Ice Cream Customer Service and Logistics Director, North America

Background & Purpose of the Job

The Customer Service and Logistics Director NA IC leads all aspects of our Customer service operations and logistics in IC North America with a Turnover of 2.5 billion USD. The role  will be responsible for delivering world-class service to our customers, ensuring efficient and cost-effective logistics solutions in place for today and tomorrow. This role requires a strategic thinker with a strong background in integrating various parts of Supply Chain Logistics, Factories, Planning and beyond supply chain such as O-2-C to deliver superior service and cost. 

Who You Are & What You’ll Do

Deliver World-Class Service: Lead initiatives to improve service levels from 96% to 98%, ensure exceptional customer satisfaction and performance in customer surveys, develop and implement innovative supply chain solutions in collaboration with customers, partner with Customer Development Teams to align logistics and service strategies with business goals. Coordinate and Collaborate for Superior Service: Coordinate with wider customer operations, including Order-to-Cash (O2C) operations and global service centers, ensure SLA’s reflect NA IC BU Service requirements, and O2C remain integral part of the business, make sure order processing in sync with Warehousing and transportation plans. Deliver Best in Class Logistics: Manage the Unilever North America Frozen warehousing and transport network with an annual spend of 300 million USD, optimize the cost to serve, aiming to reduce logistics costs from 11% to 8% as of Turnover by 2028, manage the performance of service providers, ensure high standards of service and compliance with contractual agreements, ensure warehouse network design, address business growth needs with multi-year masterplans, anticipate capacity requirements within the season and year-on-year, ensure the logistics network can handle peak demands and growth, deliver excellence in logistics operations and execution, continuously automate warehouse, deploy technologies, lead repacking operations. Deliver Superior Products. Focus on Logistics Quality to minimize damages, improve the cold chain, enhance pallet quality, and ensure compliant flows throughout the network. Deliver Superior Experiences. Be the Employer of Choice for our team by attracting, retaining, and developing our logistics team.  Be the Shipper of Choice and create purposeful partnerships with our 3PL providers. Inspire a People First Culture. Raise the floor and the ceiling on Unilever’s People First culture.  Lead and support career development, training, mentoring, and appreciation initiatives. Lead with Safety, Sustainability, and Technology. Preserve core values of Safety (everyone, everywhere, everyday), develop and implement strategies to decarbonize the logistics network. Promote sustainable practices and reduce the environmental impact of logistics operations sustainable logistics networks that drive toward carbon positive, and a technology mindset to experiment and learn.

Key Metrics for Success:

Customer Service Levels: DR, OTIF, OSA, AGS Ranking

Logistics Cost: Warehousing, Transport Costs as of T/O

SHE: TRFR, Logistics Emissions% Reduction

You’re a visionary: Bringing innovative solutions to complex business challenges and helping customers, teams, and business units understand what is possible through Unilever’s logistics network

You make it happen!  You are accountable, you dive deep into challenges, you keep your focus on results, and you effectively collaborate to get the job done.

You’re a collaborative connector: Working across key business stakeholders to identify and action business issues / opportunities.

You love to win and have fun doing it: Make a big business impact by driving growth and efficiency for Unilever through innovative logistics solutions.  Make Logistics and Customer Operations a fun place to work by growing and accelerating careers.

You’re a storyteller: Translate complex and disparate datasets to insights in a way that is simple for business teams to understand and apply

You’re a culture & change champion: Inspire a new generation of logistics leaders across the business.  Imbed a winning People First culture into Unilever’s Customer Operations teams.

What You’ll Need To Succeed

Education & Experience:

• Bachelor’s degree in Logistics, Supply Chain, Business or Engineering
• MBA or MS in Customer Service, O2C, Logistics, Engineering or Supply Chain Preferred
• Minimum 10 years of experience working in Customer Service, logistics, supply chain management, or engineering
• Proven business/financial acumen, prior experience managing a large operational business unit
• Highly influential leader with strong business acumen who can engage well at all levels in the organization - should have robust working relationships with Business Units, Business Operations, and other functional leaders
• Experience driving technology and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage
• Proven experience in complex transformation programs/change management and setting up new capabilities.
• Continually maintaining market intelligence – staying updated on industry changes, driving benchmarking, and understanding best practice
• Strong business system skills including experience in the implementation and operation of ERP, TMS, and WMS systems, and other Digitalization Capabilities.
• Proven ability to meet deadlines in a fast-paced changing environment.
• Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively
• Excellent people management and relationship skills
• Excellent communication and collaboration skills - ability to collaborate effectively with peers and stakeholders

Pay: The pay range for this position is $210,600 to $421,200. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents

What We Can Offer You

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach | Unilever: Life | LinkedIn | Strategy | Unilever | Why work for Unilever | Careers at Unilever |Unilever Global Website | Check Out Our Space

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Unilever is an organization committed to diversity and inclusion 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other characteristic protected by local, state, or federal law and will not be discriminated against on the basis of disability. 

For more information about your Federal rights, please see Know Your Rights: Workplace Discrimination isIllegal and Pay Transparency Non discrimination Provision.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at NA.Accommodations@unilever.com. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.