Customer Experience Lead

Unilever is currently hiring for Customer Experience Lead

Reports to: Customer Experience Manager

Scope: Local

Location: Unilever La Lucia Ridge

Terms & Conditions:  Full time/Onsite

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

The role focuses on delivering high customer satisfaction by proactively managing and assessing the end-to-end customer experience, while generating insights to influence internal and customer policies that improve efficiency, cost, service, and cash outcomes. Each CX lead manages customer-specific portfolios across HC, PC, and Foods, ensuring SLA delivery and key performance metrics through effective team management, process simplification, automation, and joint business planning.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Understanding the needs of the retail customers through internal reviews and supporting the resulting strategies through proactively initiating actions for continuous improvement 
• Point of contact for supply chain operational escalation to enable targeted interventions. 
• Manage the relationship with key senior stakeholders within the customer’s organization as well as the relationship internally between customer operations and CD. 
• Improvement in long term customer service metrics (Dispatch Rate, claims completion times, Approval / Rejected ratios for various processes, no of escalations and time spent on escalations) 
• Improvement in customer collaboration through various service forums such as Top to Top’s, quarterly supply chain reviews, weekly vendor collaboration meetings
• Optimizing of customer-related processes such as delivery routes, ordering behavior (cost to serve optimization) by independently initiating and managing improvement measures and projects with customers and internal experts. 
• Create SC Joint Business plans for respective customers highlighting collaborative opportunities.  
• Integrating new customers and channels into existing processes in close alignment with CD 
• Evaluating logistics efficiency and cost deriving from ordering behavior and initiating and executing improvement actions 
• Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer, which includes presenting these findings in several collaborative forums. 
• Monitors operating metric - overseeing a team that manages the day to day is running effectively and efficiently with primary focus being on continuous improvement 
• Managing recalls (control/support for shipping communication, monitoring of quantities & costs 
• Change notifications (dispatch and communication to customers) at e.g., prices or material master 
• Strategically partner CD team to join as one “face” to customer.

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

• Degree in SC, Logistics, Finance, Engieering and any other related qualifications

Skills

• Stakeholder management 
• Analytical skills 
• Communication skills 
• People Management 

KEY INTERFACES:

• Customer  
• Demand Operations Manager 
• Account manager  
• Demand / Supply Planners  
• Customer Facing Specialist 
• Claims Specialist 
• Fulfil Team Lead  
• Contract-to-Cash Team Lead 

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

• Critical SOL (Standards of Leadership) Behaviors
  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever is an equal opportunities employer and committed to diversity and inclusivity in the workplace.  We are intentional in employing the best talent that reflects the demographics of our country and which will help build representation of currently under-represented groups. We therefore invite applications from all candidates representing diversity of age, sex, disability, sexual orientation, race, religion or belief. When appointing potential candidates, the South African Employment Equity and Broad Based Black Economic Empowerment Legislation will be considered.  

We are required by law to verify your ability to work lawfully in South Africa. If you are applying as a foreign national, please note that you may be requested to provide supporting documents supporting this.

This is an office-based role in Durban (La Lucia Ridge) and requires 100% of time attendance on site.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.