Head of Customer Experience and Logistics, Vietnam

Unilever is currently hiring for Head of Customer Operations - Vietnam
Based in Ho Chi Minh City, Vietnam

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

Customer Operations

Customer Operations is the E2E “Run” engine of Unilever. Our scope encompasses Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Distribution, Customer Experience, Collections and Master Data. We aim to provide a Superior Customer Experience, operationalize the BGs/BUs business strategies & plans, and drive the digitization of our Value Chain.  

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 Service, Cost and Cash, with strong customer orientation, and data-driven mindset, then this role is just for you.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Superior Availability: Deliver World-Class Service and drive customer satisfaction (AGS #1).   Implement supply chain solutions in collaboration with customers and partnering with Customer Development teams to align logistics and service strategies with business goals.

Superior Value: Deliver excellent service while keeping a close eye on Logistics Cost, and drive logistics savings to drive CPT reduction.  Deliver Cash targets in terms of Total Debtors / AR and overdues (absolute and %).

Superior Execution: Drive digital transformation through completion of the iOPS program, land EDGE (Every Day Great Execution), and develop right partnerships with customers.

Winning Team: Create DigiOps talents, develop capability programs to upskill CX, Log and O2C, and improve Univoice Scores (especially Culture Index)

Safety, Security and Sustainability: Drive the right programs to ensure safety in warehouse and transport operations.  Ensure proper controls across order to cash process.  Reduce carbon footprint in our transport operations.

Experiences & Qualifications

• Bachelor’s degree in Supply Chain, Engineering, or Business/Management

• Minimum 15 years of experience working in Supply Chain management, Engineering, Customer Management or Finance

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

• Experience in 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.

Skills

• Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively.

• Execution-driven - able to translate vision into reality 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

• 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. 

• 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 (Customers, CD, BUs)

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.

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.