Asst Customer Operation Excellence Manager

Job Description:

Job Title: Assistant Manager, Customer Operations Excellence

Function: CD-COE

Reports to: Customer Operations excellence Manager

Scope: National

Location: Mumbai HO

Business Context and Main Purpose of the Job

India is transforming rapidly with the boost of internet and technology. This digital transformation has reshaped capabilities and consumer expectations significantly across industries.

With such an exposure, while retailer expectations have raised significantly, FMCG companies continue to operate with traditional ways of working leading to a gap between retailer expectations and actual service levels.

The main purpose of this role is to elevate fulfilment standards of HUL to trade. This is done using four pillars- technology, processes, data, people.

Technology: The person is expected to be the Business Product Manager for the app used by distributor’s delivery team. Putting together a product roadmap, working with the IT team to develop it as per business requirements and ensuring rollout on scale is key responsibility of this role.

Process: Quality fulfilment requires best in class distribution models, distributor infrastructure and efficient backend processes. The person on this role is supposed to develop an in-depth understanding of the same which he/she can replicate through the entire country through our sales and operations team.

Data: The role requires the person to be adept with forming and testing hypothesis through data analysis. Given that this is a new territory to be ventured in, sharpness of identifying and solving problems through data goes a long way.

People: Influencing key stakeholders across regional and central sales leadership would be crucial to deliver in this role. It will also require the person to appreciate the thought process of technical teams and help them appreciate business realities. The other aspect of the role is training of sales & operations teams as well as distributors on innovations in technology and new processes.

Main Accountabilities

• Best in class fulfilment: N+1 delivery, Maximizing in-full

• Success of Distributor Model: Success of future fit rolled out distributor models through quality processes, fulfilment, resultant business growth and improved distributor earnings

• Thought Leadership on fulfilment and distribution last mile servicing

• Tech funnel for the product- Delivery App(IMPACT)  for tracking retailer deliveries by distributors  

• Training of Sales & Operations Teams on new processes and tech innovations

• Business case for all innovative tech and process solutions in Demand Fulfilment

• Managing Sales Teams and Distributor Issues: Issues arising out of technology and new processes. These issues need proactive actions and prompt communication

• Working collaboratively with CD stakeholders including Leadership team, finance and IT to drive the demand fulfilment agenda forward in HUL

Skill Required

• Strong communication and influencing skills

• Ability to understand issues on the ground in sales ecosystem, especially on last mile delivery

• Ability to form hypotheses and test them using data analytics

• Understanding and appreciation of technology and its role in business transformation

• Ability to bring in best practices across industry, implement and drive adoption of the same to deliver incremental business & process efficiencies

Minimum Job Requirements

• Min 2 years’ experience in managing front line general trade or Last mile delivery or Supply chain operations

• Avg. OPS of 105 in L3Y (L2Y if only 2 years available)

Your commitment to Equality, Diversity & Inclusion 

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

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