JOB TITLE: Customer Strategy & Digital Adoption Lead

　　LOCATION: UniOps, Bangalore

　　ABOUT UNILEVER:

　　Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best. Every day, nine out of ten Indian households use our products to feel good, look good and get more out of life – giving us a unique opportunity to build a brighter future.

　　Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.

　　ABOUT UNIOPS:

　　Unilever Operations (UniOps) is the global technology and operations engine of Unilever offering business services, technology, and enterprise solutions. UniOps serves over 190 locations and through a network of specialized service lines and partners delivers insights and innovations, user experiences and end-to-end seamless delivery making Unilever Purpose Led and Future Fit.

　　About the Role:

　　We're searching for a dynamic leader to drive our eB2B platform, shape customer experience, implement support structures, measure success, and transform our commercial strategy. This pivotal role offers a chance to influence our company's future by championing digital transition, technology adoption, and long-term customer experience. We seek a passionate leader ready to grow and make a lasting impact.

　　Responsibilities:

　　Customer Journey & Experience:

　　Lead the development and implementation of strategies to optimize the customer journey across the eB2B platform, from initial retailer migration to fostering long-term engagement and self-service adoption.

　　Leverage data and analytics to identify opportunities for customer education, behavior modification, and self-ordering initiatives.

　　Collaborate with markets to establish baselines for self-ordering behavior and design an adoption roadmap for eRTM markets not yet onboard.

　　Champion the "DDT ways of working" across all markets to streamline customer processes and enhance experiences.

　　Customer Support & UCare Implementation:

　　Design and set up an efficient customer support system for the eB2B platform.

　　Lead the successful rollout of the UCare product within all markets.

　　Ensure effective onboarding, training, and ongoing support for all customer support personnel.

　　Performance Measurement & NPS:

　　Own the development and execution of NPS surveys to gauge retailer satisfaction.

　　Analyze NPS data and partner with markets to implement action plans for positive score improvement.

　　Develop and deliver data and analytics products to measure business performance of the DDT program.

　　Establish a comprehensive performance management process and reporting system.

　　Track and communicate the business benefits and achievements of the DDT program against agreed-upon action standards and success criteria.

　　Commercial Strategy Transformation:

　　Lead the definition of key metrics, stakeholder roles (distributors, sales reps, etc.), and rewards programs to drive the success of the digital transformation program.

　　Design and implement future-proofed destination roles and structures for the distributive trade landscape.

　　Champion continuous improvement initiatives to refine and optimize the DDT program.

　　Qualifications:

　　Minimum 15 years of experience in a customer-centric role within a B2B, distributive trade operations with exposure to digitization at scale, or retail environment.

　　Proven track record in developing and implementing successful customer journey and experience programs.

　　In-depth understanding of digital transformation principles and methodologies.

　　Strong data analysis and interpretation skills.

　　Experience with performance management frameworks and reporting systems.

　　Excellent communication, collaboration, and stakeholder management skills.

　　Strategic thinking and problem-solving abilities.

　　Ability to thrive in a fast-paced and dynamic environment.

　　Desired Skills:

　　Experience in the B2B e-commerce or distributive trade industries.

　　Familiarity with UCare or similar customer support platforms.

　　Knowledge of customer satisfaction and loyalty measurement methodologies (NPS, CSAT).

　　Experience in driving organizational change and adoption of new technologies.

　　Passion for customer success and a commitment to continuous improvement.

　　If you are a talented and driven individual with a passion for customer success and digital transformation, we encourage you to apply.

　　At HUL, we believe that every individual irrespective of their race, colour, religion, gender, sexual orientation, gender identity or expression, age, nationality, caste, disability or marital status can bring their purpose to life. So apply to us, to unleash your curiosity, challenge ideas and disrupt processes; use your energy to make the world a better place. As you work to make a real impact on the business and the world, we’ll work to help you become a better you!

　　Job Category: Customer Development, Développement de la clientèle, Ventas

　　Job Type: CD Excellence Director_Cross Channel

　　Industry: UnileverExperiencedProfessionals