Associate Director, Customer Experience UFS
About The Position
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.
Requirements
- 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
Responsibilities
- 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.
- Own end-to-end design and delivery of customer engagements, HQ visits, industry forums, and high-profile UFS events ensuring seamless, premium experiences.
- Craft compelling narratives that position Unilever as the benchmark for partnership excellence.
- Develop and maintain strong key relationships with top UFS distributors.
- 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
- 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
Benefits
- 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
- access to numerous voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
