Operator Experience & Digital Marketing Manager

Location: Ho Chi Minh

Function: Unilever Food Solutions Marketing

Report to: Country Marketing Manager

At Unilever Food Solutions, our purpose is to Free Chefs to love what they do.  We work with Hotels, Restaurants, Caterers, Cafeteria to create exciting menus that are good for diners, and good for the planet.  Our brands include Knorr, Best Foods and Lady Choice— trusted and used by chefs and F&B operators every day.

We’re searching for an Operator Experience Lead to own and champion the customer experience of our priority customer segments.  Using data and insight you will design the overall experience strategy and develop and execute the right journey and solutions—channel basket, services, campaigns and content-- to the right customer at the right time, in the right place.

You will lead cross-functional collaboration to deliver high-quality, personalized customer interactions in each step of the journey, to achieve customer happiness and satisfaction with UFS and our brands.

Main Accountabilities

CUSTOMER INSIGHT AND STRATEGY

• Initiate communication Campaign that holistically reach and engage our targets based on insight discovery
• Develops multi touchpoint journeys Online to Offline that help UFS attract, engage, convert and retain customers
• Designs optimal processes to support the journeys.
• Lead brand credibility and image, build Diner Trends and Food Trends based on global mega trend and local research
• Identify Growth Insight & Opportunity which lead to Transformation actions
• Build and give clear point of view from analyses as well as the outcome of research study to drive recommendation to key stakeholders
• Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment
• Define O2O key marketing activities with objectives, KPI and details.
• Supervision and lead integrated online to offline executions.

EXECUTION, MONITORING AND OPTIMIZATION

• Executes, tracks, and optimizes all aspects of CX:
  • Deploy and amplify product innovation + brand activation / campaigns + services
  • Curate and deploy relevant always-on content
  • Manage UX and SEO of touchpoints and platforms
  • Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization. 
• Set Digital Selling framework and drive from lead generation, scoring and management through to sale to help marketing and sales teams work smarter and faster
• Continuously reports & optimizes journeys whilst providing insights and recommended actions to the teams that impact the journeys (i.e. marketing, sales, tele-sales, customer care).
• Conducts monthly/quarterly review to include competitiveprice monitoring, trends & insights scanning and sales performance analysis, to optimize performance and meet business targets
• Keeps connected with F&B industry trends relevant to the target segment
• Manages the budget to achieve CX and growth ambitions
• Manages marketing routine tasks and other assigned tasks

TEAM COLLABORATION AND LEADERSHIP

• Work with cross-functional teams (Category Marketing, Trade Marketing, Chefs, Business excellent, Sales, Sales Operations) to deliver high quality, personalized interactions at each step of customer journey
• Ensures strong collaboration and co-ownership of the CX within the teams
• Champions Customer-Centricity throughout the organization
• Provide timely coach and develop team member

Requirements:

• 5+ years of brand management, digital experience.
• Strong business acumen with sense of data
• High level of project management
• Project conceptualization and execution
• Budget management
• Brand Activation
• Media planning
• Agencies management
• Highly self-motivated and self-starter
• Customer-love: data savvy, passion to make customers’ lives better
• Food and Out-of-home
• Building high-performing and sustainable businesses
• Experience in brand building, communication campaign management, media buying, performance marketing is a plus
• Marketing strategy development Online to Offline
• Execution, monitoring and optimization with strong ability to prioritize and meet deadlines
• Analysis research and point out key insights for brand growth, innovation, and activity
• Agility in a complex organization
• Data and insight analysis
• Team collaboration catalyst - harness the collective energy, collaborate within teams

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.