Operator Experience Assistant Manager- Unvisited

Unilever is currently hiring for Operator Experience Assistant Manager- Unvisitedbased inGrha Unilever, Tangerang, Indonesia

About Unilever

Unilever Food Solutions (UFS) is the €2.5bn+ foodservice division of Unilever. It leads the dynamic Food Service market across its categories and has ambitious growth objectives, marketing a range of professional food and beverage products and services to operators across 22 Multi Country Organizations (MCOs) in 72 countries.  

UFS is accelerating its digital transformation to fuel growth through data driven and technology enabled Go-to-Market (GtM) capabilities. Our ambition is to reach to 2.5 million operators by 2022 via an online & off-line contact strategy. The focus of UFS marketing and sales is to engage with chefs & customers through an integrated communication system via visits by sales representatives and digital touchpoints like the UFS.com website / Webshop, segmented & personalized campaigns and UFS apps. The new roles of marketing & Customer Development teams are more integrated in the digital ecosystem and are vital for a great operator & customer experience. 

Job Purpose

We’re searching for an Operator Experience Assistant Manager to own and champion the customer experience of our priority customer segments.  Using data and insight you will design the overall operator experience strategy and develop and execute the right journey and solutions—channel basket, services, campaigns and content-- to the right customer at the right time, in the right place.

You will lead cross-functional collaboration to deliver high-quality, personalized customer interactions in each step of the journey, to achieve customer happiness and satisfaction with UFS and our brands..

Main Responsibilities

CUSTOMER INSIGHT AND STRATEGY

• Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment

• Develops multi touchpoint journeys that help UFS attract, engage and retain customers

• Designs optimal processes to support the journeys.

OPERATOR EXPERIENCE EXECUTION, MONITORING AND OPTIMIZATION

• Executes, tracks, and optimizes all aspects of CX:

• Deploy and amplify product innovation + brand activation / campaigns + services

• Curate and deploy relevant always-on content

• Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization. 

• Drives lead generation, lead nurturing, scoring and management through to sale to help marketing and sales teams work smarter and faster

• Continuously reports & optimizes journeys whilst providing insights and recommended actions to the teams that impact the journeys (i.e. marketing, sales, telesales, customer care).

• Conducts monthly/quarterly review to include competitive price monitoring, trends scanning and sales performance analysis, to optimize performance and meet business targets

• Keeps connected with F&B industry trends relevant to the target segment

• Manages the budget to achieve CX and growth ambitions 

• Manages marketing routine tasks

TEAM COLLABORATION AND LEADERSHIP

• Leads cross-functional teams (Data, Business Tech, Sales, Category Marketing, Business Excellence, Digital Selling Lead) to deliver high quality, personalized interactions at each step of customer journey

• Ensures strong collaboration and co-ownership of the CX within the teams

• Champions Customer-Centricity throughout the organization

Candidate Criteria

Experience & Qualification

• 3+ years of Brand, Digital marketing, and CRM experience.

• Data analysis, creative problem solving

• Project conceptualization and execution

• Budget management

• Brand Activation

• Media planning

Nice to have:

• Sales experience

Skill

Passion points:

• Highly self-motivated and self-starter

• Customer-love: data savvy, passion to make customers’ lives better

• Love for Food and Out-of-home

• Building high-performing and sustainable businesses

Skills & Strengths:

• Data and insight analysis 

• Marketing strategy development

• Execution, monitoring and optimization with strong ability to prioritize and meet deadlines

• Agility in a complex organization

• Team collaboration catalyst - harness the collective energy, collaborate within teams

• Digital marketing and digital selling framework and foundation

Leadership

• Purpose & Service: works from purpose for the good of others.

• Personal Mastery: always brings their best self.

• Agility: constantly curious & courageous. 

• Business Acumen: generates value in channels & customers.

• Consumer Love: creates better futures for our consumers, every day. 

• Passion for High Performance: inspires the energy needed to win & grow.

Note: Unilever embraces diversity and encourages applicates from all walks of life! We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. If you require any support to complete your application or any subsequent stage throughout your recruitment journey with us at Unilever, then please specify how we may be able to assist you.