JOB TITLE: Customer Operations Leader (COL)
JOB LOCATION: Leeds / Kingston
FUNCTION: Supply Chain
SUB FUNCTION: Customer Operations
REPORTS TO: Customer Service Manager (JS, Morrisons, Waitrose & Ocado)
JOB PURPOSE
The key purpose of the role is to manage and drive improvements in the overall experience our customers have when working with Unilever, aligned to our ambition of becoming the #1 Supplier in our industry. The role is expected to partner strongly with CD & to use data-driven insights to take a strategic view to develop our customer relationships, and to ensure the voice of the customer is heard in Unilever in the development of our broader customer operations strategy, encompassing supply chain, CD and finance. This role reports directly into the CSM for the customer group, taking ownership for the customer supply relationship with manager-level contacts in a key customer, working to develop & improve processes. The role is also expected to lead & support key customer experience innovation and improvement programs across the customer group.
RESPONSIBILITIES / KEY DELIVERABLES
Key Metrics
Fulfilment Rate – Dispatch Rate %, CCF / Customer Measure of Service, OSA/OLA
Customer Service - AGS
Forecast Bias – 4w FB, 1w FB
Forecast Accuracy – 4w FA, 1w FA
Innovation OTIF
Cost-to-serve
Engagement – UniVoice
USG%
Trade Terms Compliance
Operations & Systems
S&OP
• May be expected to cover CCS responsibilities during absence or holidays.
• Relationship development and joint action planning with key manager and mid-level senior contacts within the Customer Commercial and Supply Chain teams.
• Ensure Customer insight is fed into the forecast process, working in partnership with CD to achieve this. Driving an improving trend in the Customer level forecast accuracy and bias.
• Accountable for strong forecasting performance delivery through the team of CCS and through strong partnership of CD and planning teams.
Order to Deliver
• Partner the CSP in exceptional circumstances to coordinate the response to significant service issues, supporting CCSs with messages to customers, helping to identify and solve root cause.
• Provide information & input to customer execution teams to inform short-term decision-making process.
Bill to Cash
• Understanding of the wider Order to Cash process and interactions between O2D and B2C.
Projects, Innovation & Capabilities
• Leads & supports key Customer Experience improvement programs across the customer group.
• Supports relevant internal and external stakeholders on technology, process or business changes across the customer group
• Provides guidance and support to Customer Experience, CD and other stakeholders on the feasibility and execution of initiatives.
• Point of escalation during the planning of exceptional events (NPD, Shippers, WIGIGs etc) to troubleshoot issues and ensure smooth delivery.
Continuous Improvement & Problem Solving
• Drive the agenda to enable Unilever to become the #1 Supplier, as measured by the Advantage Group Survey, including mastering what is important for your customer and how this translates into the specific questions asked within the survey.
• Building relationship across the Unilever organisation and working with multiple stakeholders to drive improvements in the overall customer experience.
• Be the main contact point for the Customer Development Account Controller within the Customer Operations team.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.
• Expected to work with planning teams to drive improved ways of working on forecasting, risk communication and event preparation.
• Building relationship across the Unilever organisation and working with multiple stakeholders to drive improvements in their customer’s overall experience.
• Become proficient in using structured problems solving methodologies ( Unilever Manufacturing System techniques / WCM), lead by example in the use of these methodologies across CO.
Customer & 3rd Party Communications & Relations
Customers
• Expected to visit customer offices and sites to develop face-to-face relationships and improved understanding of their issues and opportunities.
• Understand customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) to develop opportunities for improved performance.
• Develop the customer contact strategy with the CSM.
• Ensures the voice of the Customer is heard within Unilever and Genpact.
3rd Parties
• Expected to build a close working relationship with key 3rd party service suppliers ( Genpact as of 2024/25) to ensure performance in line with contractual agreements and collaboration on appropriate continuous improvement plans.
WHAT YOU NEED TO SUCCEED
Minimum Requirements
• A clear understanding of end-to-end Supply Chain operations, and data up and down the Supply Chain.
• Ability to partner and build trust with a range of stakeholders both internally and externally, using effective communication and influencing skills. Good adherence to standard processes.
• Is highly motivated to make the best contribution that they can and bring out the best in others. Able to flex their style, adjust messages and how they are delivered based on the audience and the situation. Demonstrates empathy, emotional intelligence and can make connections between different pieces of information. Has the ability to nurture and build talent.
• Is committed to constantly developing themselves, regularly evaluating their knowledge / skills gaps and taking action to continue to develop in these areas.
• Uses data to drive insight, quickly able to identify to identify problems, root causes, and solutions. Effective at prioritising these for maximum return on time spent.
• Good problem-solving skills and an ability to think logically.
• The ability to stay calm & focused in fast-paced situations.
• Embraces new technology, seeks to understand how it works in depth and leads for the use of standardised tools within their team.
• A customer-focused mindset, seeking to exceed their expectations where possible.
• Willing and able to travel to meet customers.
• Ability to manage time effectively and to plan workload.
• Strong communication and interpersonal skills.
Ideal Requirements
• Intermediate skillset in Microsoft Excel.
• Experience with SAP or other ERP software.
• Experience working with retail customers.
• Experience working in several areas across logistics, planning, factory or commercial.
• Understands the customer and Unilever P&L and how the end-to-end Order to Cash cycle operates. An understanding of basic financial / commercial measures and how supply chain roles can influence them.
• Ability to set a vision for others of how we can improve, and articulate why it is so important, so as to build motivation in the organisation to achieve the vision
• Reads the external context within the market and the pressures impacting our customers, using this to clearly articulate to others what the growth opportunities and risks are for Unilever and driving others to plan ahead.
KEY INTERACTIONS
• CD - Customer Account Managers & Customer Business Managers
• Customer Experience - Customer Collaboration Specialists, Stock Availability Specialists
• Order Fulfilment Specialists, Order Validation team, Process Control & Customer Experience Analysts
• Subject Matter Experts
• Senior Customer Contacts (ensuring your team is covering all key contacts within the Customer), Customer Development Leadership Team.
• Logistics Managers, Partner Organisations (, Genpact) Leadership Team,
• Customer Directors and Customer Business Managers,
• Planning Managers and Directors
• Customer Experience Director
• Other Customer Experience Managers.
NOTESLocationIn September 2020, Unilever announced the intention to build a new sustainable campus site in Kingston, London to house the employees who currently work in 100 Victoria Embankment in Blackfriars, Lever House in Kingston, Unilever House in Leatherhead and Graze in Richmond. We are creating our own Unilever sustainable, agile work environment, purposefully bringing us together in our own Unilever ecosystem. The campus is due to be completed in early 2025 and will consist of two interconnected buildings, as well as landscaped surrounding areas.
What We OfferNot only do we offer a competitive salary and pension scheme, we also offer an annual bonus, free gym, a discounted staff shop and shares. You’ll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all. Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, click here: Equity, Diversity & Inclusion
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How is Unilever tackling this?Many of Unilever’s recruitment sites publish a warning to candidates about recruitment fraud. The Cyber Security team also proactively scan for signs of people setting up fake Unilever sites and act to close them down.
What can I do?If you become aware of potential recruitment fraud, spot fake Unilever recruitment adverts or fake LinkedIn profiles, report them via Una Live Chat. Unilever does not accept responsibility or liability for any candidates who are financially impacted by recruitment fraud. Your vigilance is key!
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