Customer Experience Assistant Manager
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Key skills for this role
About the Role
Unilever is looking for 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 and drive continuous improvement strategies
- Act as point of contact for operational escalations and service delivery interventions
- Analyse Customer Case Fill on Time (CCFOT) performance and identify root causes for service gaps
- Lead collaboration projects with customers to improve service delivery and efficiency
- Lead S&OE meetings with customers to align on operational priorities
- Drive 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
- Initiate collaborative programs with customers focused on Safety, Quality, and Operational Excellence
- Manage and lead order processing team to ensure orders are fully processed and delivered
- Manage UAE stock movement and transfers aligned with customer demand
- Optimize customer related iOPS processes and integrate new customers/channels
Requirements
- Experience in customer service or supply chain operations
- Strong analytical and data interpretation skills
- Excellent communication and stakeholder management abilities
- Knowledge of iOPS processes and CCFOT analysis
Full Job Posting
Job Purpose
- Ensure customer satisfaction through proactive communication and collaboration.
- Assess customer experience from ordering to delivery.
- Monitor, analyse, and influence internal and customer policies to elevate process efficiency and service quality.
- Covers UAE channels: Modern Trade, General Trade, and Digital Commerce.
- Face to face meetings with customers are a key aspect of this role.
Key Responsibilities
- Understand retail customer needs through internal reviews and support strategies with proactive actions.
- Act as point of contact for operational escalations beyond guardrails and service delivery.
- Drive long term improvements in customer service metrics.
- Analyse CCFOT performance and identify root causes for service level gaps.
- Lead collaboration projects with customers to improve service delivery and streamline operations.
- Lead S&OE meetings with customers to align on operational priorities.
- Drive 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.
- Initiate collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
- Liaise with cross functional teams for seamless execution and issue resolution.
- Manage and lead order processing team to ensure orders are fully processed and delivered.
Required Qualifications
- Business Acumen: iOPS Process Model, Operational Procedures, Cross Functional Knowledge.
- Technical & Analytical Skills: Data Analytics, Process Optimization, Digital Tools, CCFOT Analysis, E2E Supply Chain knowledge.
- Soft Skills: Stakeholder Management, Communication, Negotiation, Problem Solving, Customer Centric Mindset, Bias for Action, Collaboration, Project Leadership.
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