Head of Customer Care & Credit

Who is L’Oréal? L'Oréal is the world's largest and most profitable beauty company. Present in over 150 countries, L’Oréal has catered to all forms of beauty in the world for over 100 years and has built an unrivalled portfolio of more than 35 international, diverse and complementary brands including L'Oréal Paris, Garnier, Maybelline New York, Nyx Professional Makeup, IT Cosmetics, Lancôme, Kiehl's, Urban Decay, Shu Uemura, Giorgio Armani, Yves Saint Laurent Beauté, Ralph Lauren, Diesel, Biotherm, Clarisonic, Kérastase, L'Oréal Professionnel, Matrix, Vichy, and La Roche-Posay. For more than a century, L’Oréal has devoted itself solely to one business: beauty. The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. We want to bring beauty to all people. Our ambition for the coming years is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires. Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial Spirit, Open-mindedness, Quest for Excellence and Responsibility. The distance between beauty and tech is closing rapidly, and we are determined to be pioneers in this new beauty tech world. New digital technologies and services are making the world of beauty move faster than ever before. Data and artificial intelligence are opening new horizons for personalization and customization. By incorporating digital into everything that we do, we are creating a better relationship with our consumers. When beauty and tech collide, the impossible can happen! In our journey, we are looking for talented individuals who can lead us on this mission. Would you like to be a part of the adventure? Why join us? Being the world's #1 beauty company, L'Oréal empowers its people who are ready to take bets, think out of the box, defend their convictions, be resilient and leave their own mark. They are offered numerous opportunities, fast track careers and early responsibilities. L'Oréal has ambitious goals and is striving for excellence. This permanent learning experience helps you stretch your potential. We define success as making a positive, conscious impact. At L’Oréal, you will be encouraged to think and act beyond your job. We push boundaries and move fast globally to stay ahead of the game. Your job will be your own innovation playground. We encourage different points of view. What sets you apart is what makes you great. You will always have the space to question, express, agree and disagree. We unleash everyone's potential. Here, learning opportunities are endless. You will build your own unique path. We believe in the impact of great mentors. You will be inspired by people you won't ever want to forget. Head of Order to Cash & Credit – Malaysia & Singapore Cluster Position Summary We are seeking an experienced, strategic, and dynamic Head of Customer Care and Credit to lead our MYSG team. In this pivotal leadership role, you will oversee the end-to-end Order-to-Cash (O2C) cycle, integrating commercial customer service excellence with robust financial risk and credit management. You will act as a key strategic bridge between Supply Chain, Commercial Divisions, Finance, and external partners—balancing business growth opportunities with rigorous financial governance while inspiring a team of 12 professionals. Key Responsibilities

1. 01

   O2C & Credit Excellence Drive overall O2C process efficiency, ensuring accuracy and timeliness from order entry to final delivery and cash collection. Ensure the rigorous, consistent implementation and adherence to established credit, financial, and compliance policies to safeguard assets. Oversee transaction holds/releases, credit assessments, credit insurance collaborations, and proactive financial risk mitigation. Direct effective collection strategies, dispute resolutions, and the accurate processing of credit/debit notes in collaboration with 3PLs and internal stakeholders. Champion process improvement and digital transformation initiatives (e.g., modern payment solutions, automation, e-invoicing, SAP enhancements) to elevate operational efficiency and customer experience.

2. 02

   Strategic Team Leadership & People Development Lead, inspire, coach, and develop a team of 12 professionals across Customer Care and Credit functions. Foster an engaging, high-performance culture that encourages collaboration, continuous learning, and ownership from day one. Set clear performance objectives, track KPIs related to the O2C cycle and service levels, and conduct regular performance reviews and development planning.

3. 03

   Risk Management & Commercial Business Growth Partner closely with Commercial Divisions (Sales, Marketing), Finance, Supply Chain, and leadership to balance credit risk management with commercial expansion opportunities. Participate in high-level cross-functional discussions concerning customer financial health, action plans, and strategic account negotiations. Monitor macro trends, customer feedback, and financial indicators to proactively identify risks and implement strategic countermeasures.

& Qualifications Education: Bachelor’s or Master’s degree in Accounting, Finance, Business Administration, Supply Chain, or a related field. Experience: Minimum 8-10 years of progressive working experience in Order-to-Cash, Credit Management, and/or Customer Operations within a fast-paced environment (FMCG or multinational background preferred), with proven experience managing people. Technical Skills: Advanced proficiency in SAP (SD/FI/CO modules, SAP HANA, Key User experience preferred), Power BI, and advanced Excel. Competencies: Strong strategic mindset with excellent problem-solving, negotiation, and reconciliation skills. Meticulous, detail-oriented, with high organizational effectiveness. Exceptional communication and interpersonal skills, capable of influencing senior stakeholders across diverse functions. Customer-centric mindset combined with strong financial acumen and risk governance capabilities. What’s In It For You Real Responsibility & Impact: Lead a critical operational function and drive transformational change across MYSG from day one. Continuous Growth: An environment that encourages you to step out of your comfort zone, try new things, and accelerate your leadership potential. Inclusive Culture: Join a diverse, caring team where every voice is celebrated, and sustainability and inclusion are at the core of what we do.