Global Customer Hubs
The Global Customer Hubs is the solutions partner of Customer Operations and Customer Development for the end-to-end “run” operations of Unilever. We partner with these business functions to deliver speed, agility, and efficiency in Promotional Planning & Execution, Supply Chain Planning, Order-to-Delivery, Bill-to-Cash, Master Data, and Reports.
The Global Customer Hubs team delivers flawless operations while reimagining 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.
JOB PURPOSE
You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are passionate about leading transformation through digital, hubs, and standardization of processes in end-to-end operations, then this role is just for you.
WHAT WILL YOUR MAIN RESPONSIBILITIES BE
As part of the Global Customer Hubs, you will be responsible for handling Planning Operations in the Greater Asia region which includes Philippines and Thailand. You will oversee the delivery of operations across Demand Planning, Supply Planning, Materials Planning, Import / Export Planning, DRP across the region. You will be the focal point for ensuring that processes owned by the hub are run effectively and efficiently across the entirety of the Planning end-to-end operations, transformation of processes to adopt to new technologies such as Kinaxis and FEU, uphold the Global Process Model for Plan-related products, level up capabilities of Hub Partners, and transition into Hub new scope that falls under ownership of the Global Customer Hub space.
Deliver value through operational excellence
Accountable for ensuring day to day operations is delivered with superior experience by the hub for the market. Drive KPIs/SLAs and evaluate for any additions/ changes with changing business requirements
Accountable for a robust and fully functioning governance model between market, hub, and product/capabilities teams. Holding the cross-functional team accountable for the role they play in bringing the design to life. This includes ensuring rigorous GFCF and operational controls, and an effective BCP is in place in the hub operations
Accountable for ensuring operations is on its path toward world class level of productivity through continuous improvement. This includes delivery of the committed hub efficiencies, ensuring actual FTE in operations matches what is in the contractual price workbooks
Enable growth through standardization and digital transformation - Leverage global scale of operations by driving standardization of operations as per the global process model, working closely with the markets and hubs
Drive maximum adoption of technology – both in terms of breadth of application across different scenarios / use cases, and depth of usage (i.e. level of no touch operations). This requires coordination and collaboration with the market, hub, and product & capabilities teams
Develop the hub into a solutions partner providing decision support through analytics and insights
Build a winning team - lead a partner development program to ensure hubs have the right capabilities to deliver superior experience and a winning operation
Lead and actively participate in the global network of hubs
Finally, and critically, as the lynchpin for customer hubs, this role is accountable for operating, developing and sustaining a high performing team to deliver across the key areas of responsibility. The person must establish a deep understanding of the customer hubs model and bring it to life through a high level of business intimacy with the market process owners
Experiences & Qualifications
Bachelor’s Degree in Supply Chain, Engineering, or Business/Management
Fresh Graduates are welcome, but 2 or more years of experience working in Supply Chain management and Planning Operations is preferred. Experience in delivering day to day operations and transformation for one or more of the process streams in scope – Demand Planning, Supply Planning, Materials Planning, Import / Export Planning, DRP
Proven business/financial acumen, prior experience managing a large operational business unit
Experience is preferred in driving standardization, digital adoption, and analytics that enable the business to make better decisions, drive growth/efficiency, and gain competitive advantage
Experience in working with and delivering through strategic partners is preferred, knows how to leverage the relationship and commercial contract to maximize value for Unilever
Experience in complex transformation programs/change management and setting up new capabilities is preferred.
Experience in other related Supply Chain and Customer Operations / Logistics Pillars (Order to Cash, Make, Warehouse / Transport Management, CD Operations, Masterdata Management) is an advantage
Skills
Strategic thinker and integrator – able to conceptualize and articulate a vision of new ways to address business problems more effectively. Able to cut across functions and teams end to end to solve problems and deliver results
Execution-driven - able to translate vision into reality and hold the cross functional team accountable in order to deliver results across the ecosystem
Solutions mindset - focusing more on solutions instead of problems, able to identify root causes and drive the right actions / interventions
Navigating through ambiguity. Given the role of the Global Customer Hubs is always evolving and involves pioneering solutions not yet previously done, creating the way forward to proceed from Point A to Point B without previous history or experience is required
Delivering through others. Able to deal with multiple teams as big as 30-50+ FTE in size across multiple markets and partners, managing stakeholders at WL2 to WL4. Given the number of partners and stakeholders to manage, relationship management is also key in driving the agenda of the Global Customer Hubs
Leadership
Care Deeply: Cares deeply about how customers experience
our brands every day, everywhere; about our people’s growth and development and our impact on the planet. Cares about our performance, to a point where it hurts when we don’t win.
Focus On What Counts: Ruthlessly prioritizes what really, really matters, and allowing us to do better on fewer things. We set clear and stretching goals and recognise maximum performance impact.
Stay Three Steps Ahead: Thinks boldly and creatively to make breakthroughs in performance. We are always curious and confident ─ anticipating and staying ahead of customer needs and external trends to beat the competition.
Deliver with Excellence: Delivers everything we do with excellence and pace. We take personal ownership and hold each other to account – always finding a way to do what we’ve said we will do.
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.