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Join us as Associate Director, Customer Experience UFS

JOB PURPOSE:

The Associate Director of Customer Experience is a senior leader responsible for redefining how Unilever engages with UFS customers, creating bespoke, industry-leading experiences across every touchpoint. This role combines strategic influence with flawless execution, applying commercial insight to co-create engagement strategies with Customer Development and Customer Strategy & Planning, Business Unit Marketing, and functional stakeholders (Customer Operations). This leader orchestrates bespoke experiences that position Unilever as a trusted partner in a Unilever UFS HQ forum, at major conferences, customer engagements and at high profile UFS events.

This role requires a strong sense of ownership, strategic thinking, and collaborative spirit to synthesize diverse perspectives into a cohesive strategy delivering seamless, world-class experiences and engagement for top UFS customers. Importantly, this leader will also play a pivotal role in shaping customer scorecard management including service as measured by the customer (SAMBC) with top UFS customers, creating a future of aligned performance and owning the collaboration with Customer Operations to deliver customer excellence.

KEY RESPONSIBILITIES:

Strategic Partnership

• Act as a thought leader, co-creating UFS engagement strategies with Sales, Marketing, and functional partners that anticipate UFS customer needs and drive commercial priorities.
• Challenge norms and introduce innovative approaches to elevate UFS presence across every touchpoint. Experience Design & Delivery
• Own end-to-end design and delivery of customer engagements, HQ visits, industry forums, and high-profile UFS events ensuring seamless, premium experiences. Storytelling & Influence
• Craft compelling narratives that position Unilever as the benchmark for partnership excellence.
• Develop and maintain strong key relationships with top UFS distributors. Operational Excellence
• Work with cross-functional colleagues to drive customer excellence in meeting service targets as measured by the customer (SAMBC).
• Develop standardized reporting that understands gaps with customers and evaluate trade-offs to satisfy both Unilever and UFS customers
• Implement continuous improvement opportunities that drive value for Unilever and UFS customers Collaboration & Connectivity
• Act as a connector across functions, ensuring alignment and consistency in how Unilever engages customers, and shows up at internal and external events. Influence leaders at all level to ensure everyone is on the same journey and be able to create an impact with UFS customers

REQUIRED QUALIFICATIONS:

• 9-10 years of experience in Customer Operations (Supply Chain), Customer Development (Sales), related roles, with a strong track record in direct customer engagement.
• Experience partnering with senior leaders and cross-functional teams to deliver outcomes.
• Skilled in storytelling, customer collaboration and strategic thinking
• Strong relationship management and team leadership both internally and externally

Pay: The pay range for this position is $146,200 to $219,400. Unilever takes into consideration a wide range of factors that areutilizedin 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 toparticipatein 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. Anycoveragesfor health insurance and retirement benefits will bein accordance withthe terms and conditions of the applicable plans and associated governing plan documents.

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