Customer Experience & Operations Lead

Unilever; Manama; On-site; BHD 18,000 - 30,000; Full time

Job summary

Unilever Bahrain is seeking a Customer Experience Lead to ensure satisfaction across Modern Trade, General Trade, and Digital Commerce. You will drive proactive communications, collaborate with cross-functional teams, and influence policies to improve service quality from order to delivery.

Key focus areas include analyzing CCFOT performance, leading joint programs with customers, and driving continuous improvement in SLA adherence while aligning with sales and CBD teams across Bahrain.

Qualifications

• Familiarity with the industry in which the company operates.
• Exceptional communication skills, both verbal and written, are essential.
• Strong analytical abilities are crucial.
• Able to find innovative solutions to challenges.
• Customer-Centric Mindset
• Project management skills are valuable for implementing customer experience initiatives and overseeing the execution of strategies.

Responsibilities

• Understand retail customer needs through internal reviews and support resulting strategies with proactive actions for continuous improvement.
• Act as the point of contact for operational escalations beyond guardrails and service delivery, enabling targeted interventions.
• Drive long-term improvements in customer service metrics.
• Analyse Customer Case Fill On Time (CCFOT) performance and identify root causes for service level gaps.
• Lead collaboration projects with customers to improve service delivery, streamline operations, and enhance mutual efficiency.
• Lead S&OE meetings with customers to align on operational priorities and resolve supply-demand issues.
• Partner with CBD team to resolve service gaps and support joint business planning.
• Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness.
• Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
• Liaise with cross-functional teams (e.g., Supply Chain, Finance, CD, Quality) to ensure seamless execution and issue resolution.
• Manage and lead order processing team to ensure all customer orders are fully processed, correctly allocated, and followed through until final delivery.
• Optimize customer-related iOPS processes (e.g., delivery handling, ordering behaviour) by initiating and managing improvement projects with customers and internal teams.
• Integrate new customers and channels into existing processes in close alignment with the CD team.
• Analyse operational data to uncover hidden potential and propose policy or practice revisions to customers.
• Focus on continuous improvement by monitoring predefined metrics rather than managing daily operations.
• Aid in change notification management, especially for price and product master updates.
• Improve and optimize fulfillment methods to enhance efficiency for distrubitor and achieve and exceed Mohammed Jalal service level KPIs.
• Develop clear roadmaps aligning with departmental strategies.

Job description

Unilever Bahrain is seeking a Customer Experience Lead to ensure satisfaction across Modern Trade, General Trade, and Digital Commerce. You will drive proactive communications, collaborate with cross-functional teams, and influence policies to improve service quality from order to delivery.

Key focus areas include analyzing CCFOT performance, leading joint programs with customers, and driving continuous improvement in SLA adherence while aligning with sales and CBD teams across Bahrain.