Customer Experience Assistant Manager

JOB PURPOSE

This role exists to ensure customer satisfaction through proactive communication and collaboration by assessing the customer experience from ordering to delivery. This role is not only focusing on day-to-day operations but also on monitoring, analysing, and influencing internal and customer policies to elevate process efficiency and service quality.

This role covers UAE and is responsible for all channels: Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM).

Face-to-face meetings with customers are a key and essential aspect of this role, enabling direct engagement, relationship building, and collaborative problem-solving. You’ll be part of a team that believes in doing work that matters — for people and the planet.

Because here, we don’t just hire for jobs. We invite you to be part of something bigger.

KEY RESPONSIBILITIES

• 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.
• Drive long-term improvements in customer service metrics.
• Analyse Customer Case Fill on Time (CCFOT) performance and identify root causes for service level gaps.
• 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.
• Drive and lead collaborative forecasting with customers to improve forecast accuracy and reduce service losses.
• Partner with CBD team to resolve service gaps and support joint business planning.
• Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness.
• Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
• Liaise with cross-functional teams (e.g., Supply Chain, Finance, CD, Quality) to ensure seamless execution and issue resolution.
• Manage and lead order processing team to ensure all customer orders are fully processed, correctly allocated, and followed through until final delivery.
• Manage UAE stock movement and transfers, ensuring timely and accurate execution aligned with customer demand and operational plans.
• Optimize customer-related iOPS processes (e.g., delivery handling, ordering behavior) by initiating and managing improvement projects with customers and internal teams.
• Integrate new customers and channels into existing processes in close alignment with the CD team.
• Evaluate logistics efficiency and cost implications of ordering behavior and initiate corrective actions.
• 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.
• Aid in change notification management, especially for price and product master updates.

REQUIRED QUALIFICATIONS

Skills Profile

Business Acumen

• iOPS Process Model
• Operational Procedures
• Cross-Functional Knowledge

Technical & Analytical Skills

• Data Analytics and Insight Generation
• Process Optimization
• Digital Tools and Dashboards
• CCFOT and Service Level Analysis
• E2E Supply Chain knowledge

Soft Skills

• Stakeholder Management
• Communication and Negotiation
• Problem Solving
• Customer-Centric Mindset
• Bias for Action and Simplification
• Collaboration and Project Leadership

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.