We’re searching for an Operator Experience Manager to own and champion the customer experience of our priority customer segments. Using data and insight you will design the overall CRM and 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.
CUSTOMER INSIGHT AND STRATEGY
Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment
Develops multi touchpoint journeys that help UFS attract, engage and retain customers
Designs optimal processes to support the journeys.
CRM 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;Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization.
Drives lead generation, lead nurturing, 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, telesales, customer care).
Conducts monthly/quarterly review to include competitive price monitoring, trends 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
TEAM COLLABORATION AND LEADERSHIP
Leads cross-functional teams (Data, Business Tech, Sales, Trade Marketing, Category Marketing, 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
Experience in Brand, Digital marketing, and CRM
Data analysis, creative problem solving
Project conceptualization and execution
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.
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