Lead ECom- Customer Operation

Job Title: Lead ECom- Customer Operation

Function: Supply Chain

Work Location: Mumbai HO

Req ID: R-1170836

Job Summary:

This role will act as the Head of Customer Service for eCommerce channel and is pivotal in ensuring exceptional service delivery and fostering best-in-class partnerships with eCommerce players in India. The ideal candidate will drive growth for the category, the customer, and HUL by ideating and delivering joint deliverables.

The person joining this role will have the opportunity to make a significant impact on our business, working on the fastest growing channel for HUL and the rest of the FMCG industry and work hand-in-hand with Category and CD to drive growth in a dynamic and evolving market.

Duties and Responsibilities:

• Service Delivery: Collaborate with eCommerce partners to ensure seamless service delivery and maintain high standards of customer satisfaction.

• Partnership Management: Develop and nurture strategic partnerships with key eCommerce players to drive mutual growth and success.

• Joint Deliverables: Ideate and execute joint initiatives that benefit both the customer and HUL, ensuring alignment with business objectives.

• Performance Metrics: Achieve the ambition for key performance indicators (KPIs) including Online Availability, Customer Reported Fill Rate, and Supplier Ranking #1 for HUL.

• Category Growth: Drive growth for the assigned category by leveraging insights and data to optimize performance and identify opportunities.

• Stakeholder Collaboration: Work closely with internal teams including marketing, supply chain, and sales to ensure cohesive and effective execution of strategies.

• Continuous Improvement: Identify areas for improvement in service delivery and implement innovative solutions to enhance customer experience.

• Customer Leadership Connects: Engage in top-to-top customer leadership connects, building strong relationships to provide HUL with a first-mover advantage in key collaborative capabilities.

• Cross-functional Collaboration: Work collaboratively with commercial teams and cross-functional teams (CD & BU teams) to ensure alignment and effective execution of strategies.

• Leadership Role: Act as a member of the Ecommerce Leadership Team, contributing to the strategic direction and decision-making as part of the Leadership team of Head of Customer Development Ecommerce.

Key Metrics/KPIs:

• Online Availability: Ensure that HUL products are consistently available on eCommerce platforms.

• Customer Reported Fill Rate: Achieve high fill rates as reported by customers, ensuring timely and accurate order fulfillment.

• Supplier Ranking: Attain and maintain the #1 supplier ranking for HUL on eCommerce platforms.

Qualifications:

• Experience: Minimum of 5-7 years of experience in customer service management, preferably within the eCommerce sector.

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field. MBA is a plus.

• Skills: Strong analytical skills, excellent communication and negotiation abilities, and a proven track record of managing successful partnerships.

• Attributes: Proactive, results-oriented, and able to thrive in a fast-paced environment.

Experience:  12-15 years of driving business critical outcomes, handling large teams, cross-functional stakeholders internally and externally (experience in handling organized customers or suppliers will be an added advantage)

Behavioral Competencies:

• Excellent Communication Skills: Outstanding verbal and written communication and presentation abilities.

• Strong Interpersonal Skills: Ability to effectively influence individuals both inside and outside the company.

• Balance in Communication: Maintain balance between customer and internal supply chain communication, ensuring responsible and consistent dialogue.

• Competitive and Motivated: Highly competitive and self-motivated mentality with the drive to "make it happen".

• Ethical Integrity: Strong ethics and a high level of personal and professional integrity.

• Team Leadership: Effective team member and leader with the ability to collaborate across different levels within the organization.

• Bandwidth Management: Capacity to work under tight deadlines and manage multiple priorities.

• Creativity and Technical Proficiency: Strong creativity skills alongside proficient excel and presentation skills.

• Internal Team Collaboration: Frequently engage the internal team with channel and customer nuances, ensuring alignment and collaboration.

All official offers from Unilever are issued only via our Applicant Tracking System (ATS). Offers from individuals or unofficial sources may be fraudulent - please verify before proceeding.