SVP EMEA Omnichannel & DTC (London, ENG)

SVP EMEA Omnichannel & DTC

Department: EMEA Direct-to-Consumer / Omnichannel commercial leadership

Location: London, England, United Kingdom · Hybrid (on-site days flexible; occasional travel a few times per year)

The role

You will lead EMEA omnichannel and DTC so stores, eCommerce, loyalty and CRM feel like one brand—and conversion and engagement move together. In 12–18 months you will make markets pull a Centre of Excellence rather than have it imposed, lift margin and store productivity by fixing underperformance early, and beat regional revenue and profit targets from both Retail and eCommerce without cannibalisation. You co-own commercial outcomes in a matrix with Market MDs, Brand, Wholesale, Finance and Planning; influence is how you deliver, not a mandate.

What you will achieve

• Raise omnichannel conversion and customer engagement so loyalty, CRM and in-store experience operate as one brand (measurable gains within 12 months; conversion gaps gripped in 90 days).
• Establish a Centre of Excellence markets actually pull for reporting, insights and toolkits, with stronger leadership and succession cover (governance in 6 months; CoE in use within 12).
• Identify and fix underperforming stores, markets and processes so EBIT margin, sales per sqm and labour productivity improve (2–3 gaps with actions in 90 days).
• Beat EMEA Omnichannel revenue and profit targets with growth from both Retail and eCommerce, without channel cannibalisation (commercial plan agreed in 90 days).
• Land a common EMEA playbook—standards, KPIs and governance—so gaps are spotted in days, not quarters (framework launched in 6 months).
• Align Wholesale, brand and DTC on one coordinated growth plan, with joint planning in place by 6 months.
• Make journeys frictionless: visible inventory and reliable Click & Collect and Ship-from-Store in priority markets within 12 months.

What you will do

• Own dual-channel commercial leadership across full-price and outlet stores and eCommerce at multi-market scale.
• Diagnose revenue, margin and productivity by market and channel; run a weekly trading cadence versus budget.
• Lead heads of retail hubs, vertical retail, eCommerce and commercial operations; set accountabilities and succession.
• Design which standards and capabilities sit in the regional CoE versus markets, so markets adopt rather than resist.
• Sponsor inventory visibility, Click & Collect and Ship-from-Store with Planning, Supply Chain and OMS partners.
• Set common KPIs and exception routines so staffing, replenishment, allocation and fulfilment gaps close in days.
• Run joint commercial planning with Brand and Wholesale on pricing, assortment and inventory trade-offs.

What you bring

Required

• You have been directly accountable for both store networks and eCommerce trading, merchandising and conversion at multi-market scale—not one channel with a dotted line to the other.
• You deliver multi-market revenue and margin in a co-owned P&L, diagnosing profit leakage by market and channel.
• You repeatedly deliver through Market MDs, Brand, Wholesale, Planning and Finance you do not control—and can name what you gave up to get alignment.
• You have run a team of senior functional or hub leaders, clarified accountabilities, and closed capability and succession gaps.
• You have launched a multi-market operating playbook with adaptation rules and a days-not-quarters exception process.
• You have contributed to or led a regional CoE or hub model and can explain what must be central versus local.
• You commercially lead omnichannel fulfilment (inventory visibility, C&C, Ship-from-Store) without needing to configure OMS yourself.

Nice to have

• Joint planning with wholesale and brand, including visible DTC trade-offs that protect the whole business.
• Regular inventory and fulfilment trade-offs with Planning & Allocation using turn, cover and lost-sales.
• CEO-ready commercial diagnosis within 90 days; high-trust executive stakeholder management.
• Adaptation across labour and consumer differences; shop-floor presence; succession planning for critical roles.

About L'Oréal Suisse SA

L’Oréal manufactures and sells cosmetic products for women and men worldwide. The organisation is a public, for-profit company in a late-stage of maturity, with more than 10,001 people, and is associated with beauty, cosmetics, personal care, consumer products, luxury, pharmacy, research, innovation, digital, retail, marketing, operations, engineering and tech. The employing snapshot is L'Oréal Suisse SA (Vernier, Geneva, Switzerland); this role is EMEA omnichannel and DTC, hybrid in London.