Customer Operations Leader

Customer Operations Leader (COL)

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 and 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 (e.g. 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 (i.e. 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.
• 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.
• 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 (e.g., Genpact) Leadership Team,
• Customer Directors and Customer Business Managers,
• Planning Managers and Directors,
• Customer Experience Director,
• Other Customer Experience Managers.