Customer Experience Support Manager - MT

Key Responsibilities
Customer Account Management:

• Act as the primary contact and champion for BigC, Watsons, and other Personal Care customers, ensuring strong relationships and high levels of customer satisfaction.

Service Excellence & Issue Resolution:

• Provide timely responses to customer requests and inquiries, including stock availability checks, issue resolution, and proactive communication/escalation to maintain service excellence.

Cross Functional Coordination:

• Collaborate closely with internal teams (CBD, Customer planner, IP, Logistics, etc.) to ensure on time, in-full (OTIF) delivery performance and seamless order execution.

VMI & Replenishment Management:

• Oversee and manage customer replenishment processes (VMI), ensuring the right stock levels and preventing out-of-stock situations.

JBP KPI Delivery & Monthly Reviews: (OTIF, CVD + NPI + Aging stock, OOS, etc.)

• Track and deliver all KPIs committed to customers under the Joint Business Plan (JBP), driving actions to ensure performance achievement.
• Analyze KPI gaps, identify corrective actions, and share insights back with customers during monthly business reviews.

Collection & Claim Support:

• Partner with the CX Collection & Claim team to address and resolve issues that may impact timely payment from customers.

Data & Trade Term Analysis:

• Conduct data analysis on supply chain trade terms and operational costs to support negotiation strategies and prepare for customer discussions.

CXL & Digital Project Support:

• Contribute as a team player in CXL transformation projects, digital initiatives, and continuous improvement programs to enhance customer experience and operational efficiency.

Qualification

Education

• Bachelor’s degree in Business, Supply Chain, Logistics, or related field (aligned with regional job standards)

Technical Skills

• Strong English communication
• Proficiency in Excel & PowerPoint
  • Macro writing / Power BI experience is advantageous
• Solid data analytics capability (comfortable with SC KPIs, customer data)

Experience

• 2–5 years in supply chain, customer service, or order management
• Experience in FMCG or working with modern trade customers is a plus

Capabilities

• Strong problem solving and root-cause analysis
• Ability to work with cross-functional teams (CBD, Logistics, Planning)
• Customer-focused mindset with proactive issue resolution
• Ability to manage multiple priorities during peak order cycles

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.