Customer Experience Manager Job at Unilever (Kingston)

Customer Experience Manager

Unilever

Location:
United Kingdom , Kingston

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The key purpose of the role is to drive improvements in the overall experience our Customers have when they work with Unilever, aligned to our ambition of becoming the #1 Supplier in our industry, as perceived by our Customers. The Customer Experience Manager is responsible for leading how we work with our Customers for a given account team group or country. The role is focussed on developing relationships with the senior contacts within the Customer Commercial and Supply Chain teams, leveraging these to develop joint strategic action plans. An essential element of the role is providing leadership and development to your Customer Experience Team (across both Unilever and Genpact roles). The Customer Experience Manager is responsible for monitoring the total performance of how Unilever executes our plans with our Customers across Commercial and Supply Chain, leading for process excellence, shining a light on issues and driving improvements. They are data driven in their approach, excellent at prioritisation to ensure effort is spent in the areas that can add most value. The role champions the use of the latest tools and technology to deliver results. The Customer Experience Manager provides leadership on how we should segment and interact with our Customers and sets the contact strategy. By being close to Customer needs and developing strong trusting relationships with senior Customer contacts, the role identifies the areas where Unilever needs to focus and drives change in those areas in order to move us closer to our goal of becoming #1 in the industry. The role helps others in the organisation to understand the external context and what risks / opportunities these might pose for Unilever. In this context, the Customer Experience Manager has an important input into developing the Customer Operations Strategy. This role business partners the account team or country Customer Development Director(s), providing insight and input to Customer strategy.

Job Responsibility:

Relationship development with key senior contacts within the Customer Commercial and Supply Chain teams
Drives Improvement in Customer experience metrics (Dispatch Rate, Overdue payments, Forecast Accuracy & Bias, Invoice Accuracy, On Shelf Availability, Claims Completion Times, # of escalations and time spent on escalations, Trade Terms compliance,)
Drive the agenda to enable Unilever to become the #1 Supplier, as measured by the Advantage Group Survey, including mastering what is important for your Customer and how this translates into the specific questions asked within the survey
Understand Customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) so as to develop opportunities for improved service, reduced cost to serve (including Trade Terms compliance), improved on-shelf availability. Alongside this, the role owns the Customer contact strategy. Ensure the voice of the Customer is heard within Unilever and Genpact
Management of the team of Customer Collaboration Specialists providing support and structure for individual and team development, and set priorities / guidance for the extended Customer team (including team members working for partner organisations). Coach the team to close skills gaps across finance, Commercial, and SC knowledge. Foster an environment of team working across the Unilever and Genpact teams
Ensure Customer insight is fed into the forecast process, working in partnership with CD to achieve this. Driving an improving trend in the Customer level forecast accuracy and bias
Be the main contact point for the Customer Development Director(s) within the Customer Operations team. Agreeing joint improvement plans with Customer Commercial and Supply Chain teams. Work with the Customer Experience Director to develop and deliver the total Customer Operations strategic plan and maintain a cohesive department by taking responsibility outside of the account team for particular processes / projects across the department

Requirements:

Supply Chain and/or Customer Operations Experience – An experienced SC and/or Customer Experience Manager who can align sales and logistics with supply chain capabilities and with customer needs including managing demand forecasting and improvement of performance metrics like ON TIME IN FULL
Strong analytical Skills – Champions and uses data to drive insight, quickly able to identify to identify problems, root causes, and solutions. Effective at prioritising these for maximum return on time spent. understands Customers Operations and Supply Chain metrics well and use data to inform and influence internal and external stakeholders
Leadership abilities – is highly motivated to make the best contribution that they can and bring out the best in others. Is able to flex their style, adjust messages and how they are delivered based on the audience and the situation. He/she has experience in leading high performing teams, demonstrating high EQ, is able to nurture and build talent. Ability to set a vision for others of how we can improve, and articulate why it is so important, so as to build motivation in the organisation to achieve the vision. As part of this set high standards for the team
Commercial Business Understanding – understands the Customer and Unilever P&L and how the end-to-end Order to Cash cycle operates. Able to identify process improvement opportunities within the Order to Cash cycle
Relationship Building, Partnering, and Influencing – Ability to partner and build trust with a range of stakeholders both internally and externally, using effective communication and influencing skills. Ability to hold positive tension (in other words saying no effectively) when navigating with internal teams to serve our customers better towards a bigger impact
Externally Orientated & Proactive in Identifying Risks / Opportunities – reading the external context within the market and the pressures impacting our Customers, using this to clearly articulate to others what the growth opportunities and risks are for Unilever and driving others to plan ahead
Lifelong Learner – is committed to constantly developing themselves, regularly evaluating their knowledge / skills gaps and taking action to continue to develop in these areas. As a leader they also encourage others to have the attitude of a lifelong learner
Ability to leverage Machine Learning, Copilot, and Generative AI tools, alongside advanced data analytics, Power BI dashboards, and Power Automate workflows to drive insight, efficiency, and decision-making
Process Driven – sees the value in getting things right first time, and organises ways of working to make this happen in a repeatable way
Technology Advocate – embraces new technology, seeks to understand how it works in depth and leads for the use of standardised tools within their team

What we offer:

competitive salary
pension scheme
annual bonus
a free gym / discounts to a local gym
a staff shop
shares
opportunity to work directly with our renowned and exciting brands
flexible and agile environment
family-friendly culture

Additional Information:

Job Posted:
February 01, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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