UFS ID CX Manager

Job Title : UFS ID CX Manager

Location : Grha Unilever

About Unilever Food Solutions

At Unilever Foods, we are both Food Lovers and Growth Hunters—two sides of the same powerful identity. As Food Lovers, we explore tastes, trends and cuisines to create products that bring joy to everyday life. As Growth Hunters, we relentlessly chase new opportunities, push boundaries, and hold one another accountable to deliver excellence. If you’re energized by growth, fueled by curiosity, and excited to shape food people truly love, this is where you belong

Main purpose of the job:

The role is the Assit Manager of FS CX (Customer Experience), and the main objective is to build a future fit competitive advantage for the total CD function and operations, by continuously deploying tech/data at scale to improve customer experience and lower costs, while to drive the conversion.

This role will be reporting to UFS ID Business Development Lead and work closely with CD IT, CD Capability, business analyst and CD strategy and planning.

Main Accountabilities :

Design and Operationalize CXD Scalable End-to-End Model

• Support BD Lead on CX strategy of UFS ID, adapted from global CX strategy, partnering with UFS SEA CX lead and CX regional hub.

• Collaborate cross-functionally to design and implement a CXD strategy tailored for UFS ID. Ensure the strategy leverages data, automation, and personalization to drive customer engagement and deliver measurable business value, including revenue growth and improved conversion rates.

• Build a robust operating model that supports the full customer journey—from awareness to purchase—focusing on high-potential SKUs. Ensure the model is scalable across regions and adaptable to changing market dynamics, with clear KPIs and feedback loops.

Implement Roadmapping with IT/Data Team

• Work with local CD IT and partner with CXD regional hub to translate the CXD strategy into a phased technology implementation roadmap. Prioritize platforms and tools that enhance customer experience, enable data-driven decision-making, and support agile experimentation.

Drive Customer Experience Innovation through Design and Experimentation

• Lead allocated part of the customer experience design and experimentation team to continuously test, learn, and optimize digital touchpoints. Use insights from A/B testing, user feedback, and behavioral analytics to refine journeys and improve satisfaction.

Strengthen Sales Capability through Digital Enablement

• Introduce digital tools and training programs that enhance sales team productivity and effectiveness. Foster a culture of data literacy and digital fluency, enabling sales teams to better understand customer needs and tailor their approach.

Monitor and Report on CXD Transformation KPIs

• Establish a dashboard of key metrics to track progress, identify bottlenecks, and communicate impact to senior leadership. Use insights to iterate strategy and continuously improve execution.

Highlights for the role:

• CXD strategy & scalability

• End-to-end customer journey

• Technology and data roadmap

• Design & experimentation

• Digital sales enablement

• Cross-functional collaboration

• KPI tracking & iteration

We’re looking for passionate, business-minded talents who are excited about food and ready to roll up their sleeves, challenge the status quo, and grow alongside the business. A strong foundation and proven track record in driving customer experience or scaling SaaS platforms is essential.

• Entrepreneurial mindset – Think and act like a founder.

• Passion for shaping the future of business operations.

• Curious, impact-driven, and eager to learn.

• Strong fundamentals in sales operations, especially in leveraging technology to drive SaaS platform growth and efficiency.

• Data-driven decision-making – Proven ability to use metrics to measure performance and identify areas for improvement.

• 5+ years of experience in one or more of the following areas:

  • Foodservice field sales and sales strategy & planning, or digital transformation in operation.

  • Business strategy or transformation roles in B2B industries (e.g., telecom, SaaS, banking).

  • Management consulting with a focus on tech-driven B2B clients.

• Willingness to travel up to 25% to engage with customers and local sales teams across the market.

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.