Indonesia Foods: CX & Logistics Lead

Hindustan Unilever Limited; Indonesia; On-site; IDR 1,500,000,000 - 2,100,000,000; Full time

Job summary

Unilever seeks a Foods ID Customer Experience & Logistics Lead to shape the end-to-end customer service and logistics strategy for Foods Indonesia. You will lead the operating model, performance frameworks, and multi-year improvements to deliver world-class service while driving efficiency and resilience.

You will partner with Customer Development and cross-functional teams, driving transformation, cost-to-serve improvements, and sustainable growth strategy in a fast-paced FMCG environment.

Qualifications

• Senior leadership experience in Customer Service, Customer Operations, Logistics or end-to-end supply chain within FMCG or another complex customer environment.
• Strong practical understanding of order fulfilment, customer service, planning and logistics interfaces, warehousing, transport, distribution networks and third-party logistics management.
• Proven success leading operational and transformation teams and building consistent performance in a matrix organisation.
• Demonstrated success partnering senior commercial leaders and customers to improve service, strengthen collaboration and support growth.
• Proven track record of setting strategy and delivering large-scale service, cost, productivity, resilience, sustainability or operating-model improvement.
• Strong commercial and financial acumen, including customer profitability, cost-to-serve, service differentiation, business cases, investment choices and benefit delivery.
• Strong programme leadership, change management, stakeholder management, communication and conflict-resolution skills.

Responsibilities

• Set and execute the Indonesia Foods Customer Service & Logistics strategy, target operating model, performance framework and multi-year improvement roadmap.
• Lead and develop the Customer Experience & Logistics organisation, building strong capabilities, clear accountability, effective governance and a high-performing team culture.
• Own Indonesia customer-service performance, including service level, OTIF, order fulfilment, issue resolution, customer satisfaction, cost-to-serve and process efficiency.
• Own end-to-end performance across customer service, warehousing, transport and distribution, delivering service excellence, operational efficiency, resilience, compliance and sustainable value creation.
• Drive S&OP for business to delivering Service, Cash (Inventory), and Cost (Business Waste reduction), through close collaboration with cross-functional team.
• Act as the senior Supply Chain business partner to the Foods Indonesia Customer Development lead and leadership team, jointly shaping customer collaboration priorities and the supply-chain contribution to commercial growth plans.
• Lead the continuous improvement and digital transformation portfolio across customer service and logistics, including process simplification, network optimisation, automation and technology-enabled capabilities
• Build a fact-based cost-to-serve agenda across Europe and convert insights into country and regional efficiency plans with clear ownership, investment requirements and benefit tracking.

Skills

Senior leadership

Customer service strategy

Logistics management

Operational excellence

Cross-functional collaboration

Transformation leadership

Stakeholder management

Job description

Unilever seeks a Foods ID Customer Experience & Logistics Lead to shape the end-to-end customer service and logistics strategy for Foods Indonesia. You will lead the operating model, performance frameworks, and multi-year improvements to deliver world-class service while driving efficiency and resilience.

You will partner with Customer Development and cross-functional teams, driving transformation, cost-to-serve improvements, and sustainable growth strategy in a fast-paced FMCG environment.