Customer Operations Manager at Unilever

Vacancy Title:
Customer Operations Manager

Type: Full-Time
Industry: Business Management and Administration
Category: Customer Service

Jobs at: Unilever

Deadline for Application: Saturday, February 15, 2025
Duty Station: Within Kenya, Nairobi, East Africa

Summary

Date Posted: February 03, 2025
Base Salary: Not Disclosed

Jobs in Kenya

Unilever Vacancies in Kenya
Unilever jobs in Kenya

Job Details

Job Purpose

Governance within the CD organization with a strong focus on building long-term capabilities while managing daily operational efficiency. CD Excellence ensures a smooth and cost-effective operation between the company, customers, and specific third parties. The key challenge of the role is to develop consistency and coherence in the daily operation of the CD organization, enabling account, field, and customer marketing teams to focus on core selling roles.

Main Responsibilities

• Alignment with Trade Strategy:
  • Supports setting the process and contributes to defining:
  • National Trade Strategy
  • Customer Value Assessment
  • Trade Terms Structure
  • Coordinate Pricing
• Business Processes & Operating Guidelines:
  • Ensure smooth processes to deliver:
  • Retail Strategy
  • CBP / CMP
  • CD input into S&OP
  • Annual negotiation strategy
  • OpCo and assortment
  • Set up and structure all CD business meetings
  • Sales Force Incentives (SFI) for Field Sales team
• Methods, Tools, Systems & Data:
  • Maintain and implement supporting tools (legacy CD IT tools and new developments)
  • Customer Hierarchy
  • Sales reporting model
  • EFOS data
  • Support Customer Service
• Communication, Information, Training:
  • Manage and facilitate internal and external CD communications
  • Provide all CD information to Field Sales, other CD roles, and other departments
  • Identify needs and roll out training programs
  • Design and implement sales incentives model
• 3rd Party Management & In-Store Execution:
  • Manage contracts and execution of merchandising agencies providing in-store execution and data measurement
  • Responsible for distribution of POP materials
  • Monitor and improve CD Overheads
  • Manage CD national and local events

Key Performance Indicators (KPIs):

• Field productivity and execution KPIs
• Delivery of CD IT/analytics capabilities and projects
• Delivery of CD cost savings programs
• OTIF and Training Scores on Learning Calendar

Experiences & Qualifications

• Minimum 2 years experience in Sales within the FMCG industry
• B. Comm degree (preferably in Marketing, Business Administration, Financial majors)
• Strong experience in designing and managing processes
• Demonstrated cross-functional team experience
• Business and project management experience

Job Application Procedure

Interested and qualified candidates? Go to Unilever on careers.unilever.com to apply.