Unilever is currently hiring for a Distribution Manager Ice Cream (Exports, BNLS & Independent)

Function: Customer Operations

Reports to: Customer Experience Manager SA Exports/Imports

Scope: South Africa

Location: Sandton Head Office, Johannesburg, South Africa

Terms & Conditions: Full time, Local terms and conditions, Open to SA citizens only

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.

CATEGORY/FUNCTION INTRODUCTION

Customer Operations drives superior experiences for our consumers by ensuring product availability on line and on shelf and superior customer experiences through being the no. 1 supplier. The department links the supply and demand sides of the organization through digital platforms and ensures accurate forecasts, optimized inventory, superior customer service, reduced logistics costs and efficient order to cash processes.

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. 

The key purpose of this role is to ensure high level of customer satisfaction and ensuring that the customer voice is translated into deliverables according to SLAs and customer efficiency metrics – order to delivery lead times adherance, DROO, CCFOT, Truck load utilization, optimal customer inventory management as well as other key metrics related to driving efficiencies in both customer and UL network.

This role is internally and externally focused and designed to create a holistic customer view of CX capabilities across a trade that lacks structure. The incumbent will be expected to introduce insights and analytics as the data source for decision making and to translate the market development strategies into operational efficiencies that drive primary sales targets. CX leads are responsible for driving automation, joint business plans and simplification through streamlining processes and develop agile ways of working that support a leader mindset, while driving a cost, service, and cash agenda.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Business partner the Customer Development, Marketing and Finance Teams for Future Markets, ZZMM, BNLS

Overseeing a team (CX specialists) that ensures day to day is running effectively and efficiently with focus being driving primary sales and continuous improvement

Understanding the needs of the retail customers through internal reviews and supporting the resulting strategies through proactively initiating actions for continuous improvement 

Manage the relationship with key senior stakeholders within the customer’s organization

Create and drive SC JBP (Joint Business Planning) discussions with CD, CD Finance and CX Managers to facilitate joint supply chain optimization projects using delivery platforms to drive competitive advantage

Drive cost-to-serve analysis discussion within customer and internally to support business decision making through cross-functional collaboration with critical business stakeholders internally and externally

Improvement in long term customer service metrics (Dispatch Rate/Strike Rate, OSA, TAT, Utilization)

Driving CPFR (Collaborative, Planning, Forecasting and Replenishment) capabilities with Key Distributors

Providing insights to the customer in terms of operational performance derived from data analytics and proposing new policy/policy revision to the customer, which includes presenting these findings in several collaborative forums like weekly operational meetings and quarterly customer updates

Running pilots and POC’s (proof of concept) with customers who are keen to pilot new initiatives like VMI (Vendor Managed Inventory) systems to drive efficiencies

Drive standardization of methodologies and trading terms across the trading blocks to achieve savings and bring down cost-to-serve

Evaluating logistics efficiency and cost deriving from ordering behavior and initiating and executing improvement actions 

Manage Intercompany and 3rd party service provider invoices

Support the audit control process for the relevant markets

Root cause analysis on claims with intent to reduce no. of claims received from customer 

Drive the transition from off-invoice to on-invoice CPP from the SC side and simplify trading terms to be practically implementable and unlock efficiencies as well as driving the correct behaviors with customers to unlock mutual benefit to customers and Unilever.

Managing recalls (be quality support for destruction at customer, monitoring of quantities & costs)

Strategically partner CD team to join as one “face” to customer

WHAT YOU NEED TO SUCCEED

Experiences & Qualifications

Relevant Tertiary Qualification or relevant work experience

Knowledge of cross border trade advantageous

Experience with SAP/ERP systems essential

Skills

Strategic outlook

Stakeholder management 

Analytical skills 

Communication skills 

Relationship building

Key Interfaces 

Customer (Key Distributors)  

CD Market Development/ Channel Managers

Account Manager/Director

Demand / Supply Planners  

S&OP/Supply Manager 

Transport Planner

Customer Experience Specialists

Claims Specialist 

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

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.

PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.

CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.

PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.

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 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.