Customer Experience Projects Lead (Supply Chain)

This role at Unilever is for a Customer Experience Projects Lead in Supply Chain, focusing on improving customer satisfaction and operational efficiency. The successful candidate will collect and analyze customer feedback, work with cross-functional teams to address issues, and participate in the development and harmonization of O2C processes. The role requires a proactive approach to drive improvements in customer service and logistics, evaluate cost-to-serve efficiency, and monitor key performance indicators.

Must Have

• Collecting and analyzing customer feedback to identify areas for improvement
• Working closely with customers and using data analytics to get customer insights
• Working with cross-functional teams to improve customer satisfaction and address any issues
• Participates in the development and harmonization of O2C processes, executes required testing and signoff
• Active participation in internal (process) or external projects with customers
• Evaluation of C2S efficiency and drive implementation of improvements actions with customers
• Providing input to commercial contracts (regarding O2C, LTT, Supply chain processes, electronic data exchange)
• Evaluating cost to serve efficiency and cost, especially inefficiencies from ordering behavior
• Monitoring and delivering of KPIs and agreed WoW in all O2C processes
• Participating in and providing input for projects and improvement initiatives related to Order to Deliver area
• Minimum of 3 years of experience in go to market supply chain functions (Customer Service or Logistics)
• English language - minimum B2 level
• Polish language - native
• Advanced knowledge of SAP and MS Office
• Analytical skills
• Solution & problem-solving mindset
• Communication & collaboration skills
• Ability to deal with 3rd parties
• Understanding customers and their needs

Good to Have

• Understanding of processes and technology
• Management skills
• Understanding Pega and AATP

Perks & Benefits

• Hybrid work and flexibility
• Opportunities for the development and improvement of qualifications
• Sharing the cost of professional training & courses
• Life insurance
• Private medical care
• Pension fund
• Sharing the cost of sports activities (Benefits System – Cafeteria)
• Extra days off to take care of yourself and others
• Unilever store - Our products at attractive prices

JOB PURPOSE

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. If you are passionate about challenging status quo, have hunger for impact, can-do approach and strong ownership then this role is just for you!

Join the winning team and take it to the next level! Because here, we don’t just hire for jobs. We invite you to be part of something bigger.

KEY RESPONSIBILITIES

• Collecting and analyzing customer feedback to identify areas for improvement
• Working closely with customers and using data analytics to get customer insights
• Working with cross-functional teams to improve customer satisfaction and address any issues
• Participates in the development and harmonization of O2C processes, executes required testing and signoff in case of technical projects
• Active participation in internal (process) or external projects with customers.
• Evaluation of C2S efficiency (order/delivery frequency, specific customer requirements) in cooperation with Logistic Specialist and drive implementation of improvements actions with the customers
• Providing input to commercial contracts (regarding O2C, LTT, Supply chain processes, electronic data exchange)
• Evaluating cost to serve efficiency and cost, especially inefficiencies from ordering behavior
• Monitoring and delivering of KPIs and agreed WoW in all O2C processes
• Participating in and providing input for projects and improvement initiatives related to Order to Deliver area

REQUIRED QUALIFICATIONS

• A minimum of 3 years of experience in go to market supply chain functions such as Customer Service or Logistics
• English language - minimum B2 level and Polish language - native as a must
• Advanced knowledge of SAP and MS Office
• Analytical skills, solution & problem-solving mindset
• Communication & collaboration skills
• Ability to deal with 3rd parties
• Understanding customers and their needs

PREFERRED QUALIFICATIONS

• Understanding of processes and technology
• Management skills
• Understanding Pega and AATP is beneficial

ADDITIONAL INFORMATION

• Hybrid work and flexibility
• Opportunities for the development and improvement of qualifications
• Sharing the cost of professional training & courses
• Benefits: life insurance, private medical care, pension fund, sharing the cost of sports activities, Benefits System – Cafeteria and many others
• Extra days off to take care of yourself and others

Unilever is an organization 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.

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.