Customer Operations Lead- Kenya

Unilever is currently hiring for Customer Operations Lead Kenya

Function : Customer Operations/ Supply Chain

Work Level: 2C

Reports to: Head of Customer Operations Africa

Scope: Kenya (Including Uganda)

Location: Nairobi

ABOUT UNILEVER

With billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people â we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We donât believe in the âone size fits allâ approach and instead we will equip you with the tools you need to shape your own future.

CATEGORY/FUNCTION INTRODUCTION

Customer Operations is a new function inside Unilever Business Operations that aims to deliver superior customer experience to all Unilever's customers and establish Unilever as Supplier no. 1 in the industry! The function manages the Plan to Deliver to Cash cycle and delivers exceptional stock availability, optimised inventory, optimised distribution costs and exceptional cash collection.

JOB PURPOSE

Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. 

The CO lead focusses on operational responsibility for primary sales customer collaboration through efficient planning, logistics and order to cash which delivers superior customer experience Leads the program to get Unilever to be the #1 Supplier for our customers in Kenya as well as driving improved service to neighbouring countries (Tanzania, Uganda etc.) Single point of accountability for Customer Operations in the market. The CO transformation will re-engineer the organisation, processes and technology to deliver improved customer experience, tech and processes needed to grow the business. Business partners CD and Manufacturing in the market Ensures rigour and controls are in place in the S&OP Process to improve FA, FB and VVD Delivers primary sales result monthly within the guardrails of revenue recognition, customer inventory targets and TTS targets as set by CSP

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Owns the E2E demand plan and demand fulfilment of the market - from Plan to Cash and tracks performance outcomes with the market. Accountable for Customer experience. Interacts with customers from trade promotion management, multiyear customer collaboration program for #1 Supplier, primary sales order taking to cash collection Accountable for customer operations and trade promotion management within guardrails Identifies operational risks which impact growth and cost and provide insights that can be turned into workable solutions Accountable with logistics to deliver OTIF to customers, joint work on Cost to Serve, ensuring collaboration of Customer Service and logistics to drive service, value unlocks and the carbon neutral agenda for logistics with partners and customers Accountable for master data management; implements policies and delivers required financial controls Adheres to defined guardrails and executes the cost to serve strategy

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

Relevant Degree 5 years+ management experience Senior WL2C level with relevant experience Experience SC ideally in Plan and / or Deliver; Experience in CD ideally CD Operations or CBD Experience in leading large teams Experience in being a Change Leader â leading diverse teams in landing transformational program Outcome-driven with proven track record in driving results across the ecosystem  High business acumen - Good understanding of end-to-end process and key cycles with the local business Track record in âOperationsâ; and creating value with Partners Strategic thinker â Should be able to think "bigger picture" in how we address business challenges. Highly Influential with a key strength in storytelling and proven business acumen who can engage well at all levels and steer the LT and other decision makers to drive value for the business. Viewed as top talent

Skills

S&OP Customer business planning Basic financial understanding

Leadership

You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins. You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed. Critical SOL (Standards of Leadership) Behaviors PERSONAL MASTERY : Sets high standards for themselves. Has emotional intelligence to take feedback, manage mood and motivations, and build empathy for others. PASSION FOR HIGH PERFORMANCE : Generates intensity and focus to motivate people to deliver results at speed. Takes personal responsibility and accountability for execution and results. TALENT CATALYST: Invests in people â coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best. PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever. CONSUMER LOVE: Invests time inside and outside to understand the needs of consumers. BUSINESS ACUMEN: Creates sustainable growth with purpose, engaging different partners across the system for change.

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.