Customer Operations Leader

This review provides an in-depth look at the Customer Operations Leader (COL) position at Unilever, offering insights for potential candidates to understand the scope of the role and how it can contribute to their career development.

Opportunity Overview:

The Customer Operations Leader role is a pivotal position within Unilever's Supply Chain, specifically within Customer Operations. The core purpose of this role is to significantly enhance the customer experience and drive Unilever's ambition to be the #1 supplier in its industry. You will be instrumental in shaping how customers interact with Unilever, acting as a crucial link between the company and its key retail partners. This is a strategic role that demands a data-driven approach to customer relationship management and a commitment to ensuring the "voice of the customer" is heard and acted upon across various Unilever functions, including supply chain, customer development, and finance.

Advantages for Candidates:

• Strategic Impact: This role offers the chance to influence and improve customer experience at a strategic level, directly contributing to Unilever's market leadership goals. You will be at the forefront of driving customer-centric initiatives.
• Cross-Functional Collaboration: You will have the opportunity to partner closely with a diverse range of stakeholders, including Customer Development, finance, and various supply chain teams. This provides broad exposure to different facets of the business and strengthens your collaboration skills.
• Customer Relationship Development: The role involves building and nurturing strong relationships with manager-level contacts at key customers. This is a fantastic opportunity to hone your negotiation, influencing, and account management abilities.
• Innovation and Improvement Leadership: You will lead and support programs focused on customer experience innovation and continuous improvement. This allows you to develop your project management and change leadership skills in a tangible way.
• Data-Driven Decision Making: A strong emphasis is placed on using data-driven insights. This role will sharpen your analytical skills, enabling you to identify problems, determine root causes, and implement effective solutions.
• Career Growth and Development: Unilever is committed to employee development. This role encourages continuous learning, skill evaluation, and personal growth, aligning with their philosophy of nurturing talent. The exposure to various aspects of the supply chain and customer engagement can pave the way for diverse career paths within the organization.
• Visibility and Influence: Reporting to the Customer Service Manager and interacting with senior customer contacts, this role provides significant visibility and the opportunity to influence key decisions within the customer group.

Key Considerations for Candidates:

• End-to-End Supply Chain Understanding: A solid grasp of end-to-end supply chain operations and the flow of data is essential. Candidates should be comfortable analyzing information across the entire supply chain.
• Stakeholder Management and Communication: The ability to build trust and effectively communicate with a wide array of internal and external stakeholders is paramount. This includes adapting communication styles to different audiences.
• Problem-Solving Acumen: Strong logical thinking and problem-solving skills are crucial, especially in fast-paced situations. Candidates should be adept at identifying issues and developing practical solutions.
• Customer-Centric Mindset: A genuine passion for exceeding customer expectations is a must. This involves understanding customer needs, culture, and operational standards to identify opportunities for mutual growth.
• Adaptability and Resilience: The role requires the ability to remain calm and focused in dynamic environments and to be flexible in approach.
• Technology Adoption: An openness to embracing new technologies and leading the adoption of standardized tools within the team is expected.
• Travel Requirements: Willingness and ability to travel to customer sites are part of the role, facilitating deeper understanding and relationship building.
• Financial and Commercial Awareness: While not explicitly a finance role, understanding the customer and Unilever P&L, as well as the Order to Cash cycle, and how supply chain impacts commercial measures, will be highly beneficial.

In summary, the Customer Operations Leader position at Unilever is an exciting opportunity for ambitious individuals looking to make a significant impact on customer relationships and supply chain excellence. It offers a dynamic environment for professional growth, strategic influence, and the chance to be a key driver of customer success within a leading global organization.