Customer Experience Manager
il y a 1 semaine
Reporting to: Customer Operations Director
About us:
Unilever is one of the world’s largest Fast Moving Consumer Goods (FMCG) businesses, with interest across Personal Care, Homecare, Refreshment and Foods product categories. We reach 2 billion consumers a day. It has 161,000 employees. We make products that people love - and that make a difference. Nutritious foods. Household care essentials. Indulgent ice creams. Refreshing teas. Luxurious shampoos. Affordable, disease-combating soapsand many more. In fact, we make around 400 much-loved brands including global brands such as Knorr & Dove, but also local brand such as Zwan and Sunlight and of course our products of the Vegetarian Butcher. Shoppers buy them in more than 190 countries. That means you’ll find at least one of our products in seven out of ten households on the planet. And we want every one of those products to make a positive impact on the lives of the people who buy them.
We want our business to flourish, and we know that our success depends on others flourishing around us. That’s why our purpose is to make sustainable living commonplace, and why sustainable, long-term growth is at the heart of our business model. At Unilever, we share one simple purpose: To make sustainable living commonplace. Through our powerhouse brands such as Dove, Axe and Magnum, we are creating a bright future for our business and our planet - And you can be part of it.
Purpose of Role
The role is to ensure customer satisfaction through proactive communication and collaboration by evaluating the customer experience from ordering, delivery and invoicing. The purpose of this role is not to manage day-to-day operations, but to monitor and gather information to influence internal and customer policy to improve process efficiency.
Accountabilities:
- Accountable for the order to cash process, the Cost-to-Serve model with the customers and the service level
- Understanding the needs & the KPI’s of your retail customers through regular reviews/calls/meetings, initiating the resulting strategies/ actions to improve the service level and the customer satisfaction
- Managing the VMI team (Carrefour, Delhaize) and providing them with the necessary data (forward risks, allocations, out of stock...) to ensure optimal supply and On Shelf Availabity
- Improvement in long-term customer service metrics and processes
- Continuous improvement and follow up of the logistics trade terms and the Efficient Operations model for customers, in collaboration with the Sales Directors
- Point of contact for operational escalation to enable targeted interventions
**Responsibilities**:
- Optimisation of customer business processes, such as ordering behaviour (cost to serve optimisation), by independently initiating and managing improvement measures and projects with customers and internal experts
- Evaluate the efficiency and logistics costs arising from ordering behaviour and initiate and execute improvement actions.
- Provide information to the customer in terms of operational performance based on data analysis and propose a new or revised policy to the customer.
- Manage recalls (control/support communication and cost tracking)
- Monitor operating parameters - ensure day-to-day operations are effective and efficient with a focus on continuous improvement.
- Accountable for driving the joint SC agenda with CD: Direct sparring partner for the Sales Directors and the key account managers.
- Strong collaboration with the Logistic Manager Belgium (to support the joint logistics agenda with the customers and drive the ZBB program) and with the Planning Managers (to provide the necessary customer information for optimal planning)
- Ensuring the daily operations when business continuity plans are activated (e.g. IT system failure)
Direct Reports:
- 1 Customer Facing Agent
- 3 Customer Facing Specialist
- 2 VMI planners & 1 Lead of VMI operations
About you:
- Purpose & Service - Works from purpose for the good of others
- Personal Mastery - Always brings their best self
- Agility - Constantly curious & courageous
- Business Acumen - Generate value in Channels & Customers
- Talent Catalyst - Develops & magnifies the power of people
- Consumer Love - Creates better futures for our consumers everyday
- Passion for High Performance - Inspires the energy needed to win and grow
**Requirements**:
- Master’s degree
- At least 3 years of relevant experience
- Experience leading a team
- Analytic, natural born communicator and problem solver
- Time management and priority setting skills
- Knowledge and experience in Supply Chain &/or CD
- Knowledge of retail customers in Belgium
- Good knowledge of Dutch, French & English
- Good knowledge of Excel, PowerPoint
- Knowledge of SAP is a plus
EXCITED ABOUT THE ROLE?
We look forward to meeting you
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