Customer Experience Assistant Manager

Responsibilities

• Own customer experience improvements across UAE channels (Modern Trade, General Trade, and Digital Commerce) by analyzing service performance from order to delivery.
• Analyze Customer Case Fill on Time (CCFOT) performance to identify root causes for service level gaps.
• Lead collaborative forecasting and S&OE meetings with customers to align on operational priorities and resolve supply-demand issues.
• Act as the primary point of contact for operational escalations and drive long-term improvements in customer service metrics.
• Partner with cross-functional teams including Supply Chain, Finance, Customer Development, and Quality to ensure seamless execution.
• Manage the order processing team to ensure correct allocation and follow-through until final delivery.
• Conduct regular face-to-face customer meetings in Dubai to build relationships and solve problems collaboratively.
• Optimize customer-related iOPS processes and evaluate logistics efficiency to propose policy or practice revisions.

Requirements

• Strong knowledge of End-to-End (E2E) supply chain processes.
• Proven experience in data analytics, insight generation, and CCFOT/service level analysis.
• Expertise in process optimization and managing operational procedures.
• Exceptional stakeholder management, negotiation, and communication skills.
• Ability to lead cross-functional projects and manage complex customer relationships.
• A customer-centric mindset with a bias for action and simplification.

About the Company

Unilever is a global leader dedicated to making sustainable living commonplace. We believe in doing work that matters—for people and the planet—and we foster a diverse, inclusive environment where every individual can bring their "whole self" to work.