TT & EX Customer Experience Manager, Job Opportunity at Unilever, South Africa

TT & EX Customer Experience Manager, Job Opportunity at Unilever, South Africa

Main Purpose Of Job

To be an exceptional Customer Experience Leader supporting the Traditional Trade and Export team. A partner who provides strategic direction from an end-to-end value chain optimization perspective. This role is designed to create an exceptional customer experience and strong foundational capability. Streamlining bottlenecks, developing an agile supply chain network, harnessing customer capabilities with internal UL capabilities both locally and globally.

The role is designed to create a holistic customer view of CX capabilities across a trade that lacks structure, to introduce I & A as the data source for decision making. To develop agile ways of working that support a leader mindset.

The role is internally and externally focused, where the incumbent will be required to ensure that customer voice is translated into strategic actions. They will be responsible to harmonize the functions across the traditional trade and exports. Building team capabilities focusing of soft and hard skills.

Southern Africa Supply Chain Partner for the business, ensuring that timing, risks, issues, resource requirements, etc. are dynamically managed across the network to land over Business strategy and Improved Customer Experience

Job Summary

  • Developing a CX mindset internally and externally
  • Leading SC JBP (Joint Business Planning) discussions with senior SC leaders in the customer space to facilitate joint supply chain optimization projects using delivery platforms to drive competitive advantage
  • Leading cost-to-serve analysis discussion within customer and internally to support business decision making through cross-functional collaboration with critical business stakeholders internally and externally
  • Ensures standardization of methodologies across the trades to achieve savings and bring down costs
  • Developing robust and dynamic tools by working with I & A team to create agile ways of working internally that support quick and fast decision making
  • Leading the discussion within the trade on CPFR (Collaborative, Planning, Forecasting and Replenishment) capabilities
  • Supporting the TT & Export trade in the lead-up to Q4 promotional peak: Includes customer readiness assessments and supporting stock reservation for customers.
  • Running pilots and POC’s (proof of concept) with customers who are keen to pilot new initiatives
  • Improving customer delivery delays through value chain analysis from order creation to delivery. De-Bottlenecking at a holistic view.
  • Unlocking new opportunities to improve CX through value chain analysis internally and externally as customer and UL evolve with current macro-economic conditions.
  • Business partner the Customer Development, Marketing and Finance Teams for Traditional Trade, Future Markets, ZZMM, BNLS
  • Manage Intercompany and 3rd party service provider invoices
  • Support the audit control process for the relevant markets
  • Lead the transition from off-invoice to on-invoice CPP from the SC side and simplify trading terms to be practically implementable and unlock efficiencies as well as driving the correct behaviors with customers to unlock mutual benefit to customers and Unilever.

Key Accountabilities

  • End to End value chain optimization in the respective trades
  • Using delivery platform optimization to gain a competitive advantage
  • Track distribution costs and working capital, use data and drive improvements is a harmonized fashion across accounts
  • Review suppliers and 3PL costs. Engage with procurement where revisions are needed.
  • Create standardized reports to highlight KPI deliverables & business targets.
  • Continuous improvements on ways of working. Recognize business inefficiencies and take corrective actions. Align on best business practices locally this with cross functional teams and globally
  • Leverage digital capabilities and adopt these into our business model
  • Business partner with Customer Development
  • Own the stock claim resolution where team requires support. RCA on claims to be facilitated through this team
  • Be the link between Integrated Planning, Customer Development and the Customer
  • Build team for sustainability in the long term through the development of functional SOPs to support tacit knowledge extraction
  • Distribution and Agents ownership cross border Southern Africa, Future Markets
  • Unilever Export Hub Supporting Africa , Europe, UI

To ensure that the Exports and long-term supply chain strategy is

  • scalable and flexible,
  • focuses on delivering superior customer experience while lowering costs
  • new business incorporation
  • Driving saving / efficiency initiatives
  • Creating sustainable processes within customer service space
  • Prepare the Customer Operations update for channel Top to Top’s & Quarterly reviews
  • Strong leadership capabilities to develop a strong self-sufficient team
  • Propagate a culture of inclusivity and learning

TT & EX Customer Experience Manager Job Vacancy at Unilever


Experience and qualifications required:

  • Preferred: Degree /Diploma: Supply Chain, BCOM Logistics / SC, Business Administration
  • Experience in Supply Chain, Customer Service / Experience, Project Management, high level analytics
  • At least 2 years’ experience within a customer service/Strategic/Planning role
  • Tools: Experience on SAP, Outlook, Microsoft Excel, Power BI

How to Apply:


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