Customer Operations Manager

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.

CATEGORY/FUNCTION INTRODUCTION

CD Learning Academy - Skills / Capabilities Plan and Delivery of training plans for field and 3P sales teams Developing sales incentives plan and execution Sales Technology / CD IT- flawless information systems Analytics, Scorecards - CD KPI’s – Tracking and Reporting Sales iQ design & deployment Sales compliance (policies/ procedures), Asset performance & tracking (vehicles, cabinets) Coordinating and Owning – CD sustainability and Projects.

JOB PURPOSE

Governance within CD organization with strong focus on building long term capabilities while managing daily operational efficiency. CD Excellence is responsible for a smooth and cost-effective operation between the company, customers, and specific third parties. The key challenge of the role is to develop consistency and coherence in the day-today operation of the CD organization, thus enabling account, field and customer marketing teams to focus on core selling roles

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Alignment with Trade Strategy

Supports setting the process and contribute to the definition of :

National Trade Strategy

Customer Value Assessment

Trade Terms Structure

Coordinate Pricing

2. Business processes & operatingguidelines

Ensure smooth processes are in place to deliver:

Retail Strategy

CBP / CMP

CD input into S&OP

Annual negotiation strategy

OpCo and assortment

Set up and structure all CD business meetings

Sales Force Incentives SFI for Field Sales team

3. Methods, tools, systems & data

Maintain and implement supporting tools (legacy CD IT tools as well as new developments)

Customer Hierarchy

Sales reporting model

EFOS data

Support Customer Service

4. Communication, information, training

Manage and facilitate internal and external CD communications

Provide all CD information to Field Sales, other CD roles and other departments

Identify needs and roll out training programs

Designs and implements sales incentives model

5. 3rd party management & in-store execution

Manage contracts and execution of merchandising agencies providing in store

Execution and data measurement

Responsible for distribution of POP materials

Monitor and improve CD Overheads

Manage CD national and local events

KPIs:

• Field productivity and execution KPIs

• Delivery of CD IT/ analytics capabilities and projects

• Delivery of CD cost savings programs

• OTIF and Training Scores on Learning Calendar

Experiences & Qualifications

• Minimum 2 years experience in Sales in FMCG industry

• B. Comm degree (preferably in Marketing, Business Administration, Financial majors)

• Strong experience in designing and managing processes

• Demonstrated cross-functional team.

• Business and project management experience

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.

• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the customer and consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

• Critical SOL (Standards of Leadership) Behaviors (Minimum vs Preferrence)

  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.

  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.

  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.

  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.

  • AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever embraces diversity and encourages applicates from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

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.