Business Process Lead - O2C

Location: London

At Chanel, our values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work.

As part of the Future of Finance initiative, Chanel is deploying several transformation programs. The implementation of Microsoft Dynamics 365 across all our regions will harmonize multiple regional ERPs, while respecting our Divisional operating models and métier specificities, to create a standardized, single global core ERP model.

The Business Process Lead for Order-to-Cash (O2C) is a key contributor for defining, implementing, and managing O2C processes across global operations, leveraging deep technical expertise in Microsoft D365 to optimize workflow efficiency, enhance data integrity, and drive continuous improvement. This role requires leadership capabilities to align O2C practices with business objectives, facilitate cross-functional collaboration amongst the Regions and Divisions, and ensure the successful execution of processes in line with company vision. The ideal candidate will possess a blend of technical and functional knowledge, process improvement skills, and a focus on delivering an exceptional client experience.

Key Responsibilities

D365 Technical Leadership

• Leverage advanced knowledge of Microsoft Dynamics 365, particularly in Finance and Operations module, to design and optimize O2C workflows, configurations, and integrations that enhance process efficiency.
• Serve as the primary technical resource on D365 for O2C team, supporting troubleshooting efforts and ensuring data accuracy across the O2C cycle.
• Collaborate with Global Tech team and external partners to manage D365 system updates, releases, and integrations, ensuring alignment with evolving business requirements and process improvements.

O2C Process Scope

• The role holds direct global ownership of, and accountability for, customer setup, order management across ECOM, Wholesale and Retail, billing, credit management and collections.
• Within this direct scope, define and maintain the global process design, standards, controls, roles, data requirements, and performance expectations for customer creation and maintenance, order capture and fulfilment, and retail-related O2C activities.
• Lead decisions and improvements for these directly owned process areas, partnering with Regional, Divisional, Sales, Retail, Finance, Supply Chain, and Global Tech stakeholders to address local requirements and align solutions with the global core model.
• Manage the interfaces and hand-offs from the directly owned areas into downstream invoicing, payment, and settlement processes, ensuring data quality, operational efficiency, and consistent customer experience.

Continuous Improvement and Change Management

• Drive continuous improvement initiatives within the O2C function, utilizing D365’s reporting and analytics capabilities to identify process bottlenecks, inefficiencies, and opportunities for enhancement.
• Implement change management strategies to ensure successful adoption of new processes and systems across global teams, fostering a culture of innovation and accountability.
• Facilitate workshops and training sessions to promote best practices in O2C processes and D365 functionalities, ensuring teams are equipped to leverage the system effectively.

Cross-Functional Collaboration

• Act as a key liaison between Finance, Sales, Supply Chain and Tech spanning across Corporate, Regions and Divisions to facilitate the seamless flow of information and support end-to-end O2C processes.
• Address escalations and complex issues related to O2C processes and D365, collaborating with relevant stakeholders to implement effective solutions.
• Work with global leadership to align O2C strategies with overall business objectives.

Global O2C Process Management

• Assist in writing, reviewing, and signing off process documentation and SOPs, including market localizations.
• Work with the Change and Communications Lead to ensure training materials are kept up to date as changes are implemented.
• Support Regional deployment by contributing to workshops to identify local specificities and identify priorities based on business criticality.
• Contribute to building an Order to Cash process community made up of regional/market SMEs to ensure alignment across regions and share common issues and best practices.

Guardian of Fix, Flex, Free

• Act as the guardian of the Fix, Flex, Free framework within the O2C process, ensuring that solutions are not only scalable and adaptable but also maintain a strong foundation of standardization where necessary.
• “Fix” processes to ensure compliance and efficiency; “Flex” to adapt and respond to regional business needs; and “Free” to enable innovation and creativity within the teams while maintaining operational integrity.
• Foster a culture of agility and responsiveness by empowering regional teams to identify opportunities for customization and innovation within the established frameworks, ensuring that these enhancements align with global objectives.

Performance Monitoring and Reporting

• Develop and track global O2C KPIs and metrics to monitor performance, identify trends, and drive data-driven decision-making.
• Prepare and present performance reports to senior management, highlighting key insights and recommendations for process improvements.
• Utilize D365 analytics tools to generate actionable insights that inform strategic planning and operational enhancements.

Qualifications

• Education: Bachelor’s degree in Finance, Business Administration, Supply Chain Management, or a related field; MBA or relevant certifications (e.g., Six Sigma, APICS, PMP) are celebrated.
• Experience: Minimum of 3 years in O2C, Finance Operations or Global Solution deployment roles, preferably with an ERP.

Technical Skills

• Expertise in Microsoft Dynamics 365 (D365)
• Strong analytical skills, with the ability to leverage D365 data analytics to drive process improvements
• Familiarity with ERP systems and best practices for managing the O2C cycle.

Soft Skills

• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Strong leadership and team management skills, with a track record of developing and mentoring high-performing teams.
• Strategic thinker with a proactive, results-oriented approach to problem-solving and process optimization.