Head of Production & Run – eRetail & Retail

1 нед. назад

ФранцияHead

kpi-driven operationsincident managementservice desk managementteam coordination

Leadership role managing production and operations for retail and eRetail platforms, ensuring smooth functioning of stores, e-commerce, and payment flows across multiple regions.

О компании

is the experience innovation company that exists to unlock a better way to experience the world. By blending crafts, categories, and cultures, we help brands unlock new value in an increasingly digital world.
At the intersection of data, AI, creativity, and technology, we drive transformation for leading organizations, including L’Oréal, Mars, Audi, P&G, Volkswagen Dolby, and more.
At , we don’t just talk about transformation. We make it happen. Our people are the heart of our success, and we foster a workplace where everyone has the support to thrive, grow and innovate.

Обязанности

At , you’ll find an environment designed for continuous learning, meaningful impact, and professional growth. Whether you're pioneering new digital solutions, challenging conventional thinking or building the next generation of customer experiences, your work will help transform industries.
We are proud of:
The work we do and the innovation we drive
Our values of share, care and dare
A workplace culture that fosters creativity, diversity and autonomy
Our borderless, global framework, which enables seamless collaboration
Ensure the reliability and continuity of retail, e-commerce and payment operations across day-to-day activities and critical launches. Lead the transition from reactive incident management to a proactive, structured and KPI-driven operating model through a shared Retail & eRetail Production Control Tower.
Lead Production Operations: Establish and run the Retail & eRetail Production Control Tower, driving operational planning, governance and readiness.
Resolve Incidents & Prevent Recurrence: Prioritise escalations, lead major incident resolution and implement lasting corrective actions.
Secure Releases & Critical Events: Validate Go/No-Go decisions, coordinate deployments and rollback plans, and prepare teams for major launches and peak periods.
Align Global Teams & Partners: Coordinate regional stakeholders, product squads and service providers, ensuring clear communication and executive reporting.
Automate & Optimise Operations: Deploy AI-driven monitoring, automate repetitive tasks and implement ITIL-based continuous improvement.
Drive Service Performance: Track KPIs and SLAs, improve service quality, and manage vendor performance, contracts and budgets

Требования

As a Head of Production & Run your role is to ensure reliable, seamless retail and e-commerce operations worldwide by moving from reactive incident management to a proactive, performance-driven operating model that improves service stability, customer experience and operational efficiency.
To be considered for this role, you must meet the following essential qualifications:
15+ years of experience in IT production and operations, including at least 5 years leading multiple teams.
Proven experience managing business-critical retail and e-commerce platforms in a global environment.
Strong knowledge of ITIL practices and tools such as ServiceNow, Jira and Confluence; familiarity with POS solutions (ideally Oracle Xstore) and e-commerce platforms (ideally Salesforce Commerce Cloud).
Demonstrated experience managing service providers, contracts and SLA commitments.
Strong leadership, crisis management and stakeholder engagement skills, with the ability to influence across teams and geographies without direct hierarchical authority.
Fluent English; French strongly preferred. ITIL certification is an advantage.
Additional assets : Luxury or fashion industry experience, previous experience establishing a Production Control Tower, and PMP certification.

Условия

This is a permanent position based in Paris/France .
Beyond a competitive compensation package, we offer:
Flexibility, with remote and hybrid work options (3 days at the client’s office)
Career advancement, with international mobility and professional development programs
Learning and development, with access to cutting-edge tools, training and industry experts
Our benefits are tailored to each location. Your Talent Partner will provide full details during the hiring process.

Как откликнуться

Once you apply, our Talent Acquisition team will review your application. If your skills and experience align with the role, we’ll reach out for next steps.
⚠️ Beware of recruitment fraud: Only engage with official email addresses ending in @.com.

Другое

Why ? We’re the experience innovation company - a trusted partner to the world’s most recognized brands. To our people we offer growth opportunities, a values-driven culture, international careers and the chance to shape the future of experience.
Within a leading luxury client, operates as a strategic technology partner under a factory-based delivery model focused on performance, transformation and scalability.
As a Head of Production & Run you will the smooth operation of stores, e-commerce platforms and payment flows through a shared Retail & eRetail Production Control Tower, driving the shift from reactive incident management to proactive, KPI-driven operations. Scope includes 46 applications, 450+ boutiques across five global zones, and coordination of onshore/offshore teams, maintenance partners, service desk and product squads.
46 applications across stores, e-commerce, payments and back-office systems.
450+ boutiques across five global zones: Americas, EMEA, South America, Japan and China.
Coordination of onshore/offshore teams, application maintenance partners, service desk and product squads.
First Steps: Get to know the teams, partners and regional stakeholders, and establish clear ways of working and performance indicators.
Building Consistency: Improve collaboration, streamline processes and strengthen service performance across teams and regions.
Driving Improvement: Ensure stable operations during peak periods, introduce clear performance dashboards and bring the first AI use cases into production.
If you do not meet all the listed qualifications or have gaps in your experience, we still encourage you to apply. At , we recognize that talent comes in many forms, and we value diverse perspectives and a willingness to learn.
We design experiences that work for all kinds of people - and that starts with our own teams. At , we’re intentional about building an inclusive culture where everyone feels supported to grow, thrive and achieve their goals. No matter your background, you belong here. Explore our Diversity & Inclusion site to see how we’re creating a more equitable for all.
As per the AGG (General Equal Treatment Act) in Germany and equivalent in France, jobs must be advertised in a gender-neutral manner. We use the statement (all genders) to make it clear that this position is open to all genders in these countries, even if the job title itself can be translated or interpreted as "masculine" in the French or German language.