Ice cream O2C and NBM Lead

Job Title: Ice cream O2C and NBM Lead

Business Function: Customer Operations

Location: Kingston

JOB PURPOSE

The Order to Deliver and New Business Subject Matter Expert (SME) role is to provide specialised expertise within the order to cash (O2C) process and systems, in addition to supporting operations in the New Business Channel and wider projects. This role involves working closely with the Customer Experience Manager and cross functional teams to enhance operational performance and customer satisfaction.

As a key player within the team, the SME leads projects focused on process improvements and efficiency gains, driving the introduction of new ways of working to streamline the end-to end order delivery process. They take ownership of identifying pain points, analysing workflows, and implementing innovative solutions that reduce cycle times, enhance order accuracy, and optimise resource utilisation. The SME will be a key stakeholder in business partnering the Global O2C Process Owners, as Magnum establish their own systems and processes. 

In addition to being a process expert, the SME also acts as a project leader, managing initiatives to refine internal processes, systems, and tools to meet evolving customer and business needs. They guide cross-functional teams through the change management process, ensuring adaptation of new methods and best practises while maintaining strong collaboration with stakeholders across sales, supply chains and customer experience.

RESPONSIBILITIES

Key Metrics

• O2D Key Process Metrics
• Process Improvements Metrics (Number of Improvements Implemented)
• Project Completion Rate
• Deliver Projects OTIF
• Customer Service – AGS (Ease of Doing Business)
• Issue Resolution Time
• Adoption Rate of New Processes/Tools
• OSA performance
• Second Time Right (STR) – process improvements with planning

Operations & Systems

Systems

• Technology: Identify, evaluate, and implement new technologies that enhance the customer operations processes, including but not limited to automation tools, advanced ERP systems, and logistics software.
• System Integration: Lead efforts to integrate new systems into existing and new operational workflows, ensuring seamless order management and delivery tracking.
• Data Accuracy & Analytics: Use advanced analytics tools to monitor order and delivery performance, ensuring real-time data accuracy across systems.
• New Business Channel: Support day to day operations and projects in the channel, identifying and implementing process optimisation opportunities.

Operations

• Acts as the initial point of escalation on technical issues relating to O2C, whereby customer service teams are facing unfamiliar problems that they are unsure how to solve.
• Ensures O2D follow processes and ways of working that are compliant with corporate audit requirements. 
• Understanding of the wider Order to Cash process and interactions between O2D and B2C.
• Partner 3rd parties to optimise ways of working specific to Magnum.

Systems that a role holder would be expected to use or interpret includes but is not limited to – SAP, RTVA, PowerBI, MS Office, TPA, customer portals.

Projects, Innovation & Capabilities

• Cross-Functional Collaboration: Engage with IT, Supply Chain, and Customer Execution teams to gather requirements, communicate technology deployments, and align systems with business needs.
• Vendor & Technology Partner Relations: Work closely with external technology vendors and consultants to assess potential solutions and manage system implementations.
• Stakeholder Engagement: Regularly update leadership and key stakeholders on progress, challenges, and results of technology-driven initiatives or new processes.
• Partner Global SMEs, 3rd parties and other stakeholders on digital/capability building initiatives with customer teams i.e. EDI, ASN, AATP.
• Provides technical expertise for customer services teams around processes and systems for the integration or separation of other business i.e. disposals and acquisitions.
• Plays a ‘consultant’ type role when customer service teams are landing initiatives and require expert input when evaluating options.

Continuous Improvement & Problem Solving

• Magnum Separation: Lead the exit of O2C TSAs, including the roll out of new systems, with minimal impact to day to day operations.
• Technology-Driven Process Optimization: Lead the identification of inefficiencies in the order-to-deliver process and deploy technology solutions to resolve these issues.
• Root Cause Resolution: Use technology and data analytics to diagnose root causes of recurring issues in order fulfilment and propose innovative solutions.
• Automation & Efficiency Gains: Implement automated solutions to reduce manual interventions, errors, and order cycle times.

• Use data and insights to influence customer service teams to improve quality of work and compliance with processes.

Customer & Internal Relations

• New Technology Rollout: Spearhead the research, testing, and deployment of cutting-edge technologies (e.g., AI, IoT, automation) to enhance the order-to-deliver process.
• Innovation Leadership: Lead cross-functional innovation projects focused on deploying digital solutions and improving operational capabilities in logistics, order management, and customer service.
• Continuous Learning & Adoption: Stay informed on industry trends and drive the adoption of new technologies, ensuring the team is equipped to handle evolving demands.
• Internal Relations: Lead the current and help to design Mangum’s future relationship with 3rd Parties.

ALL ABOUT YOU

• Stakeholder management
• Strong analytical skills
• Strong communication and interpersonal skills, with ability to adapt style to influence stakeholders
• SAP, RTVA, PowerBI, AATP SCP, Excel, Outlook, Customer Portal, Supplier Collaboration

KEY INTERACTIONS

• Customer – Commercial & Supply contacts
• CD - Customer Account Managers & Customer Business Managers
• Customer Experience - Customer Execution Specialists, OFCLs
• Planning - Demand and Supply Planning Teams
• Customer Planners & Customer Experience Analysts
• Subject Matter Experts
• Logistics
• Pricing Teams

Minimum Requirements

• Strong internal and external stakeholder management. 
• Excellent quantitative analytical skills. 
• A strong level of expertise in O2C processes and systems.
• Several years of experience working in O2C roles.
• Strong communication and interpersonal skills, with ability to adapt style to influence stakeholders. 
• Curious about new technologies and driven to introduce them.
• Strong problem-solving skills and an ability to think logically. 
• Ability to manage time effectively and to plan workload. 
• A proactive mindset, seeking to avoid problems before they arise. 
• Comfortable holding others to account and in having challenging conversations. 
• Willing and able to travel to visit customers  
• A customer-focused mindset, seeking to exceed their expectations where possible 

Ideal Requirements

• Advanced skillset in Microsoft Excel. 
• An understanding of core Python concepts.
• Strong understanding of Data Lake and Data Warehouses.
• Experience working with retail customers 
• Experience working in logistics, planning or commercial roles. 
• An understanding of basic financial / commercial measures and how supply chain roles can influence them. 
• A solid grasp of supply chain fundamentals.

NOTES

About Unilever

Unilever is one of the world’s leading suppliers of Food, Home and Personal Care products with sales in over 190 countries and reaching 2 billion consumers a day. Unilever has more than 400 brands found in homes around the world, including Dove, Tresemme, Lynx, Lifebuoy, Shea Moisture, Persil, Domestos, Ben & Jerry’s, Magnum, Marmite, The Vegetarian Butcher, Graze and Pot Noodle.

Faced with the challenge of climate change and the need for human development, we want to move towards a world where everyone can live well and within the natural limits of the planet. That’s why our purpose is ‘to make sustainable living commonplace’ 

Location

In June 2020 we announced our plan to consolidate a number of Unilever’s offices across the South East of England into a new Unilever campus in Kingston-upon-Thames in or around early 2025. However, on the 08 August 2024 we announced to our existing staff our proposal to retain our central Head Office in London, 100 Victoria Embankment (“100VE”) until our lease expires in 2027. As a result of this new proposal, we will be consulting with our existing staff, and new joiners who join during this period of consultation at 100VE, on the proposal made in August 2024. During consultation we will clarify the future location of each team and function. This means your role will either be based in 100VE until 2027 or in Kingston-Upon-Thames from early 2025. As we are yet to commence consultation on the proposal you agree, until such a time when consultation has concluded, your normal place of work as set out in the enclosed Statement of Terms & Conditions will be 100VE. You agree that on the conclusion of the consultation your place of work will be 100VE or 100VE until early 2025 and then Kingston-upon-Thames ("the locations") and you will be notified of which of the locations will be your place of work after that consultation ends.

What We Offer

Not only do we offer a competitive salary and pension scheme, we also offer an annual bonus, subsidised gym membership, a discounted staff shop and shares. You’ll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.

Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.

Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. 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. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, including about our Employee Resource Groups, please click here Equity, Diversity & Inclusion at Unilever | Unilever.

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