*about unilever*
with 3.4 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 - 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 don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.
*global customer hubs team*
gbs (global business service) is a new area in unilever. It will be leading a huge transformation when it comes to value creation, productivity and adoption of new technologies. It comprises many services lanes like customer, marketing, people experience and finance. For the first time, all these services are together to unlock value to the company and beat the market when it comes to providing solutions. It is the way unilever will bring latest trends and technologies to play a central role to the gap 2030.
More specifically, the global customer hubs team is the solutions partner of customer operations and customer development for the e2e operations execution of unilever. We partner with these business functions to deliver speed, agility, and efficiency in promotional planning & execution, e2e sc planning, order-to-delivery, bill-to-cash, master data, and reporting.
The global customer hubs team reimagine processes end to end, elevating them into global hubs empowered with technology, and run by industry leading partners. We deliver superior customer experience and perceived frictionless operations, while releasing capacity in markets to focus on generating and fulfilling demand, powered by digital and ai. The hubs are a critical enabler for growth by reducing complexity, releasing capacity, and unleashing technology in operations.
We aim to become the industry-first e2e value network operation that drives superior customer experiences to enable growth. We do this through digital technology, artificial intelligence, strong partnerships, and future-fit people. It is about writing the next chapter of operations with partners in hubs.
*p*urpose of the role*
the customer hub lead is the focal point for ensuring excellence in the delivery of the hub and the creation of future operational capabilities & capacity with our strategic partners to deliver to business units and markets across the latam region. The role leads the interaction between the market and the hubs in latam, while interaction with global teams to drive harmonization, scale and cross fertilization across global operations. The hub leader also designs the future of the hub when it comes to new scopes, new capabilities and new technologies. A strong combination between performing & transforming.
*main responsibilities*
this role acts as the custodian of the future transformation journey with our strategic partners, transforming the processes which are transitioned per market to consistent and scaled efficient operations for all markets in line with our blueprint and strategy. This includes:
- assuring excellence in service delivery to the businesses from our strategic 3rd party partner measured by delivery vs. key performance metrics.
- accountability for timely deployments of the relevant planned transformations.
- managing commercial and contractual relationship with the partner.
- ensuring control frameworks are rigorously adhered to across the whole system (and operationally improved).
- be an active player in the global development of the current and future capabilities.
- acting as a global functional lead across all hubs for an assigned domain.
You will play a key role in connecting with the product owners (process, digital & technology), ensuring adherence to the operating model and also driving out future model updates at pace and scale across latam markets.
Finally, and critically, you will be accountable for identifying, developing and sustaining a high performing team who establish a deep understanding of the model and bring it to life expertly through a high level of business intimacy with the markets/areas that they support.
*experiences & qualifications*
- bachelor’s degree in supply chain, engineering, or business/management
- minimum 10 years of experience working in supply chain management, order to cash, or cd operations
- experience in delivering day to day operations and transformation for one or more of the process streams in scope - promotional planning & execution, e2e sc planning, order-to-delivery, collections, master data.
- experience in working with and delivering th