وصف الوظيفة
Role Overview
Customer Experience Specialist - Bahrain at Unilever. This role covers all channels: Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM).
Company Overview
Unilever operates in over 190 countries with 3.4 billion people using its products every day. The company is driven by its purpose to make sustainable living commonplace and believes that doing business the right way drives superior performance. Unilever maintains an inclusive, collaborative, and flexible working environment.
Role Purpose
The purpose of this role is to ensure customer satisfaction through proactive communication and collaboration by assessing the customer's experience from ordering to delivery. This role focuses on monitoring, analysing, and influencing internal and customer policies to elevate process efficiency and service quality. Face-to-face meetings with customers are a key and essential aspect of this role, enabling direct engagement, relationship building, and collaborative problem-solving.
Key Responsibilities
Customer Engagement & Relationship Management
- Understand retail customer needs through internal reviews and support resulting strategies with proactive actions for continuous improvement.
- Act as the point of contact for operational escalations beyond guardrails and service delivery, enabling targeted interventions.
- Lead collaboration projects with customers to improve service delivery, streamline operations, and enhance mutual efficiency.
- Lead S&OE meetings with customers to align on operational priorities and resolve supply-demand issues.
- Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
- Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness.
Operational Performance & Analytics
- Drive long-term improvements in customer service metrics.
- Analyse Customer Case Fill On Time (CCFOT) performance and identify root causes for service level gaps.
- Analyse operational data to uncover hidden potential and propose policy or practice revisions to customers.
- Focus on continuous improvement by monitoring predefined metrics rather than managing daily operations.
- Improve and optimize fulfillment methods to enhance efficiency for distributor and achieve and exceed Mohammed Jalal service level KPIs.
Cross-Functional Collaboration & Issue Resolution
- Partner with CBD team to resolve service gaps and support joint business planning.
- Liaise with cross-functional teams (e.g., Supply Chain, Finance, CD, Quality) to ensure seamless execution and issue resolution.
- Optimize customer-related iOPS processes (e.g., delivery handling, ordering behaviour) by initiating and managing improvement projects with customers and internal teams.
Operations & Process Management
- Manage and lead order processing team to ensure all customer orders are fully processed, correctly allocated, and followed through until final delivery.
- Integrate new customers and channels into existing processes in close alignment with the CD team.
- Aid in change notification management, especially for price and product master updates.
- Develop clear roadmaps aligning with departmental strategies.
Qualifications & Experience
- Familiarity with the industry in which the company operates.
- Project management skills are valuable for implementing customer experience initiatives and overseeing the execution of strategies.
Skills & Competencies
Business Acumen
- Operational Procedures knowledge.
- Cross-Functional Knowledge.
Technical & Analytical Skills
- Data Analytics and Insight Generation.
- Process Optimization.
- Digital Tools and Dashboards.
- CCFOT and Service Level Analysis.
- End-to-End Supply Chain knowledge.
Soft Skills
- Stakeholder Management.
- Communication and Negotiation.
- Problem Solving.
- Customer-Centric Mindset.
- Bias for Action and Simplification.
- Collaboration and Project Leadership.
- Exceptional communication skills, both verbal and written.
- Strong analytical abilities.
- Ability to find innovative solutions to challenges.
Leadership Behaviours
- Passion for High Performance: Take personal responsibility and accountability for execution and results. Operate with an owner's mindset, using data and insight to make decisions.
- Personal Mastery: Set high standards for yourself. Actively build own wellbeing and resilience.
- Consumer Love: Always look for better ways to serve consumers. Invest time inside and outside to understand the needs of consumers.
- Purpose & Service: Demonstrate humility, understanding that leadership is service to others, inside and outside Unilever.
- Agility: Explore the world around you, continually learning and developing your skills.
Additional Information
Unilever embraces diversity and encourages applicants from all walks of life, 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 business results and create a better future for diverse employees, global consumers, partners, and communities. Support and access requirements are available; candidates are encouraged to advise at the time of application.