Customer Experience Assistant Manager
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Key skills for this role
About the Role
Unilever is hiring a Customer Experience Assistant Manager to ensure customer satisfaction through proactive communication and collaboration, assessing the customer experience from ordering to delivery.
Key Skills for This Role
Responsibilities
- Understand retail customer needs through internal reviews and support strategies with proactive actions for continuous improvement
- Act as point of contact for operational escalations beyond guardrails and service delivery
- Drive long term improvements in customer service metrics
- Analyse Customer Case Fill on Time (CCFOT) performance and identify root causes for service level gaps
- Lead collaboration projects with customers to improve service delivery
- Lead S&OE meetings with customers to align on operational priorities and resolve supply demand issues
- Drive and lead collaborative forecasting with customers to improve forecast accuracy
- Partner with CBD team to resolve service gaps and support joint business planning
- Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness
- Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence
- Liaise with cross functional teams (Supply Chain, Finance, CD, Quality) to ensure seamless execution
- Manage and lead order processing team to ensure all customer orders are fully processed and delivered
Requirements
- Business acumen including iOPS Process Model, Operational Procedures, Cross Functional Knowledge
- Technical & analytical skills: Data Analytics, Process Optimization, Digital Tools, CCFOT and Service Level Analysis, E2E Supply Chain knowledge
- Soft skills: Stakeholder Management, Communication and Negotiation, Problem Solving, Customer Centric Mindset, Bias for Action, Collaboration and Project Leadership
Full Job Posting
Job Purpose
- This role exists to ensure customer satisfaction through proactive communication and collaboration by assessing the customer experience from ordering to delivery.
- This role covers UAE and is responsible for all channels: Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM).
- Face to face meetings with customers are a key and essential aspect of this role.
Key Responsibilities
- Understand retail customer needs through internal reviews and support resulting strategies with proactive actions for continuous improvement.
- Act as the point of contact for operational escalations beyond guardrails and service delivery, enabling targeted interventions.
- Drive long term improvements in customer service metrics.
- Analyse Customer Case Fill on Time (CCFOT) performance and identify root causes for service level gaps.
- Lead collaboration projects with customers to improve service delivery, streamline operations, and enhance mutual efficiency.
- Lead S&OE meetings with customers to align on operational priorities and resolve supply demand issues.
- Drive and lead collaborative forecasting with customers to improve forecast accuracy and reduce service losses.
- Partner with CBD team to resolve service gaps and support joint business planning.
- Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness.
- Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
- Liaise with cross functional teams (e.g., Supply Chain, Finance, CD, Quality) to ensure seamless execution and issue resolution.
- Manage and lead order processing team to ensure all customer orders are fully processed, correctly allocated, and followed through until final delivery.
Required Qualifications
- Business Acumen: iOPS Process Model, Operational Procedures, Cross Functional Knowledge
- Technical & Analytical Skills: Data Analytics and Insight Generation, Process Optimization, Digital Tools and Dashboards, CCFOT and Service Level Analysis, E2E Supply Chain knowledge
- Soft Skills: Stakeholder Management, Communication and Negotiation, Problem Solving, Customer Centric Mindset, Bias for Action and Simplification, Collaboration and Project Leadership
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