Customer Experience Operational Excellence Senior Assistant Manager

Job Title: Customer Experience Operational Excellence Senior Assistant Manager

Location: BGC Office, PH

Main Job Purpose

The role is responsible for ensuring that the overall CXOG Strategy is sufficiently developed to meet Customer Operations and Supply Chain ambitions and that these are executed as per plan. The CX Operations Excellence supports the Performance Management, Process and Operational Improvements, and lands the Digital Agenda.  This role reports to the CXOG Manager.

Job Summary

• Lead the performance governance meeting for CXOG. Prepare the performance dashboard and analytics for the CX team.

• Customer Service and Inventory optimization through process and technology excellence

• Able to challenge status quo and drive for structural improvement programs on Service, OSA, Trade Return, RUDs to achieve the both BU and customer targets.

• Bring insights to operational teams to focus on key areas for improvements and support with setting up those processes.

• Drive for standardization and simplification across processes, collaborating with cross-functional team. Ensure best practices are documented and shared.

• Lead the Digital Agenda for CX.  Land the new initiatives and tools, drive and track the adoption of the tools and accelerate upskilling across the accounts.

• Building capabilities for predictive & prescriptive enhancements in existing technologies.

• Owning specific programs and driving compliance and improvement within them.

Key Requirements

• Bachelor’s Degree in Science  (preferably IE, Management Engineering or related field)

• At least 2-3 years of CX or Planning experience or Supply Chain Related Functions

• E2E supply chain knowledge across Plan, Source, Make and Deliver.

• Strong communication, influencing (verbal and written), interpersonal and leadership skills. Ability to work collaboratively, build relationships, lead, and deliver results through virtual networks.

• Digital & Technology Savvy

• Project Management Skills

• An “outside-in” mind-set.

• Ability to work effectively with various cultures, with minimal supervision.

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.