Ice Cream Out of Home CRM & Operations Manager

Unlock Your Career Potential with the Ice Cream Division's Bold New Chapter

Get ready to be part of something truly exciting! The Ice Cream division at Unilever is embarking on a transformative journey, poised to become an independent, publicly listed company by the end of 2025. This is a unique opportunity to join a newly formed entity with the ambition to become the ultimate snacking company, fostering a culture where growth, innovation, and a founder's ownership mentality are not just encouraged, but actively cultivated and rewarded. If you dream of shaping the future of an iconic industry and turning everyday moments into lasting memories, this is your moment.

About the Magnum Ice Cream Company:

The newly envisioned Magnum Ice Cream Company is built on the principle of relentless growth – for the business, for our customers, and crucially, for our people. Empowerment is at the core of our philosophy, freeing our colleagues to be innovative, responsible entrepreneurs. We are equipped and driven to deliver exceptional products and unforgettable consumer experiences, all while fostering a fun and dynamic work environment. With a heritage spanning over 100 years and a portfolio of beloved brands like Walls, Cornetto, and Ben & Jerry's, enjoyed in 76 countries, we stand as the world's largest and most respected Ice Cream company. We are investing significantly to unlock the full potential of this standalone entity, creating a fast-paced and agile organization that dreams big and acts with simplicity.

Opportunity: Ice Cream OOH CRM & Operations Manager (Kingston)

We are actively seeking a dynamic and results-driven Ice Cream OOH CRM & Operations Manager to lead and drive our Out-of-Home (OOH) Customer Development operations. This pivotal role involves the strategic development, meticulous implementation, and continuous optimization of our Customer Relationship Management (CRM) strategy. You will be instrumental in managing our CRM platform to elevate customer engagement, streamline sales and marketing processes, and ultimately, fuel business growth. This position offers a fantastic chance to collaborate closely with diverse, cross-functional teams, ensuring seamless CRM integration and delivering critical, actionable insights to strengthen customer relationships. Furthermore, you will play a key role in supporting new requirements and capabilities as we transition to our new, independent Ice Cream organization.

Our sales teams are the engine of our success, building vital customer relationships and ensuring product visibility and availability. To empower them to excel, we are committed to providing best-in-class CRM capabilities and fostering a data-driven approach to all activities. CRM is central to our strategy for nurturing customer relationships, offering a comprehensive 360-degree view of our customers, and enabling informed, data-driven decisions. This role will optimize sales execution, target new and existing outlets based on performance data, enhance collaboration with distributor sales representatives, and significantly improve customer satisfaction. We are also deeply invested in digital engagement and digitizing customer journey elements to drive efficiency and reduce our cost to serve.

The Ice Cream OOH CRM & Operations Manager will report directly to the IC OOH CD Director, offering significant visibility and impact within the organization.

Key Responsibilities & Your Impact:

• CRM Strategy Development: Define and implement a cutting-edge CRM strategy specifically tailored to the unique needs of our OOH customers. Align CRM initiatives with overarching business objectives to drive revenue growth and foster lasting customer retention.
• System Management: Oversee the configuration, customization, and ongoing maintenance of our CRM platform. Ensure the system effectively supports and enhances our sales, marketing, and customer service functions.
• Data Management and Insights: Master the art of managing and analyzing customer data to uncover critical trends, identify new opportunities, and generate actionable insights. Uphold data accuracy and integrity through rigorous audits and proactive maintenance. Develop insightful dashboards and reports to meticulously monitor key metrics and sales activities.
• Collaboration and Training: Forge strong partnerships with sales, marketing, and customer teams to refine CRM processes and drive widespread adoption. Provide essential training and ongoing support to team members on CRM usage and best practices, acting as the go-to expert for all CRM-related inquiries and troubleshooting.
• Customer Journey Optimization: Architect and enhance automated workflows for lead nurturing, Point-of-Sale (POS) onboarding, and POS retention. Strategically segment audiences to deliver highly personalized campaigns based on next-best-action principles. Monitor and continuously improve all customer journey touchpoints to maximize satisfaction and loyalty.
• Performance Monitoring: Diligently track and report on CRM performance metrics and return on investment (ROI). Continuously refine strategies and processes to achieve superior outcomes. Monitor and enhance conversion results of data-driven campaigns, driving ongoing optimization.

What You Need to Succeed:

• Extensive, hands-on experience with Field Sales operations.
• Demonstrated proficiency with leading CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics, or similar).
• A strong grasp of B2B sales and marketing processes.
• Exceptional data analysis skills and familiarity with reporting tools.
• Proven experience with automation tools and the integration of third-party applications.
• Outstanding communication, organizational, and problem-solving abilities.
• A proven capacity to manage multiple stakeholders and drive effective cross-functional collaboration.
• A strong track record of success within CRM and related systems.
• Advanced proficiency in Microsoft Excel.

The Ice Cream Way – Leadership that Drives Success:

We are actively seeking bold, driven individuals who thrive in a fast-paced, dynamic environment and embody our core values. Success in our organization is defined by:

• Focus on Growth: Embracing new challenges, actively seeking opportunities to innovate, and continuously striving for expansion and improvement.
• Speed & Simplicity: Working efficiently, adapting rapidly, and simplifying processes through technology to achieve superior outcomes, always underpinned by ethical decision-making.
• Winning with Fun: Fostering a collaborative spirit, integrating seamlessly with a founder/owner mindset, and prioritizing the company's best interests. Building diverse, inclusive, and winning teams that propel our business forward.
• Bold Innovations: Experimenting with fresh ideas and innovative thinking that shape our industry, from product development to customer experiences, driven by a deep obsession with the consumer.
• Care & Challenge: Cultivating an open, transparent environment that promotes growth, encourages candid feedback, and upholds high standards while fostering strong support and camaraderie.
• Expertise in our Category: Possessing a deep understanding of our industry, customers, and market trends to stay ahead, turn challenges into opportunities, and lead with curiosity and insight.

If these qualities resonate with your professional aspirations, we invite you to connect with us and explore how you can be an integral part of our exciting journey.