Unilever is currently hiring for Customer Experience ManagerBPC

Function:  Customer Experience Manager

Reports to: Customer ExperienceDirector Mexico 

Scope: Mexico

Location: Bosques

Terms & Conditions:Full-time position. Local conditions apply. Previous experience in Customer Experience desired, strong communication skills, and stakeholder management. Preferred level of digital knowledge. Must have a high proficiency in English.

ABOUT UNILEVER

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. You will work on brands that are loved and improve the lives of our consumers and the communities around us. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues who provide mentorship and inspiration so that you can become a better you.

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world.  If you are enthusiastic about how technology, and how AI can enable the future of retail operations then this role is just for you!

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

As the Customer Experience Manager for Unilever in Mexico, you will be responsible for overseeing and enhancing the customer experience across E2E Supply Chain. This role focuses on ensuring customer satisfaction and loyalty through effective management and strategic initiatives. Leader of Customer Facing and CPFR team. 

• Customer Collaboration: Work closely with Walmart and other key retailers to optimize the E2E supply chain, ensuring product availability, seamless operations and delivering OTIF at the most competitive cost. This includes maintainingoptimalservice KPIs such as On-Shelf Availability (OSA), OTD, Fill Rate, Instock, and Inventory Days (DOH).

• Stakeholder Management: Act as the primary liaison between each Business Unit (CSP and CD teams) and the supply chain teams. Ensure effective communication and collaboration to meet logisticscapacity and cost, enhancing the customer service experience.

• Customer Satisfaction: Implement strategies to improve the results on the AdvantageSurvey (AGS) by ensuring a high level of customer engagement and satisfaction. Continuously monitor and analyze customer feedback to identify areas for improvement.

• SKY Project: Lead and manage our digital initiative to improve forecast accuracy (Sell-in and Sell-out) through  CPFR program and AI tool (SKY). This aims to enhance Supply Chain visibility for better product availability and optimal stock levels.

In this role, you will be instrumental in driving Unilever’s customer experience initiatives, ensuring that the company meets its service standards and delivers exceptional value to its customers.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

•Previous experience in Customer Experience / Customer Service / Customer Development / Planning / Supply Chain Roles

• Project Management experience

Skills 

• Leadership and people management skills to guide and influence teams

• Strategic thinking and problem-solving abilities to drive initiatives

• Excellent interpersonal and communication skills for engaging with diverse stakeholders

• Proficiency in data analysis and familiarity with AI tools to optimize customer experience

• Adaptability and resilience to navigate a fast-paced and ever-evolving market landscape.

Leadership