Customer Service Manager

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 ​interested in leading global technology and process improvement programmes; if you are skilled in driving excellence in system use and adoption, and finally, if you are keen to build standardized ways of working and drive adoption of above mentioned programs​ then this role is just for you. WHAT WILL YOUR MAIN RESPONSIBILITIES BE Within the ….. will lead the governance & framework of …….. across BG Led and 1U led markets. Business responsibility for leading programs like SAMBC, Perfect store, SKY… Driving excellence in system use and adoption. Building standardized WoW & driving adoption. BUSINESS PARTNERING: Single point of contact for Customer Experience excellence Leading & driving program across Europe partnering …….. & supporting ……… Process & solution owner to standardize the WoW and measuring value unlock. Leading standardized …………… process across BG led and 1U led markets in line with the principles and WoW agreed with the business. Measuring …. relevant KPIs and assessing market maturity. Driving change and new ways of working in the planning organization Cooperate with senior leadership team on local and European level CONTINUOUS IMPROVEMENTS (SYSTEMS & PROCESSES) TASKS PERFORMANCE MANAGEMENT Track and report customer service performance, bring insights and drive corrective action with market CO and business group teams Partner with global & market CO teams to resolve issues and improve the end to end experience CONTINUOUS IMPROVEMENTS (SYSTEMS & PROCESSES) Deploy customer service excellence standards, processes and playbooks across markets and support consistent adoption. Lead continuous improvement initiatives that simplify and strengthen customer experience and collaboration processes Support customer experience capability building through training, tools and communities of practice • SUPPORT CUSTOMER EXPERIENCE DIGITAL TOOLS, DATA AND ANALYTICS AND PROVIDE MARKET AND PERFORMANCE INSIGHTS TO THE CUSTOMER EXPERIENCE EXCELLENCE STRATEGY. : REQUIREMENTS - University degree in Engineering, Supply Chain, Business or related discipline. - 7+ Years experience; preferably in customer operations, customer business development or Supply Chain. - Supply chain (APICS or similar) qualification preferred. - Digital (DigiOps) qualification preferred. - Experience in customer experience or customer operations within FMCG or a comparable environment - Good understanding of order-to-cash, customer collaboration and service performance management preferred - Strong communication skills - Strong analytical and problem solving skills - Strong in stakeholder mng & strategic influencing - Well developed ability to build a team/network, train and empower them & hold accountable. - Strong in driving change & transformation; deploy standards; drive continuous improvement and support multiple markets - Strong leadership skills : 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 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 FOCUS ON WHAT COUNTS: We ruthlessly prioritize what really, really matters and so do fewer things brilliantly. We set clear and stretching goals and recognize maximum performance impact. It is not about reducing ambition or effort or running after the ‘new and shiny’. CARE DEEPLY: We care deeply about how consumers experience our brands every day, everywhere; about our people's growth and development, and our impact on the planet. We care about our performance, to a point where it hurts when we don't win. It is not just about being nice or avoiding honest conversations about performance and opportunity. STAY THREE STEPS AHEAD: We think boldly and creatively to make breakthroughs in performance. We are always curious and confident - anticipating and staying ahead of consumer needs and external trends to be the competition. It is not taking our eye off the ‘here and now’. DELIVER WITH EXCELLENCE: We deliver 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 said we will do. It is not about analyzing the inevitable roadblocks, admiring the problem or tolerating mediocrity. By applying for this vacancy, you are confirming that you have made your Line Manager aware of your application and that you are at a point in your career with Unilever where it is appropriate for you to be applying for other positions.