Customer Experience and Logistics Manager , UKI

Magnum Ice Cream Co.; Kingston upon Thames; On-site; GBP 90,000 - 130,000; Full time

Job summary

The Magnum Ice Cream Company in the UKI region seeks a high-impact Customer Experience and Logistics Manager to lead the customer service and logistics teams, delivering outstanding service and collaborative retailer relationships. You will balance strategic thinking with hands-on delivery in a fast-changing environment.

You will influence senior stakeholders, lead high‑performing teams, and drive operational excellence across forecasting, O2C, and logistics, while leveraging data to improve

Qualifications

• Proven ability to partner with and influence senior stakeholders.
• Strong people leadership with ability to coach and develop teams.
• Deep understanding of end-to-end supply chain operations.

Responsibilities

• Lead delivery of CPFR across key customers with the customer collaboration team.
• Influence retailers and TMICC teams on CPFR strategies delivering service, cost and cash benefits.
• Ensure customer insight informs forecast process through stock holding analysis.
• Provide input to customer execution teams for short-term decisions; support O2C improvements.
• Champion technology, process changes and initiatives affecting supply chain interfaces.
• Escalate during planning of exceptional events to ensure smooth delivery.

Skills

Stakeholder management

People management

Change management

Supply chain

Operational excellence

P&L awareness

Strategic thinking

Data analysis

Customer focus

Cross-functional collaboration

Job description

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What Truly Sets Us Apart Is How We Work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

Role : Customer Experience and Logistics Manager , UKI

The Magnum Ice Cream Company (formerly a division of Unilever) is now a standalone, independent, EUR 7.9 billion publicly listed company. We’re on a mission to create the ultimate snacking company. A place where growth, innovation, founder and ownership mentality, and performance are cultivated and rewarded. And where we craft extraordinary ice cream experiences - transforming ordinary moments into lasting memories. Because we know, life tastes better with ice cream.

We dream big but keep things simple to act fast. If you want to grow with us, make an impact, and shape the future of Ice Cream, this is the place for you!

Job Purpose

The purpose of this role is to establish TMICC as the preferred supply chain partner to our retailers, delivering best‑in‑class customer service, industry‑leading collaboration and operational excellence in support of our ambition to achieve sustainable 3‑5% organic growth and a market‑winning position in ice cream. The role is expected to lead the customer service and logistics teams to drive brilliant service performance and build collaborative, productive relationships with retailers.

The role operates at the intersection of customers, logistics providers, commercial teams and supply chain functions, requiring the ability to influence without authority and align diverse stakeholders behind common business objectives.

This is a demanding leadership role requiring a highly capable individual who can balance strategic thinking with operational delivery. The successful candidate will need to influence senior stakeholders, lead high‑performing teams, build strong customer and supplier relationships, and make effective decisions in a fast‑moving and constantly changing environment.

Responsibilities / Key Deliverables

Key Metrics

• Service – CCFOT, Customer Measures of Service, OSA
• Forecast – Forecast Bias & Accuracy
• Productivity - Secondary Logistics & Warehousing Cost
• Customer Feedback - AGS
• Engagement – People Survey
• Trade Terms Compliance

Operations & Systems

Collaborative Forecasting, Planning & Replenishment (CPFR)

• Lead delivery of CPFR across key customers through customer collaboration team.
• Influence both retailers and TMICC teams on optimum CPFR strategies that deliver balanced service, cost, cash benefits to TMICC.
• Ensure customer insight is fed into the forecast process, in particular through aggregation and analysis of retailer stock holding.

Order to Cash

• Provide input to customer execution teams to inform short‑term decision‑making.
• Support the O2C manager on optimising the E2E O2C process.

Projects, Innovation & Capabilities

• Supports relevant internal and external stakeholders on technology, process or business changes.
• Provides guidance and support to Customer Experience, CD and other stakeholders on the feasibility and execution of initiatives before launch.
• Point of escalation during the planning of exceptional events to troubleshoot issues and ensure smooth delivery.
• Partner planning teams to ensure significant areas of innovation, complexity, supply / demand imbalances are planned for and executed.
• Takes responsibility for programmes and initiatives outside of direct scope of supply chain influence to drive business performance.

Continuous Improvement & Problem Solving

• Owns the UKI customer strategic customer service improvement plan and its delivery.
• Accountable for the development and delivery of the secondary logistics annual savings and performance plan.
• Coaches and supports customer collaboration and logistics teams on problem‑solving methodologies.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.

Customer & 3rd Party Communications & Relations

Customers

• Drive the agenda to enable TMICC to become the preferred supply chain partner in ice cream and snacking, as measured by the Advantage Group Survey.
• Expected to frequently visit customer offices and to develop face‑to‑face relationships and improved understanding of their issues and opportunities.
• Understand customer requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) to develop opportunities for improved performance.
• Owns the supply chain customer contact strategy, and makes sure it is deployed at all levels in the business.
• Ensures the voice of the Customer is heard within TMICC.

Logistics Third Parties

• Owns the commercial and operational relationship with logistics partners, ensuring contractual compliance, performance delivery and continuous improvement.
• Accountable for the operational performance, cost efficiency and service delivery of logistics third‑party partners.

Line Management & Coaching

• Direct leadership and development responsibility for the Customer Collaboration Specialist and Logistics Manager, ensuring high performance, capability growth and succession planning.
• Effectively manage team changes & issues such as recruitment, promotions, resignations, dismissals, absence management and other core HR processes according to the Company guidelines.
• Expected to use the people survey to drive improvements in morale and engagement, particularly across the broader supply chain team through planning, customer service and logistics.

What You Need To Succeed

This role requires a high‑performing supply chain leader with the credibility, resilience and ambition to influence at senior levels, lead through complexity and deliver sustainable business results through people, partnerships and operational excellence. We are looking for a candidate who can demonstrate:

• Ability to partner and build trust with a range of stakeholders both internally and externally, using effective communication and influencing skills. The individual requires high levels of emotional intelligence, and must have the confidence and ability to deliver difficult messages with limited information.
• An effective and dynamic people manager who puts people first through care and challenge. Able to nurture and build talent across various ability and experience levels.
• An effective change manager, bringing teams along with them through complex business changes.
• A clear understanding of end‑to‑end supply chain operations. Experience in planning, customer service, logistics, commercial or manufacturing is all beneficial.
• The role has a heavy operational influence. The candidate should have a demonstrated track record of driving operational excellence through disciplined execution, continuous improvement and strong performance management.
• Strong business and commercial acumen. Understands the TMICC P&L and how this can be influenced both internally and with 3PLs.
• A strong strategic thinker, with the ability to set a vision for others of how we can improve, and articulate why it is so important. The ability to balance short‑term decision making with long‑term strategy is crucial.
• Reads the external context within the market and the pressures impacting our customers, using this to clearly articulate to others what the growth opportunities and risks are for TMICC.
• A working knowledge of the basics of how the Order to Cash cycle operates.
• Is committed to constantly developing themselves, regularly evaluating their knowledge / skills gaps and taking action to continue to develop in these areas.
• Uses data to drive insight, quickly able to identify problems, root causes, and solutions. Good structured problem‑solving skills and an ability to think both logically and analytically.
• The ability to stay calm & focus in fast‑paced situations.
• Embraces new technology, seeks to understand how it works and leads for the use of standardised tools within their team.
• A customer‑focused mindset, seeking to exceed their expectations where possible.

About The Magnum Ice Cream Company

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry. We have been taking pleasure seriously for more than 100 years, serving happiness with every lick or scoop of ice cream for generations.

About

The Magnum Ice Cream Company (formerly part of Unilever) is all about growth. Growing our business. Growing our customers’ businesses. Growing our people’s careers. Growth begins with empowerment. So we free our people to be innovative, responsible entrepreneurs, driven and equipped to give our consumers more amazing products and unforgettable moments – and having fun doing it. Here’s what defines success in our organization :

• We are all about growth
• We operate with speed and simplicity
• We win together with fun
• We boldly innovate to disrupt our industry
• We care and challenge
• We are experts in the Ice Cream Category

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end‑to‑end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact
• Free to move fast, experiment and challenge how things are done
• Continuous learning and development as the business grows
• Reward linked to performance and contribution.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. We'll review your application and be in touch with the next steps.

Additional Information

The Magnum Ice Cream Company embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

For the recruitment of this position, we would like to emphasize that local conditions apply to the position.

Equal Opportunity Employer: The Magnum Ice Cream Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.