Customer Operations Performance Delivery Lead – Customer Development

Role Title: Customer Operations Performance Delivery Lead – Customer Development

Scope: Customer Development - Regional (Greater Asia, Indonesia, APAC)

Location: Manila

Terms & Conditions: Full-Time

Global Customer Hubs

The Global Customer Hubs is the solutions partner of Customer Operations and Customer Development for the E2E “run” operations of Unilever. We partner with these business functions to deliver speed, agility, and efficiency in Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Bill-to-Cash, Master Data, and Reports. The Global Customer Hubs team reimagine processes end to end, elevating them into global hubs empowered with technology, and run by industry leading partners. We deliver superior customer experience and perceived frictionless operations, while releasing capacity in markets to focus on generating and fulfilling demand, powered by digital and AI. The hubs are a critical enabler for growth by reducing complexity, releasing capacity, and unleashing technology in operations. 

We aim to become the Industry-First E2E Value Network Operation that Drives Superior Customer Experiences to enable Growth. We do this through Digital Technology, Artificial Intelligence, strong partnerships, and Future-Fit People.

JOB PURPOSE

Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are passionate about leading transformation through digital, hubs, and standardization of processes in end to end operations, then this role is just for you.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

The Customer Operations Performance Delivery Lead – Customer Development will be the focal point in ensuring that processes owned by the hub are executed effectively and efficiently across the entire end-to-end operations for Promotional Planning & Execution. This role is pivotal in maintaining operational excellence and driving continuous improvement.  This includes the creation and enhancement of future operational capabilities and capacity in collaboration with our strategic partners. The goal is to deliver superior support to business units and markets, ensuring that the hub not only meets current demands but is also well-prepared for future challenges and opportunities.

Deliver value through operational excellence

• Accountable for ensuring day to day operations is delivered with super experience by the hub for the market. Drive KPIs/SLAs and evaluate for any additions/ changes with changing business requirements
• Accountable for a robust and fully functioning governance model between market, hub, and product/capabilities teams. Holding the cross-functional team accountable for the role they play in bringing the design to life. This includes ensuring rigorous GFCF and operational controls, and an effective BCP is in place in the hub operations.
• Accountable for ensuring operations is on its path toward world class level of productivity through continuous improvement. This includes delivery of the committed hub efficiencies, ensuring actual FTE in operations matches what is in the contractual price workbooks.   
• Work closely with the hub to drive insights into actionable strategies and foster a culture of continuous learning and improvement. This role is pivotal in unlocking value through leveraging data analytics to derive meaningful insights, which will inform decision-making processes and optimize operations.

Enable growth through standardization and digital transformation

• Leverage global scale of operations by driving standardization of operations as per the global process model, working closely with the markets and hubs.
• Drive maximum adoption of technology – both in terms of breadth of application across different scenarios / use cases, and depth of usage (i.e. level of no touch operations). This requires coordination and collaboration with the market, hub, and product & capabilities teams.
• Develop the hub into a solutions partner providing decision support through analytics and insights

Build a winning team

• Lead a partner development program to ensure hubs have the right capabilities to deliver superior experience and a winning operation
• Lead one or more initiative to improve Univoice Scores
• Actively participate in the global network of hubs

Finally, and critically, as the lynchpin for customer hubs, this role is accountable for operating, developing and sustaining a high performing team to deliver across the key areas of responsibility.  The person must establish a deep understanding of the customer hubs model and bring it to life through a high level of business intimacy with the market process owners.

Experiences & Qualifications

• Bachelor’s  degree in Supply Chain, Engineering, or Business/Management
• Hands-on operational experience in CD Trade Promotions Management with good technical understanding of the tool’s functionality and business understanding of promotions.
• Experience in delivering day to day operations and transformation for one or more of the process streams in scope - Promotional Planning & Execution
• Project management experience handling integrated tools from design phase to user acceptance testing, end user testing and driving change management to ensure smooth go live of tools and its improvements
• Experience in driving standardization, digital adoption, and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage.
• 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.

Skills

• 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 / inteventions
• Highly influential 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 promo planning process with the local business. 
• Excellent people management and relationship skills
• 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

• 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. You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.

SKILLS & EXPERIENCE YOU SHOULD HAVE

• Systematic and strategic thinking, being able to consider longer term implications for the business, society, and ecosystems. A deep understanding of the business and levers to pull, engaging others to prioritize and pursue opportunities that deliver significant growth for Unilever and have a positive impact on the world.
• An owner’s mindset, being able to use financial acumen, data, and insights to inform thinking that both makes the complex simple for others, creates a sense of urgency with a business edge and can show how those insights have created impact and delivered business value.
• Leading and landing transformative change, comfortable experimenting with new approaches, pushing themselves and others to achieve outstanding outcomes.
• A talent catalyst – can show how they have created an inclusive climate, empowering their teams and their business partners to be their best, building talent intimacy and successful teams and building trust and respect with business leaders.
• Performance coaching – you will have delivered team and personal feedback in a way that grows individuals and helps the business perform better.
• Business Acumen – working so closely with the full business unit, it’s critical you are fluent with the P&L of Unilever, and particularly the customer and marketing investment models.
• People Leadership – you will know how to identify and nurture talent, you’ll be able to give tough performance feedback, but also great developmental tasks and assignments.

We highly encourage applicants to exclude information on age, gender, and school/s in view of Equity, Diversity, and Inclusion. Unilever assesses candidates based on skills, performance, experience and leadership.

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.