Customer Experience

Unilever Taguig, National Capital Region, Philippines Customer Experience (CX) Assistant Manager, Modern Trade WHY THIS ROLE MATTERS Customers expect speed, accuracy, and reliability. This role ensures that every Supply Chain decision translates into a better customer experience and measurable business growth for Modern Trade customers. By bridging customer insights with operational execution, you will reduce friction, improve service KPIs, and unlock revenue opportunities, making CX a true competitive advantage. What Is The Purpose Of The Role Acts as a business growth catalyst by leveraging Supply Chain excellence to deliver superior customer experiences in Modern Trade channels. This role translates customer pain points into actionable business insights, driving improvements in service levels, operational efficiency, and profitability. Key Responsibilities Customer-Centric Supply Chain Leadership Champions a customer–first mindset in all Supply Chain processes Anticipates customer needs and proactively designs solutions Experience to Impact Analysis Analyses service metrics, leverages data shared by customers (Sales, Inventory) and feedback to identify trends Spots/identifies operational inefficiencies (e.g. stock outs, delayed replenishment, NPI/ promo execution gaps) and quantifies impact on revenue, margin and cost-to-serve Designs and implements strategic improvement plans that transform customer feedback to business opportunities, driving sales growth, operational excellence and stronger retailer partnerships Order to Deliver Journey Optimization Maps customer journey from order to delivery Implements process enhancements to reduce lead times and improve fill rates Strategic Collaboration Partners with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order To Cash Teams to align Supply Chain capabilities with Joint Business Plans Performance Monitoring Tracks and reports Supply Chain KPIs linked to Customer Experience and business growth We are looking for a Supply Chain practitioner who is enthusiastic about Customer Experience and Supply Chain excellence. The Ideal Candidate Customer Advocate: Focuses on delivering exceptional experiences and building trust with internal and external partners Business Savvy: Understands how Supply Chain performance drives revenue and cost optimization Analytical and Insight-Driven: Converts data into actionable strategies Collaborative: Works and maintains a good relationship with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order to Cash (O2C) Teams to achieve shared goals Growth Mindset: Demonstrates high passion for performance, continuously seeks opportunities to enhance processes, improve service levels and unlock business growth Resilient and adaptable in a dynamic business environment Qualifications 3-5 years of experience in Customer Experience/ Customer-Facing Supply Chain or Supply Chain operations (e.g. Planning, Logistics) Experience in FMCG (Fast-Moving Consumer Goods) retail operations preferred Strong analytical and business acumen Excellent communication skills Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey. #J-18808-Ljbffr