• Job Description

  Req#: R-1168508

  WHY THIS ROLE MATTERS
  
  Customers expect speed, accuracy, and reliability. This role ensures that every Supply Chain decision translates into a better customer experience and measurable business growth for Modern Trade customers. By bridging customer insights with operational execution, you will reduce friction, improve service KPIs, and unlock revenue opportunities, making CX a true competitive advantage.
  
  WHAT IS THE PURPOSE OF THE ROLE
  
  Acts as a business growth catalyst by leveraging Supply Chain excellence to deliver superior customer experiences in Modern Trade channels. This role translates customer pain points into actionable business insights, driving improvements in service levels, operational efficiency, and profitability.
  
  KEY RESPONSIBILITIES:

  
  1. Customer-Centric Supply Chain Leadership

  • Champions a customer – first mindset in all Supply Chain processes

  • Anticipates customer needs and proactively design solution.

  2. Experience to Impact Analysis

  • Analyses service metrics, leverage on data shared by customers (Sales, Inventory) and feedback to identify trend.

  • Spots/identifies operational inefficiencies (e.g. stock outs, delayed replenishment, NPI/ promo execution gaps) and quantify its impact on revenue, margin and cost-to-serve.

  • Designs and implements strategic improvement plans that transform customer feedback to business opportunities, driving sales growth, operational excellence and stronger retailer partnerships.

  3. Order to Deliver Journey Optimization

  • Maps customer journey from order to delivery

  • Implement process enhancements to reduce lead times and improve fill rates.

  4. Strategic Collaboration

  • Partner with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order To Cash Teams to align Supply Chain capabilities with Joint Business Plans

  5. Performance Monitoring

  • Track and report Supply Chain KPIs linked to Customer Experience and business growth.

  
  WHO ARE WE LOOKING FOR

  
  We are looking for a Supply Chain practitioner who is enthusiastic about Customer Experience and Supply Chain excellence.

  The ideal candidate:

  • Customer Advocate: Focuses in delivering exceptional experiences and building trust with internal and external partners.

  • Business Savvy: Understands how Supply Chain performance drives revenue and cost optimization.

  • Analytical and Insight-Driven: Converts data into actionable strategies.

  • Collaborative: Works and maintains a good relationship with Customer Business Development (CBD), Integrated Planning (IP), Logistics and Order to Cash (O2C) Teams to achieve shared goals.

  • Growth Mindset: Demonstrates high passion for performance, continuously seeks opportunities to enhance processes, improve service levels and unlock business growth.

  • Resilient and adaptable in a dynamic business environment

  
  QUALIFICATIONS:

  • 3-5 years of experience in Customer Experience/ Customer-Facing Supply Chain or Supply Chain operations (e.g. Planning, Logistics)

  • Experience in FMCG (Fast-Moving Consumer Goods) retail operations preferred

  • Strong analytical and business acumen

  • Excellent communication skills

  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 bring ing 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.

• About the company

  Unilever plc is a British multinational consumer goods company headquartered in London, England. Unilever's products are available in around 190 countries.

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