Customer Experience Manager

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

To oversee the order management pillar within the customer excellence function, looking after order generation, customer communication and order billing, supporting the entire OTC process and facilitating the companies’ primary sales operations

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Review customers (key distributors) primary sales data, run rates, and stock requirements.
• Generate orders for KD’s based on the above data, using the principles of demand-based replenishment
• Use Vendor Managed Inventory system to facilitate the generation and sharing of customer orders.
• Ensure customers maintain the ideal stock level for all SKU’s, no under or over stocking.
• Oversee the OTC process, ensure goods are delivered on time and in full
• Maintain dispatch rate and CCFOT KPI’s
• Maintain communication with customers, ensuring their concerns are handled and their expectations are met.
• Ensure timely and efficient operations beginning with order generation, ending with on time in full delivery at the customer location. (This includes the PO communication, order sharing, logistics follow-up, loading follow-up, and billing and invoicing)
• Lead the invoice and billing team. Ensure accurate and timely invoice, truck dispatch.
• Ensure revenue authority regulations are followed in regards to invoices, maintain updates of invoicing machines /e-invoicing, and align with tax teams on any regulation updates.
• Follow up on the sharing of reports for tax purposes.
• Schedule shifts and operations to match the required deliveries within the week, and maintain employee wellbeing.
• Adhere to order-to-cash governance and controls, updating monthly with evidence.
• Communicate with Customer Development, Planning, and other teams to streamline operations.
• Prepare & and present weekly and monthly reports, at country and East & West Africa Level
• Full usage of systems and processes set for the FG Warehouse (VMI, SAP, PEGA, )
• Mange and develop team capabilities
• Drive savings projects
• Timely and accurate Reporting

Experiences & Qualifications

• Customer Service Orientation
• Team Management
• 2- 3 Years in Supply Chain operations
• Minimum of a bachelor’s degree
• Data and analytics
• Systems and Automations understanding and usage

Skills

• Communication
• SAP
• Power BI
• Collaboration
• Attention to detail.
• MS Office
• Stakeholder Management
• Customer Service

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.
• Critical SOL (Standards of Leadership) Behaviors
• PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results.Has an owner’s mindset, using data and insight to make decisions.
• PERSONAL MASTERY: Sets high standards for themselves.Actively builds own wellbeing and resilience.
• CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers.Invests time inside and outside to understand the needs of consumers.
• PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
• AGILITY: Explores the world around them, continually learning and developing their skills.

Unilever embraces diversity and encourages applicants 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.

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.

Skills Required:

• Customer / Service / Secretarial