key information through a single, conversational interface
• Partner with leads across the Shopper Experience team to identify technology gaps, surface synergies, and co‑develop solutions that elevate the department's collective capabilities – acting as an enabler and integrator across the organization
• Stay current on emerging retail technology, AI tools, and data platforms while bringing a continuous pipeline of innovation to leadership and translating them into actionable roadmaps

• Lead and develop a team of 2 direct reports spanning fixture customer service operations and inventory and technology support
• Accountable for performance management, development planning, and building the long‑term capability of the team

• Minimum 8 years of experience in operations, inventory management, retail technology, or a related field; consumer goods or beauty experience strongly preferred
• Demonstrated background in fixture or asset management, service model development, or warehouse and inventory operations
• Proficiency in ERP and inventory management systems (e.g., SAP); advanced Excel skills required for financial reconciliation and reporting
• Experience working with order management or CRM platforms (e.g., Salesforce); familiarity with ASN reporting and GR/IR processes
• Demonstrated interest or experience in AI tools, data integration, or technology innovation – ability to think beyond current systems…