Customer Experience Lead at Unilever

JOB PURPOSE

• The role focuses on delivering high customer satisfaction by proactively managing and assessing the end-to-end customer experience, while generating insights to influence internal and customer policies that improve efficiency, cost, service, and cash outcomes. Each CX lead manages customer-specific portfolios across HC, PC, and Foods, ensuring SLA delivery and key performance metrics through effective team management, process simplification, automation, and joint business planning.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Understanding the needs of the retail customers through internal reviews and supporting the resulting strategies through proactively initiating actions for continuous improvement 
• Point of contact for supply chain operational escalation to enable targeted interventions. 
• Manage the relationship with key senior stakeholders within the customer’s organization as well as the relationship internally between customer operations and CD. 
• Improvement in long term customer service metrics (Dispatch Rate, claims completion times, Approval / Rejected ratios for various processes, no of escalations and time spent on escalations) 
• Improvement in customer collaboration through various service forums such as Top to Top’s, quarterly supply chain reviews, weekly vendor collaboration meetings
• Optimizing of customer-related processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts. 
• Create SC Joint Business plans for respective customers highlighting collaborative opportunities.  
• Integrating new customers and channels into existing processes in close alignment with CD 
• Evaluating logistics efficiency and cost deriving from ordering behavior and initiating and executing improvement actions 
• Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer, which includes presenting these findings in several collaborative forums. 
• Monitors operating metric - overseeing a team that manages the day to day is running effectively and efficiently with primary focus being on continuous improvement 
• Managing recalls (control/support for shipping communication, monitoring of quantities & costs 
• Change notifications (dispatch and communication to customers) at e.g., prices or material master 
• Strategically partner CD team to join as one “face” to customer.

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• Degree in SC, Logistics, Finance, Engieering and any other related qualifications

Skills

• Stakeholder management 
• Analytical skills 
• Communication skills 
• People Management 

KEY INTERFACES:

• Customer  
• Demand Operations Manager 
• Account manager  
• Demand / Supply Planners  
• Customer Facing Specialist 
• Claims Specialist 
• Fulfil Team Lead  
• Contract-to-Cash Team Lead