NALI Customer Service & Logistics Excellence & Supply Chain D-commerce Manager

Job Main Scope

In this role, you will be responsible for leading the dCom agenda across several key transformative areas, in addition to logistics excellence and customer service excellence. Your primary focus will be on developing and implementing strategies to optimize logistics operations for all channels and drive exceptional customer experiences. You will collaborate closely with cross-functional teams to identify opportunities for improvement, implement innovative solutions, and ensure seamless end-to-end customer journeys. Your role will involve managing and enhancing logistics processes, leveraging technology for efficiency gains, and championing customer-centric initiatives.

D-Comm

Job Responsibilities:

• Support the piloting and proving concept of D2C/B2B models, incl setting up direct fulfilment within Unilever logistics network.
• Support the implementation on new systems required for seamless operations of D2C/B2B models.
• Facilitation of centralization, automation, digitalization of dCommerce operations
• Investigate and propose opportunities for operations centralization and/or automation.
• Driving program for development of a strong dCom community based on existing practices, but also building new initiatives and engagement strategies.
  
  

Logistics Excellence

• Key point of contact for all Logistics related issues for NALI.
• Key connection between Global Logistics team & NALI Logistics Team.
• Responsibility of managing the Logistics Digital transformation projects & RTVA.
• Responsible on NALI logistics financials and its KPIs.
• Review logistics processes to allow areas of digitalization and optimization.
• Bring savings and improve efficiencies through digital solutions.
• Monitor Transport-Related Service Losses & feedback to the planning lead for analyzing & plugging these loss gaps.
• Implement OTM / Broadening scope of OTM in NALI.
  
  

Customer Services Excellence

• Analyze service level loss tree and align & lead needed actions with our stakeholders.
• Lead service level enhancement projects (implementation/alignment/project planning).
• Work closely with the global excellence team setting the road map of NALI Customer service.
• Lead #1 supplier of choice program.
• Partner with internal and external stakeholders to drive mutual service level enhancement agreements.
• Work on CPFR program (Collaborative Planning, Forecasting and Replenishment) implementation with key customers.
• Perform business complexity analysis to influence key processes and structure enhancement projects.
• Align, facilitate, and monitor customer service department saving projects.
• Update Customer Segmentation portfolio to enhance Unilever service level.
  
  

Job Experiences & Qualifications Required

• 7+ years of experience in supply chain management.
• Process excellence and transformation experience
• Experience in business planning
• Commercial acumen
• D-COM experience is a plus
• Analytical Thinking & data driven decision making
• Project management
• Willingness to travel as needed to support implementation and collaboration efforts across the region.
• Ability to lead change/transformation with a positive impact.
  
  

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.