JOB TITLE: Customer Experience Manager UK
JOB LOCATION: Kingston
FUNCTION: Supply Chain
SUB FUNCTION: Customer Experience

JOB PURPOSE

The key purpose of the role is to drive improvements in the overall experience our Customers have when they work with Unilever, aligned to our ambition of becoming the #1 Supplier in our industry, as perceived by our Customers. The Customer Experience Manager is responsible for leading how we work with our Customers for a given account team group or country. The role is focussed on developing relationships with the senior contacts within the Customer Commercial and Supply Chain teams, leveraging these to develop joint strategic action plans.
An essential element of the role is providing leadership and development to your Customer Experience Team (across both Unilever and Genpact roles). The Customer Experience Manager is responsible for monitoring the total performance of how Unilever executes our plans with our Customers across Commercial and Supply Chain, leading for process excellence, shining a light on issues and driving improvements. They are data driven in their approach, excellent at prioritisation to ensure effort is spent in the areas that can add most value. The role champions the use of the latest tools and technology to deliver results.
The Customer Experience Manager provides leadership on how we should segment and interact with our Customers and sets the contact strategy. By being close to Customer needs and developing strong trusting relationships with senior Customer contacts, the role identifies the areas where Unilever needs to focus and drives change in those areas in order to move us closer to our goal of becoming #1 in the industry. The role helps others in the organisation to understand the external context and what risks / opportunities these might pose for Unilever. In this context, the Customer Experience Manager has an important input into developing the Customer Operations Strategy.
This role business partners the account team or country Customer Development Director(s), providing insight and input to Customer strategy.

RESPONSIBILITIES / KEY DELIVERABLES

• Relationship development with key senior contacts within the Customer Commercial and Supply Chain teams.
• Drives Improvement in Customer experience metrics (Dispatch Rate, Overdue payments, Forecast Accuracy & Bias, Invoice Accuracy, On Shelf Availability, Claims Completion Times, # of escalations and time spent on escalations, Trade Terms compliance,)
• Drive the agenda to enable Unilever to become the #1 Supplier, as measured by the Advantage Group Survey, including mastering what is important for your Customer and how this translates into the specific questions asked within the survey.
• Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) so as to develop opportunities for improved service, reduced cost to serve (including Trade Terms compliance), improved on-shelf availability. Alongside this, the role owns the Customer contact strategy. Ensure the voice of the Customer is heard within Unilever and Genpact.
• Management of the team of Customer Collaboration Specialists providing support and structure for individual and team development, and set priorities / guidance for the extended Customer team (including team members working for partner organisations). Coach the team to close skills gaps across finance, Commercial, and SC knowledge. Foster an environment of team working across the Unilever and Genpact teams.
• Ensure Customer insight is fed into the forecast process, working in partnership with CD to achieve this. Driving an improving trend in the Customer level forecast accuracy and bias.
• Be the main contact point for the Customer Development Director(s) within the Customer Operations team.
• Agreeing joint improvement plans with Customer Commercial and Supply Chain teams.
• Work with the Customer Experience Director to develop and deliver the total Customer Operations strategic plan and maintain a cohesive department by taking responsibility outside of the account team for particular processes / projects across the department.