Global Customer Hubs Senior Associate

Location: Manila, Philippines

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. You will work on brands that are loved and improve the lives of our consumers and the communities around us. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues who provide mentorship and inspiration so that you can become a better you.

Global Customer Hubs

The Global Customer Hubs is the solutions partner of Customer Operations and Customer Development for the E2E “run” operations of Unilever. We partner with these business functions to deliver speed, agility, and efficiency in Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Bill-to-Cash, Master Data, and Reports.

The Global Customer Hubs team reimagine processes end to end, elevating them into global hubs empowered with technology and run by industry leading partners. We deliver superior customer experience and perceive frictionless operations, while releasing capacity in markets to focus on generating and fulfilling demand, powered by digital and AI. The hubs are a critical enabler for growth by reducing complexity, releasing capacity, and unleashing technology in operations.

We aim to become the industry-First E2E Value Network Operation that Drives Superior Customer Experiences to enable Growth. We do this through Digital Technology, Artificial Intelligence, strong partnerships, and Future-Fit People.

Job Purpose

Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are passionate about leading transformation through digital, hubs, and standardization of processes in end-to-end operations, then this role is just for you.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

You will be the focal point for ensuring that processes owned by the hub are run effectively and efficiently across the entirety of the end-to-end operations (Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Collections, Master Data, and Reports).

Deliver value through operational excellence

Accountable for ensuring day to day operations is delivered with superior experience by the hub for the market. Drive KPIs/SLAs and evaluate for any additions/ changes with changing business requirements

• Accountable for a robust and fully functioning governance model between market, hub, and product/capabilities teams. Holding the cross-functional team accountable for the role they play in bringing the design to life. This includes ensuring rigorous GFCF and operational controls, and an effective BCP is in place in the hub operations

• Accountable for ensuring operations is on its path toward world class level of productivity through continuous improvement. This includes delivery of the committed hub efficiencies, ensuring actual FTE in operations matches what is in the contractual price workbooks

• Enable growth through standardization and digital transformation - Leverage global scale of operations by driving standardization of operations as per the global process model, working closely with the markets and hubs

• Drive maximum adoption of technology – both in terms of breadth of application across different scenarios / use cases, and depth of usage (i.e. level of no touch operations). This requires coordination and collaboration with the market, hub, and product & capabilities teams

• Develop the hub into a solutions partner providing decision support through analytics and insights

• Build a winning team - Lead a partner development program to ensure hubs have the right capabilities to deliver superior experience and a winning operation

• Improve Univoice Scores (especially Culture Index)

• Lead and actively participate in the global network of hubs

• Finally, and critically, as the lynchpin for customer hubs, this role is accountable for operating, developing and sustaining a high performing team to deliver across the key areas of responsibility. The person must establish a deep understanding of the customer hubs model and bring it to life through a high level of business intimacy with the market process owners

EXPERIENCES, SKILLS & QUALIFICATIONS

• Bachelor’s degree in supply chain, Engineering, or Business/Management

• Minimum 3 years of experience working in Supply Chain management, Order to Cash, or CD Operations

• Experience in delivering day to day operations and transformation for one or more of the process streams in scope - Promotional Planning & Execution, E2E SC Planning, Order-to-Delivery, Collections, Master Data

• Proven business/financial acumen, prior experience managing a large operational business unit

• Experience in driving standardization, digital adoption, and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage

• Experience in working with and delivering through strategic partners, knows how to leverage the relationship and commercial contract to maximize value for Unilever

• Proven experience in complex transformation programs/change management and setting up new capabilities

Skills

• Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively. Able to cut across functions and teams end to end to solve problems and deliver results

• Execution-driven - able to translate vision into reality and hold the cross functional team accountable in order to deliver results across the ecosystem

• Solutions mindset - focusing more on solutions instead of problems, able to identify root causes and drive the right actions / interventions

Leadership

• Care Deeply: Cares deeply about how customers experience
  our brands every day, everywhere; about our people’s growth and development and our impact on the planet. Cares about our performance, to a point where it hurts when we don’t win.
  • Focus On What Counts: Ruthlessly prioritizes what really, really matters, and allowing us to do better on fewer things. We set clear and stretching goals and recognise maximum performance impact.
  • Stay Three Steps Ahead: Thinks boldly and creatively to make breakthroughs in performance. We are always curious and confident ─ anticipating and staying ahead of customer needs and external trends to beat the competition.
  • Deliver with Excellence: Delivers everything we do with excellence and pace. We take personal ownership and hold each other to account – always finding a way to do what we’ve said we will do.

ARE YOU INTERESTED?

Please apply via this portal as e-mail applications will not be processed. By applying to this role, you are confirming that you have informed your Line Manager and that you are at a point in your career with Unilever where it is appropriate for you to be applying for other positions.   

Unilever embraces diversity and encourages applicates 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. 

We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. Should you require additional information or reasonable adjustments to allow you to present your best self during this process, please contact your Talent Partner Kate Cruz at Kate.Cruz@unilever.com.

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.