Sales Operation & Customer Experience Director

EssilorLuxottica · Shanghai

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Contract: Permanent/Full time

Compensation: 

If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Discover more by following us on LinkedIn! 

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.

Your role

We are looking for a Customer Experience & Sales Operation Director who will be the integrating force across different enabling functions, driving standardization, data-driven decision-making, and operational excellence to power growth across all categories and channels. ​

Main responsibilities:

Sales Operations & CIC

• Lead sales forecasting, demand planning, and order management across different BU categories.
• Ensure timely, accurate sales reporting and performance analysis for leadership.
• Own the customer complaint process, driving resolution with standards.

Sales Development

• Define and govern commercial policies: trade terms, promotional guidelines, and go-to-market guidelines.
• Co-work commercial planning cycle and contribute to long-term/short-term strategic planning.

Channel Management

• Govern distributor management, customer segmentation, authorization, and contract management.
• Transition channel governance from manual to data-driven portfolio management.

Products & Events

• Partner with Marketing & Product on product strategy, portfolio management, and new launch execution.
• Plan and deliver commercial events and trade activations with measurable ROI.

Main requirements:

• 12–15 years of progressive commercial experience in FMCG or Consumer Goods, with 5+ years leading multi-functional teams.
• Proven track record managing large teams across sales operations, business planning, and channel management.
• Deep expertise in sales forecasting, demand planning, commercial policy design, and distributor management.
• Demonstrated ability to lead organizational transformation and integrate teams.
• Data-driven mindset with hands-on experience in data tools.
• Fluency in English.

Our Diversity, Equity and Inclusion commitment​

We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.

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