Customer Operations Lead Brazil

JOB PURPOSE

The CO lead for Brazil will be focused on operational responsibility for brilliant Customer collaboration, service, logistics, order to cash for customers. Leads to ensure Brazil is considered #1 Supplier for our customers. Single point of accountability for Customer Operations in the market. The role Leads the team that unlocks market value through integrated processes, hubs and partners. Business partners CD in the market. Business partnering business team to maximize turnover from SC network.

•    The CO lead for Brazil will ensure that the CX team in LATAM BG Led markets work in collaboration with all other business functions, consistently delivering best E2E customer experience. Measure and track relevant Customer metrics to unlock opportunities along with driving continuous process improvement culture across customer experience

•    Responsible for driving the efficiency and transformation of the operations and logistics network.

•    Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions

•    Create a technology roadmap to enable E2E visibility & collaboration across Customer and Unilever operations (LATAM BG Led Markets)

•    Collaboratively manage multiple links within overall global customer supply chain function to achieve excellence in customer service.

•    Build and manage a team with deep domain in customer experience capabilities and journeys.

•    Represent Unilever with 3rd party suppliers in engagements.

KEY RESPONSIBILITIES

•    Owns the E2E demand plan and demand fulfillment of the market (in matrix with the Integrated Plan Directors per BU) - from order to dispatch to the Customer and tracks performance outcomes with the market. Lead the OpEx LT in Brazil.

•    Accountable for Customer experience. Interacts with customers from trade promotion management, multiyear customer collaboration program for #1 Supplier, order taking to cash collection.

•    Accountable for supporting the creation of customer business plans, which once agreed by CD, are executed through guardrails. Accountable for the management of the penalties budget, ensure proper execution of the negotiations.

•    Identifies operational risks that impact growth and cost and provides insights that can be turned into workable solutions.

•    Accountable logistics to deliver OTIF to customers, joint work on Cost to Serve, ensuring collaboration of Customer Service and logistics to drive service, value unlocks and the carbon neutral agenda for logistics with partners and customers.

•    Drive the logistic transformation in market where relevant.

•    Work jointly with BU on repacking, develop new capabilities where needed, and develop 1 to 3 years savings plans.

•    Adheres to defined guardrails and executes the cost-to-serve strategy.

•    Holds IOPS/hub partners accountable in close collaboration with GBS – innovating to create value within a global framework.

•    Ensure a strong #1 Supplier program and proactive customer relations and programs.

•    Support regular review of service both internal and customer perspective for key markets and top global customers, enable visibility and cross functional support.

REQUIRED QUALIFICATIONS

•    Leadership: guides and empowers a diverse team, enables flexible and agile WoW

•    Great interpersonal and influencing skills to Lead CO strategy across BU CD-SC- in Brazil

•    Pragmatic & Resilient: comfortable working in a matrix organization with some level of ambiguity and overlap, while delivering outcomes through collaboration and partnership.

•    Encourage problem-solving, strategic thinking and customer-orientation

•    Data and technology acumen: understand the power of data and technology and see how this can increasingly simplify our work & bring better insights. Understanding of AI/ML and its contribution to customer satisfaction and efficiency in the value chain.

•    Agility

•    Curiosity 

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.