Head of LATAM Customer Hub

PURPOSE OF THE ROLE

​​The Customer Hub Lead is the focal point for ensuring excellence in the delivery of the hub and the creation of future operational capabilities & capacity with ourstrategic Partners to deliver to business units and markets across the LATAM region.The role leads the interaction between the market and the hubs in LATAM, while interaction with global teams to drive harmonization, scale and cross fertilization across global operations. The hub leader also designs the future of the hub when it comes to new scopes, new capabilities and new technologies. A strong combination between Performing & Transforming.​

MAIN RESPONSIBILITIES 

This role acts as the custodian of the future transformation journey with our Strategic Partners, transforming the processes which are transitioned per market to consistent and scaled efficient operations for all markets in line with our blueprint and strategy. This includes:

• Assuring excellence in Service Delivery to the businesses from our strategic 3rd Party Partner measured by delivery vs. key performance metrics.

• Accountability for timely deployments of the relevant planned transformations.

• Managing commercial and contractual relationship with the partner.

• Ensuring Control frameworks are rigorously adhered to across the whole system (and operationally improved).

• Be an active player in the global development of the current and future capabilities.

• Acting as a global functional lead across all hubs for an assigned domain.

You will play a key role in connecting with the Product Owners (Process, Digital & Technology), ensuring adherence to the operating modeland also driving out future model updates at pace and scale across LATAM markets.

Finally, and critically, you will be accountable for identifying, developing and sustaining a high performing team who establish a deep understanding of the model and bring it to life expertly through a high level of business intimacy with the markets/areas that they support.

EXPERIENCES & QUALIFICATIONS

• Bachelor’s degree in supply chain, engineering, or business/management

• Minimum 10 years of experience working in Supply Chain management, Order to Cash, or CD Operations

• Experience in delivering day to day operations and transformation for one or more of the process streams in scope - Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Collections, Master Data.

• Experience in working with and delivering through strategic partners, knows how to leverage the relationship and commercial contract to maximize value for Unilever

• Proven experience in complex transformation programs/change management and setting up new capabilities.

• Proven business/financial acumen, prior experience managing a large operational business unit

• Experience in driving standardization, digital adoption, and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage.

SKILLS

• Highly influential leader with strong business acumen who can engage well at all levels in the organization. Highly tuned ability to spot new business opportunities for Unilever to grow or reduce costs, and good understanding of end-to-end process with the local business.

• Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively. Able to cut across functions and teams end to end to solve problems and deliver results.

• Execution-driven - able to translate vision into reality and hold the cross functional team accountable in order to deliver results across the ecosystem.

• Solutions mindset - focusing more on solutions instead of problems, able to identify root causes and drive the right actions / interventions

• Ability to develop and lead a high performing team

• Excellent communication and collaboration skills - ability to collaborate effectively with peers and stakeholders, can drive robust working relationships with different stakeholders (CD, Customer Operations, Global product & capabilities teams)

LEADERSHIP BEHAVIOURS

The Head of Latam Customer Hubs is the idea role to show, exercise, use and develop the key new cultural elements of Unilever, as summarized below. It is a high visible role for a person who wants to step change in leadership and development, opening door to many different career paths in Unilever.

• Care Deeply: Cares deeply about how customers experience our brands every day, everywhere; about our people’s growth and development and our impact on the planet. Cares about our performance, to a point where it hurts when we don’t win.

• Focus On What Counts: Ruthlessly prioritizes what really, really matters, and allowing us to do better on fewer things. We set clear and stretching goals and recognise maximum performance impact.

• Stay Three Steps Ahead: Thinks boldly and creatively to make breakthroughs in performance. We are always curious and confident ─anticipating and staying ahead of customer needs and external trends to beat the competition.

• Deliver with Excellence: Delivers everything we do with excellence and pace. We take personal ownership and hold each other to account – always finding a way to do what we’ve said we will do.

• Talent Catalyst: Invests in people – coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best. You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.