Unilever is currently hiring for Operator Experience Assistant Manager- Unvisited based in Grha Unilever, Tangerang, Indonesia
About Unilever
Unilever Food Solutions (UFS) is the €2.5bn+ foodservice division of Unilever. It leads the dynamic Food Service market across its categories and has ambitious growth objectives, marketing a range of professional food and beverage products and services to operators across 22 Multi Country Organizations (MCOs) in 72 countries.
UFS is accelerating its digital transformation to fuel growth through data driven and technology enabled Go-to-Market (GtM) capabilities. Our ambition is to reach to 2.5 million operators by 2022 via an online & off-line contact strategy. The focus of UFS marketing and sales is to engage with chefs & customers through an integrated communication system via visits by sales representatives and digital touchpoints like the UFS.com website / Webshop, segmented & personalized campaigns and UFS apps. The new roles of marketing & Customer Development teams are more integrated in the digital ecosystem and are vital for a great operator & customer experience.
Job Purpose
We’re searching for an Operator Experience Assistant Manager to own and champion the customer experience of our priority customer segments. Using data and insight you will design the overall operator experience strategy and develop and execute the right journey and solutions—channel basket, services, campaigns and content-- to the right customer at the right time, in the right place.
You will lead cross-functional collaboration to deliver high-quality, personalized customer interactions in each step of the journey, to achieve customer happiness and satisfaction with UFS and our brands..
Main Responsibilities
CUSTOMER INSIGHT AND STRATEGY
Uses local data and insight, global foresight and deep customer understanding to define the Customer Experience (CX) Strategy for the target segment
Develops multi touchpoint journeys that help UFS attract, engage and retain customers
Designs optimal processes to support the journeys.
OPERATOR EXPERIENCE EXECUTION, MONITORING AND OPTIMIZATION
Executes, tracks, and optimizes all aspects of CX:
Deploy and amplify product innovation + brand activation / campaigns + services
Curate and deploy relevant always-on content
Media planning and budgeting to drive awareness, engagement and sale. Works with agency to ensure efficiency of paid media, capability building, reporting & optimization.
Drives lead generation, lead nurturing, scoring and management through to sale to help marketing and sales teams work smarter and faster
Continuously reports & optimizes journeys whilst providing insights and recommended actions to the teams that impact the journeys (i.e. marketing, sales, telesales, customer care).
Conducts monthly/quarterly review to include competitive price monitoring, trends scanning and sales performance analysis, to optimize performance and meet business targets
Keeps connected with F&B industry trends relevant to the target segment
Manages the budget to achieve CX and growth ambitions
Manages marketing routine tasks
TEAM COLLABORATION AND LEADERSHIP
Leads cross-functional teams (Data, Business Tech, Sales, Category Marketing, Business Excellence, Digital Selling Lead) to deliver high quality, personalized interactions at each step of customer journey
Ensures strong collaboration and co-ownership of the CX within the teams
Champions Customer-Centricity throughout the organization
Candidate Criteria
Experience & Qualification
3+ years of Brand, Digital marketing, and CRM experience.
Data analysis, creative problem solving
Project conceptualization and execution
Budget management
Brand Activation
Media planning
Nice to have:
Sales experience
Skill
Passion points:
Highly self-motivated and self-starter
Customer-love: data savvy, passion to make customers’ lives better
Love for Food and Out-of-home
Building high-performing and sustainable businesses
Skills & Strengths:
Data and insight analysis
Marketing strategy development
Execution, monitoring and optimization with strong ability to prioritize and meet deadlines
Agility in a complex organization
Team collaboration catalyst - harness the collective energy, collaborate within teams
Digital marketing and digital selling framework and foundation
Leadership
Purpose & Service: works from purpose for the good of others.
Personal Mastery: always brings their best self.
Agility: constantly curious & courageous.
Business Acumen: generates value in channels & customers.
Consumer Love: creates better futures for our consumers, every day.
Passion for High Performance: inspires the energy needed to win & grow.
Note: Unilever embraces diversity and encourages applicates from all walks of life! We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. If you require any support to complete your application or any subsequent stage throughout your recruitment journey with us at Unilever, then please specify how we may be able to assist you.
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.