Customer Experience Specialist - Bahrain

Job description

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. 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 our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future. JOB PURPOSE Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. If you are servicing customers and ensure they are provided with the best experience, then this role is just for you! The purpose of this role is to ensure customer satisfaction through proactive communication and collaboration by assessing the customer’s experience from ordering to delivery. This role is not only focusing on day-to-day operations but also on monitoring, analysing, and influencing internal and customer policies to elevate process efficiency and service quality. This role covers Bahrain and is responsible for all channels: Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM). Face-to-face meetings with customers are a key and essential aspect of this role, enabling direct engagement, relationship building, and collaborative problem-solving. WHAT WILL YOUR MAIN RESPONSIBILITIES BE: • 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. WHAT YOU NEED TO SUCCEED Experiences & 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. Skills Business Acumen: • Operational Procedures. • Cross-Functional Knowledge Technical & Analytical Skills: • Data Analytics and Insight Generation • Process Optimization • Digital Tools and Dashboards • CCFOT and Service Level Analysis • E2E Supply Chain knowledge Soft Skills: • Stakeholder Management • Communication and Negotiation • Problem Solving • Customer-Centric Mindset • Bias for Action and Simplification • Collaboration and Project Leadership Leadership • You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way. • As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better. • Critical SOL (Standards of Leadership) Behaviors o PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions. o PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience. o CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers. o PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever. o AGILITY: Explores the world around them, continually learning and developing their skills. Unilever 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. 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 bring ing 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.