Customer Experience

JOB PURPOSE
The Customer Experience (CX) Omni-Retail Group Assistant Manager serves as the face of Unilever Supply Chain to the customer. This role is pivotal in fostering win-win partnerships with retailers through exceptional customer collaboration.

KEY RESPONSIBILITIES

Customer Service and Driving Improvement

• Supply Chain practitioners partnering with Integrated Planning (IP), Customer Business Development (CBD) and Logistics Teams in translating Operations into Sales, to accelerate growth for both Unilever and the Customer.
• Drives operational efficiencies, deliver superior service levels, and unlock additional value to become the Customer's partner of choice (aiming for Supplier #1 and Customer Service #1 in the Advantage Group Survey)
• Initiates, leads, and supports the implementation of transformation projects in Order to Deliver (O2D), providing a leading-edge advantage and preparing for Customer requirements in line with the company's Go-To-Market (GTM) strategy

Business Partnering and building great teams

• Face of Unilever Supply Chain to the Customer driving diamond model setup to enhance collaboration, cultivate customer relationships, and actively engage stakeholders to meet business objectives.
• As part of customer-facing role, ensures presence at key customer engagements, including but not limited to store openings, Joint Business Planning (JBP), Business Reviews (BRs) and trade visits with the CBD team.
• Accountable for driving the joint CX agenda with CBD and with customers, ensuring we consistently exceed expectations and deliver exceptional value.

Accountable for the Order to Deliver process and Cost To Serve

• Order Management: Oversees the entire order lifecycle from receipt to delivery, ensuring accuracy and timeliness
• Logistics Coordination: Coordinates with Logistics and Logistics 3P partners to ensure efficient transportation and delivery of goods
• Process Optimization: Continuously improves order to deliver processes to enhance efficiency and reduce costs
• Performance Monitoring: Tracks key metrics such as order fulfillment rates, delivery times, and cost to serve, and implements corrective actions as needed
• Customer Communication: Maintains clear and proactive communication with customers regarding order status, delivery schedules, and any issues that may arise
• Cost Analysis: Leads the cost to serve to Customers and identifies opportunities to reduce costs while maintaining service quality
• Compliance and Quality Assurance: Ensures all processes comply with regulatory requirements and maintaining high standards of quality throughout the order to deliver process

Skills

• Strong understanding of Supply Chain processes, including S&OP, Inventory Management, Logistics, and Order To Cash
• Excellent communication and interpersonal skills to effectively liaise with Customers and Internal teams
• Analytical skills to assess performance metrics and identify areas for improvement
• Problem-solving abilities to address customer issues and optimize supply chain operations
• Proficiency in relevant software and tools (e.g., SAP, ERP systems, Excel)

Personal Attributes

• Customer-focused mindset with a commitment to delivering high levels of service
• Ability to build and maintain strong relationships with customers and stakeholders
• Adaptability to work in a fast-paced and dynamic environment
• Leadership qualities to drive initiatives and lead cross-functional teams

Experience

• 1-3 years of experience in Supply Chain Management, Integrated Planning, Logistics or Customer-Facing Supply Chain roles
• Experience in FMCG (Fast-Moving Consumer Goods) or manufacturing industries is often preferred

We highly encourage applicants to exclude information on age, gender, and school/s in view of Equity, Diversity, and Inclusion. Unilever assesses candidates based on skills, performance, experience and leadership.

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.