Customer Operations Manager at Unilever

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Customer Operations Manager

JOB PURPOSE

• Governance within CD organization with strong focus on building long term capabilities while managing daily operational efficiency. CD Excellence is responsible for a smooth and cost-effective operation between the company, customers, and specific third parties. The key challenge of the role is to develop consistency and coherence in the day-today operation of the CD organization, thus enabling account, field and customer marketing teams to focus on core selling roles

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Alignment with Trade Strategy
• Supports setting the process and contribute to the definition of :
• National Trade Strategy
• Customer Value Assessment
• Trade Terms Structure
• Coordinate Pricing

Business processes & operatingguidelines

• Ensure smooth processes are in place to deliver:
• Retail Strategy
• CBP / CMP
• CD input into S&OP
• Annual negotiation strategy
• OpCo and assortment
• Set up and structure all CD business meetings
• Sales Force Incentives SFI for Field Sales team

Methods, tools, systems & data

• Maintain and implement supporting tools (legacy CD IT tools as well as new developments)
• Customer Hierarchy
• Sales reporting model
• EFOS data
• Support Customer Service

Communication, information, training

• Manage and facilitate internal and external CD communications
• Provide all CD information to Field Sales, other CD roles and other departments
• Identify needs and roll out training programs
• Designs and implements sales incentives model

3rd party management & in-store execution

• Manage contracts and execution of merchandising agencies providing in store
• Execution and data measurement
• Responsible for distribution of POP materials
• Monitor and improve CD Overheads
• Manage CD national and local events

KPIs:

• Field productivity and execution KPIs
• Delivery of CD IT/ analytics capabilities and projects
• Delivery of CD cost savings programs
• OTIF and Training Scores on Learning Calendar

Experiences & Qualifications

• Minimum 2 years experience in Sales in FMCG industry
• B. Comm degree (preferably in Marketing, Business Administration, Financial majors)
• Strong experience in designing and managing processes
• Demonstrated cross-functional team.
• Business and project management experience

Method of Application

Interested and qualified? Go to Unilever on careers.unilever.com to apply