Head of Customer Experience - Walmart & Club

Joinimagine; Rogers (AR); On-site; USD 228,000 - 398,000; Full time

Job summary

Unilever seeks a Head of Customer Experience for Walmart & Club in the United States. You will set the three-year CX and supply chain strategy, own senior customer relationships, and drive end-to-end service, forecasting and replenishment across stores and eCommerce.

You will lead a multi-level team, leverage analytics and digital tools, and partner with functions to deliver sustainable growth and improved availability.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 10+ years in customer supply chain, planning, logistics or operations.
• Proven ability to lead complex customer-facing programs and influence senior stakeholders.
• Significant people leadership experience and talent development.
• Experience using data and financial insight to drive decisions.
• Proven cross-functional transformation experience.
• Ability to travel as required.

Responsibilities

• Set and deliver a three-year CX and supply chain strategy for Walmart and Club customers.
• Own senior supply chain relationships with major customers and governance.
• Lead end-to-end service and availability across stores, clubs and eCommerce.
• Shape collaborative forecasting, planning and replenishment strategies.
• Use analytics and digital tools to turn data into decisions and scalable capabilities.
• Partner across functions to remove barriers and deliver cross-functional outcomes.
• Identify breakthrough opportunities in network design, automation and omnichannel fulfillment.
• Establish performance measures for service, on-time delivery, inventory and cost to serve.
• Lead and develop a diverse, high-performing team and culture.
• Represent Unilever with customer leadership and industry forums.
• Own operations response during disruptions and coordinate recovery.
• Champion continuous improvement across North America customer ops.

Skills

Leadership

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Travel flexibility

Education

Bachelor's degree in supply chain / operations / engineering / business

Master's degree or MBA

Job description

Job Details

ABOUT UNILEVER

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. We work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people. We believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in a collaborative and flexible working environment. Our ambition is to create workplaces that foster equity, diversity, inclusion and belonging. We do not believe in a one-size-fits-all approach. Instead, we equip you with the tools and experiences to shape your own future.

JOB PURPOSE

The Head of Customer Experience – Walmart & Club is the Senior Director Customer Operations leader accountable for Unilever's end-to-end supply chain partnership with Walmart and Club customers in the United States. You will set the vision and multi-year roadmap for a differentiated customer experience, translating joint business priorities into stronger on-shelf and online availability, more resilient operations, improved efficiency and sustainable growth.

This is a highly visible, customer-facing leadership role. You will build trusted relationships with senior customer stakeholders, partner closely with Unilever Customer Development and Supply Chain leaders, and lead a multi-level team responsible for collaborative forecasting, replenishment, service, analytics and strategic customer initiatives.

You will connect customer insight, data and digital capability to simplify the end-to-end value chain and position Unilever as a preferred, forward-looking partner of choice.

KEY RESPONSIBILITIES

• Set and deliver the three-year Customer Experience and customer supply chain strategy for Walmart and Club customers, aligned to Unilever's growth agenda and the customer's strategic priorities.
• Own the senior supply chain relationship with Walmart and Club customers, creating a clear engagement model, joint governance and a focused portfolio of initiatives that deliver mutual value.
• Lead end-to-end service and availability performance across stores, clubs and eCommerce, balancing customer needs, consumer availability, inventory, cost and operational resilience.
• Shape collaborative forecasting, planning and replenishment strategies, using customer data and integrated business planning to anticipate risk, improve execution and support profitable growth.
• Use advanced analytics, customer platforms and digital tools to turn complex data into decisions, scalable capabilities and compelling executive-level stories.
• Partner with Customer Development, Demand Planning, Supply Planning, Logistics, Finance, Technology, Procurement and third-party providers to remove barriers and deliver cross-functional outcomes.
• Identify and lead breakthrough opportunities across network design, order flow, automation, data connectivity, sustainability and omnichannel fulfillment.
• Establish clear performance measures and routines for service, on-time and in-full delivery, in-stock, forecast quality, inventory, cost to serve and customer experience; act decisively when performance moves off track.
• Lead, coach and develop a diverse team of leaders and specialists. Build succession, strengthen capability and create an inclusive, accountable and high-performing culture.
• Represent Unilever with Walmart and Club customer leadership, supplier councils and relevant industry forums, bringing external insight back into Unilever and strengthening our reputation as a strategic partner.
• Own the customer operations response during high-impact disruptions, ensuring timely communication, clear trade-offs and coordinated recovery plans.
• Champion continuous improvement and change leadership, converting pilots into repeatable ways of working across the broader North America customer operations network.

REQUIRED QUALIFICATIONS

• Bachelor's degree in supply chain, operations, engineering, business or a related field, or equivalent relevant experience.
• 10+ years of progressive experience across customer supply chain, customer experience, planning, logistics, order management, operations or a related discipline.
• Demonstrated success leading a complex customer-facing supply chain agenda and influencing senior stakeholders across organizational boundaries.
• Significant people leadership experience, including leading leaders, building capability, coaching talent and delivering through others.
• Experience using data and financial insight to make decisions, prioritize opportunities and communicate trade-offs to executive audiences.
• Proven record of leading cross-functional transformation or continuous improvement from strategy through implementation.
• Ability to travel as business and customer needs require.

PREFERRED QUALIFICATIONS

• Experience supporting Walmart or another large omnichannel retailer within consumer products, retail or a closely related industry.
• Working knowledge of collaborative planning, forecasting and replenishment; integrated business planning; customer replenishment; order-to-delivery; and retail inventory management.
• Experience with retailer data and replenishment platforms, enterprise resource planning systems, business intelligence tools and digital supply chain capabilities.
• Master's degree or MBA.
• Experience leading strategic partnerships involving network optimization, automation, eCommerce fulfillment or end-to-end data integration.

Pay: The pay range for this position is $227,700 to $398,475 Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

At Unilever, inclusion is at the heart of everything we do We welcome applicants from all walks of life and are committed to creating an environment where everyone can thrive/succeed. All applicants will receive fair and respectful consideration, and we actively support the growth and development of every employee.

Unilever is an Equal Opportunity Employer/Protected Veterans/Persons with Disabilities.

For more information on your federal rights, please see Know Your Rights: Workplace Discrimination is Illegal

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [e-mail] (opens in new window). Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.

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