Customer Experience (CX) Assistant Manager

Job description

Background / general purpose of the role

The Customer Experience (CX) Omniretail Group Assistant Manager is responsible for the complete Order to Deliver (O2D) cycle for the accounts’ stores situated in Luzon.

Accountable for the order to deliver process/ cost to serve

·  Responsible for monitoring the Order to Deliver and trade returns process thru coordination with relevant 3P partners

Customer Service and driving improvement

·  Partners with customers and drives diamond model set-up to strengthen collaboration and improve operations
·  Initiates and drives required actions in case of low score on KPI’s within external and internal partners in Unilever (CBD, IP, Logistics, 3P Service Providers)
·  Accountable for the process of resolving issues raised by customers on logistical or customer service- related topics
·  Ensures that decision about stock allocation and out of stocks is properly communicated to CBD Team and the customer, and escalated if needed
·  Supports the implementation of Transformation projects in O2D which will provide a leading -edge advantage and prepare for customer requirements in line with the company’s Go To Market (GTM) strategy

Business Partnering and support to business in case of issues

·  Visible in customer store openings and trade visit with CBD Team
·  Accountable for driving the joint CX agenda with CBD: Direct business partner of the Key Account Managers (KAMs)
·  Responsible for alignment with Customer Operations Group and CBD regarding service KPIs and process improvement programs
·  Supporting Quality Assurance in case of recalls, with respect to customer related issues/requests
·  Supporting the business when business continuity plans are activated (e.g. IT system failure)

Building great teams

·  Strategic influencer linking to various internal Customer Operations Group Teams

Requirements

·  1-2 years of relevant experience in Business partnering and Customer service
·  Experience in Supply Chain operations
·  Passion for change and high performance
·  Real team-player

Skills

·  Excellent communication skills
·  Knowledge in Supply Chain and Customer Service processes
·  Knowledge in ERP Systems (SAP)
·  Intermediate knowledge in Excel (Pivot Table, multiple look-ups)
·  Knowledge in other MS Office (Word, Powerpoint) and Power BI (an advantage)
·  Time management and priority setting skills

We highly encourage applicants to exclude information on age, gender, and school/s in view of Equity, Diversity, and Inclusion. Unilever assesses candidates based on skills, performance, experience and leadership.

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.