Head of Customer Experience - Walmart & Club

Unilever•Rogers, AR

10d•$227,700 - $398,475

About The Position

The Head of Customer Experience – Walmart & Club is the Senior Director Customer Operations leader accountable for Unilever's end-to-end supply chain partnership with Walmart and Club customers in the United States. You will set the vision and multi-year roadmap for a differentiated customer experience, translating joint business priorities into stronger on-shelf and online availability, more resilient operations, improved efficiency and sustainable growth. This is a highly visible, customer-facing leadership role. You will build trusted relationships with senior customer stakeholders, partner closely with Unilever Customer Development and Supply Chain leaders, and lead a multi-level team responsible for collaborative forecasting, replenishment, service, analytics and strategic customer initiatives. You will connect customer insight, data and digital capability to simplify the end-to-end value chain and position Unilever as a preferred, forward-looking partner of choice.

Requirements

Bachelor's degree in supply chain, operations, engineering, business or a related field, or equivalent relevant experience.
10+ years of progressive experience across customer supply chain, customer experience, planning, logistics, order management, operations or a related discipline.
Demonstrated success leading a complex customer-facing supply chain agenda and influencing senior stakeholders across organizational boundaries.
Significant people leadership experience, including leading leaders, building capability, coaching talent and delivering through others.
Experience using data and financial insight to make decisions, prioritize opportunities and communicate trade-offs to executive audiences.
Proven record of leading cross-functional transformation or continuous improvement from strategy through implementation.
Ability to travel as business and customer needs require.

Nice To Haves

Experience supporting Walmart or another large omnichannel retailer within consumer products, retail or a closely related industry.
Working knowledge of collaborative planning, forecasting and replenishment; integrated business planning; customer replenishment; order-to-delivery; and retail inventory management.
Experience with retailer data and replenishment platforms, enterprise resource planning systems, business intelligence tools and digital supply chain capabilities.
Master's degree or MBA.
Experience leading strategic partnerships involving network optimization, automation, eCommerce fulfillment or end-to-end data integration.

Responsibilities

Set and deliver the three-year Customer Experience and customer supply chain strategy for Walmart and Club customers, aligned to Unilever's growth agenda and the customer's strategic priorities.
Own the senior supply chain relationship with Walmart and Club customers, creating a clear engagement model, joint governance and a focused portfolio of initiatives that deliver mutual value.
Lead end-to-end service and availability performance across stores, clubs and eCommerce, balancing customer needs, consumer availability, inventory, cost and operational resilience.
Shape collaborative forecasting, planning and replenishment strategies, using customer data and integrated business planning to anticipate risk, improve execution and support profitable growth.
Use advanced analytics, customer platforms and digital tools to turn complex data into decisions, scalable capabilities and compelling executive-level stories.
Partner with Customer Development, Demand Planning, Supply Planning, Logistics, Finance, Technology, Procurement and third-party providers to remove barriers and deliver cross-functional outcomes.
Identify and lead breakthrough opportunities across network design, order flow, automation, data connectivity, sustainability and omnichannel fulfillment.
Establish clear performance measures and routines for service, on-time and in-full delivery, in-stock, forecast quality, inventory, cost to serve and customer experience; act decisively when performance moves off track.
Lead, coach and develop a diverse team of leaders and specialists. Build succession, strengthen capability and create an inclusive, accountable and high-performing culture.
Represent Unilever with Walmart and Club customer leadership, supplier councils and relevant industry forums, bringing external insight back into Unilever and strengthening our reputation as a strategic partner.
Own the customer operations response during high-impact disruptions, ensuring timely communication, clear trade-offs and coordinated recovery plans.
Champion continuous improvement and change leadership, converting pilots into repeatable ways of working across the broader North America customer operations network.