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Head of Customer Experience

2 weeks ago

Dhaka, Dhaka, Bangladesh Unilever Full time ৳1,200,000 - ৳3,600,000 per year

Job Title: Customer Experience & Logistics Director, Bangladesh Location: Bangladesh, Dhaka Reporting to: Ahmed Kadous Work Level: 3X Main Job Purpose: The Customer Experience and Logistics Director, Bangladesh leads all aspects of our Customer experience operations and logistics in Bangladesh with a Turnover of 500+mE. The role will be responsible for delivering world-class service to our customers, ensuring efficient and cost-effective logistics solutions in place for today and tomorrow. This role requires a strategic thinker with a strong background in integrating various parts of Supply Chain Logistics, Factories, Planning and beyond supply chain such as Order-to-Cash (O2C), AR, Master Data Management (MDM), etc. to deliver superior service and cost. This role is part of the Customer Operations PTAB (Pakistan, Turkey, Arabia, Bangladesh) Leadership Team and contributes to the CO agenda for the region (3bnE). This agenda focuses on Demand Creation, Enterprise Excellence and building teams that are equally strong in Digital and Operations capabilities.

  • Shape the Future of Customer Experience: Lead transformative initiatives that elevate service standards across all channels, setting new benchmarks for customer service and loyalty.
  • Drive Strategic Alignment: Partner with Customer Development and cross-functional teams to embed logistics excellence into business strategy, unlocking growth and agility.
  • Build & Empower High-Impact Teams: Cultivate a purpose-driven, high-performing culture by attracting top talent, investing in development, and inspiring continuous growth.
  • Champion Operational Excellence: Position Unilever as the Shipper of Choice through trusted partnerships and a relentless focus on quality, reliability, and innovation.
  • Lead with Purpose: Embed safety, sustainability, and decarbonization into the heart of logistics operations - driving long-term value for people, planet, and performance. Key Responsibilities include,
  • Logistics Operations Management: Oversee logistics operations, including transportation and warehousing across Bangladesh.
  • Deliver Best in Class Logistics: Manage the Bangladesh warehousing and transport network with an annual spend of 10mE, optimize the cost to serve, aiming to reduce logistics costs, manage the performance of service providers, ensure high standards of service and compliance with contractual agreements, ensure warehouse network design, address business growth needs with multi-year masterplans, anticipate capacity requirements within the season and year-on-year, ensure the logistics network can handle peak demands and growth, deliver excellence in logistics operations and execution, continuously automate warehouse, deploy technologies, lead repacking operations. Deliver Superior Products, Focus on Logistics Quality to minimize damages, product shortages, pilferages.
  • Customer Experience Initiatives: Drive a customer service mindset throughout the value chain, ensuring high levels of customer satisfaction, while managing order processing from multiple interfaces for across all channels. Ensuring accurate master data management in SAP for smooth processing across multiple platforms and ensuring best use of customer working capital by ensuring right stock mix at customer end. Crafting and implementing customer service strategies complimenting with evolving CBD strategies.
  • Optimization Projects: Lead logistics optimization projects to facilitate major transformations and cost-effectiveness initiatives. Also, co-ordinate digital transformation and accelerate data analytics driven decision making in customer service.
  • Distribution Planning: Manage distribution requirement planning and the customer order cycle to enhance efficiency.
  • Performance Monitoring: Monitor and analyze logistics performance metrics to identify areas for improvement, daily secondary sales across distribution centers, ensuring on-time and complete deliveries to customers, Implementing effective pricing and grammage change pipelines to minimize business waste, and overseeing Category promotions, ensuring seamless execution and meeting customer expectations. Key Interfaces
  • Collaborate with supply chain and customer operations teams, including sourcing, planning.
  • Partner closely with the Customer Development teams
  • Engage with global logistics, IT, and third-party service providers. What You'll Need to Succeed: You're a visionary: Bringing innovative solutions to complex business challenges and helping customers, and business units understand what is possible through Unilever's logistics network You make it happen You are accountable, you dive deep into challenges, you keep your focus on results, and you effectively collaborate to get the job done. You're a collaborative connector: Working across key business stakeholders to identify and action business issues / opportunities. You love to win and have fun doing it: Make a big business impact by driving growth and efficiency for Unilever through innovative logistics solutions. You're a storyteller: Translate complex and disparate datasets to insights in a way that is simple for business teams to understand and apply You're a culture & change champion: Inspire a new generation of leaders across the business. Experience & Qualifications:
  • Education: Degree in logistics, supply chain management, business/ finance, engineering or a related field.
  • Experience: 15+ years in supply chain operations, with proven track record of leading large teams
  • Project and Change Management: Proven track record in managing complex projects and change management, including supply chain and digital transformations.
  • Knowledge and experience of SAP, Warehouse Management Systems (WMS), transportation market dynamics; and how to manage customer relationship. Skills
  • Strong leadership skills for proactive management and communication of business opportunities and risks.
  • Team leader : guides and empowers a diverse and large team
  • Great interpersonal and influencing skills to Lead CX strategy across CD-SC-Customer Operations, and to manage stakeholders across 4 Business Units
  • Customer Orientation: Agile, proactive, and focused on delivering excellent service.
  • Safety & Compliance: In-depth knowledge of road safety, transportation security, and environmental standards.
  • Pragmatic & Resilient: comfortable working in a matrix organization with some level of ambiguity and overlap, while delivering outcomes through collaboration and partnership.
  • Encourage problem-solving, strategic thinking and customer-orientation.
  • Data and technology acumen: understand the power of data and technology and see how this can increasingly simplify our work & bring better insights.
  • Excellent English communication skills, both written and verbal.
  • Curiosity and Innovation: A high level of curiosity to embrace continuous improvement and leverage new technologies.
  • Change Lead : You role model resilience and care. You navigate these uncertain times by flexing plans and your leadership style, always with authenticity.
  • Effective Stakeholder Engagement: You will be responsible for both internal and external stakeholder engagement for driving growth and to manage volatilities within market.

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.