Customer Service Director – Elida Beauty
Work Location - Battersea, London - UK
Job Type - Full Time
Who we are … we are Elida Beauty
Elida Beauty is a very exciting new beauty and personal care business within Unilever. We re-found iconic brands by remixing them for today’s generation, making them even bigger beauty hits than they were first time around. Our remixes democratize beauty, because we want everyone on the ‘beauty dance floor’ with our top-quality products at a great value.
Driven by our colleague’s creativity, agility and close connection with consumers, customers, and suppliers we are able to unleash the true potential of our loved brands with a fresh start. We ‘Re-Found’ them using a start-up mentality that always ‘finds a way’. Our ‘no silos’, one team approach drives both personal and business growth so that together we deliver outcomes that are music to the ears of consumers, customers, colleagues and the planet alike.
Your Role & Key Responsibilities
We are looking for an experienced customer service director who creates and leads a team with very strong growth mindset and a can-do culture of doing what it takes to win. We’re looking for someone who thrives in balancing brand, consumer, customers, with the ambition to deliver a substantial step up in profitable growth of the current perimeter.
As the Customer Service Director, you will play a crucial role developing Customer Service Strategy and execution. You will create the right Customer Relationship management, Joint Business Planning, new channels development and ensure that you are supporting the commercial strategy and vision with the right cost to serve model. Your first priority will be ensuring Excellent customer service to our customers.
There will be plenty of opportunities to work on new initiatives/experiments across supply chain as well as business functions as Elida evolves into bigger company
Your Key Responsibilities
Strategy Development & Execution
E2E design and execution of Customer Service Team Strategy for all the key customers in your market
Responsible of seamless Order to Cash process to ensure all customer requirements are fulfilled aligned with internal business plans
Defines and develops collaboration, Joint Business Plans and speedy issue resolution with Customers
Development & enhancement of business in digital channels like e-com, DtC
Team Management, Reporting and Continuous Improvement
Responsible to deliver excellent service to all our customers
Ensures Service Level reporting, loss reason assignment and continuous improvement
Manages a team of Customer Service Leads, Customer facing Leads , new business models/e-com lead with control tower support
Partnership & Collaboration
Collaborate with CD & Marketing teams to ensure seamless order management , joint business planning and new channel strategy
Works closely with Customer Service Iops lead for capability development, reporting and agility into Customer Service organisation
Partners with Warehousing and Logistics teams for delivery and logistics management into customer warehouses
Process & Technology Management
Ensure process hygiene and lead technology transformation where relevant
Bachelor’s Degree from an accredited college or university, preferably in business, finance or supply chain management.
7+ years of experience in Supply Chain (ideally across Plan, Service, Deliver)
Demonstrated analytical and conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills
Ability to multi-task, meet tight deadlines and work under pressure with autonomy
The ability to effectively lead and engage cross functional global teams and a willingness to take responsibility and accountability
Demonstrated self-starter with the ability to deliver results in a lean, agile organization and able to adapt to changing priorities
Understanding of key financials, P&L and cost to serve models
To ensure that your personal creativity helps to unlock our potential, we will upskill and reskill you. We will develop leading-edge digital marketing skills and best-in-class teamworking capabilities.
Most importantly, we will give you the autonomy to use them like a ‘founder’. We will help you to think like a CEO so that we all focus on delivering our Purpose and so you drive growth as you develop. Imagine how good we will feel when we see that our creativity reignites growth in the business because consumers embrace our new ideas.
Better for our consumers, better for the world and better for each of us
The way we manufacture, package and distribute our products will be better for everyone and for the planet. We will bring a new meaning to diversity and inclusion by providing access to beauty products that suit every kind of skin and hair.
Excited about the Role?
Please apply online. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application.
Connect with us
We’re always looking to connect with those who share an interest in a sustainable future.
Get in touch with Unilever PLC and specialist teams in our headquarters, or find contacts around the world.Contact us