Customer Experience Manager - Canada

ABOUT UNILEVER

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,collaborative, and flexible working environment. Our organizational ambition centres around creating workplaces that foster equity, diversity, inclusion and belonging across all aspects of our business.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.

JOB PURPOSE

At Unilever, you have the unique opportunity to bring your purpose to life through your work, contributing to a better business and a better world. If you are passionate about delighting customers and consumers, if you thrive on using your creativity to craft innovative supply chain solutions, and if you consider yourself a data enthusiast, then this role is for you! Join us and be part of a team that values your passion, creativity, and data-driven mindset. Together, we can make a meaningful impact.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• ​​Build Talent and Teams:Lead the recruitment, training, and development of a high performing customer experience team.  Inspire a collaborative and inclusive work environment that encourages continuous learning and professional growth. 

• ​Foster Customer Relationships:  Cultivate and maintain strong, trust-based relationships with assigned customers. Leverage deep insights into customer needs, behaviours, and expectations to provide valuable quantitative and qualitative feedback to the business. Act as a strategic partner to customers, ensuring their satisfaction and loyalty while driving continuous improvement in service delivery.

• ​Be a Strategic Collaborator: Partner closely with internal stakeholders across Business Units, Sales, and Supply Chain, including our 3rd Party Partners, to achieve growth and profitability goals. Serve as the primary liaison between Sales and Supply Chain, advocating for Supply Chain processes and ensuring seamless communication with customers. Lead the monthly, quarterly, semi-annual, and annual planning processes to consistently meet and exceed targets.

• ​Champion Data-Driven Excellence: Lead by example in fostering a data-driven culture. Proactively leverage technology and data to uncover critical customer insights, creating mutually beneficial outcomes for Unilever, customers, and consumers. Drive the adoption of automation solutions to efficiently manage large data sets and streamline processes. Position Unilever as an industry leader by implementing cutting-edge automated solutions that seamlessly connect end-to-end supply chains.

• ​Exhibit Operational Excellence:Demonstrate exceptional operational skills by overseeing the Order to Cash process for your customers. Ensure the achievement of key performance indicators (KPIs) such as availability, on-time delivery, and cost per tonne. Develop and implement the strategy for Customer Pick Up (CPU), actively engage in rate negotiations and analytics, and maintain governance to effectively manage daily operations.

• ​Relentless pursuit of Efficiency:  Spearhead Joint Business Planning initiatives and develop programs with customers to drive operational efficiencies. Integrate customer data with internal metrics and tools to identify and capitalize on opportunities within Order to Cash, Assortment, Logistics, Reverse Logistics, and Supply Chain claims. Ensure continuous improvement and optimization across all processes to achieve superior performance and cost-effectiveness.

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WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

• Bachelor’s Degree in Business Administration, Engineering, or related fields

• At least 5 years relevant Consumer Packaged Goods Customer Service, Logistics, or Supply Chain experience

• Extensive working knowledge of retail replenishment systems such as GRS, JDA, and SAP

Skills

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​Leadership and Team Management:You have the ability tolead, inspire, and develop a high-performing customer service team. You are skilled in fostering a collaborative and inclusive work environment that encourages professional growth and teamwork.

​Communication Skills:You have exceptional verbal and written communication skills to effectively interact with customers, team members, and stakeholders.You are able toconvey complex information clearly and concisely.

​Customer Relationship Management:You have expertise in building and maintaining strong, trust-based relationships with customers. You are skilled in understanding customer needs and can negotiate tailored solutions to enhance satisfaction and loyalty.

​Data Analysis and Technology Proficiency:You are proficient in leveraging data and technology, enabled by strong analytical skills,  to gain insights, make informed decisions, and drive improvements.You have expertise in identifying and implementing automation solutions to manage large data sets and streamline operations. You have a strong understanding of business principles allowing for continuous improvement and optimization.

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Behaviours

Care Deeply:  We are passionate about how customers experience our brands, the growth and development of our people, and their impact on the planet.  We seek individuals who share this commitment and are driven to make a positive difference in every aspect of their work.