Customer Experience Lead Ireland

JOB TITLE:  Customer Experience Lead Ireland                                  

JOB LOCATION:  Dublin

FUNCTION:   Customer Operations

SUB FUNCTION: Customer Experience

REPORTS TO:   Customer Experience Manager OOH & Ireland

JOB PURPOSE

The Customer Experience Lead Ireland is the face of our Irish customers in the supply chain. The ultimate goal of the role is to make The Magnum Ice Cream Company the preferred supplier that our customers want to work with. The role ensures the smooth running of Magnum’s daily order cycle across all Irish and some UK customers. The role works with our Irish customers on forecasting & events to improve Magnum’s relationships with them through delivery of brilliant service levels. The Customer Experience Lead Ireland is also expected to be a key supply chain business partner for the Irish ice cream business.

RESPONSIBILITIES / KEY DELIVERABLES

Key Metrics

Collaboration Metrics

Fulfilment Rate – Dispatch Rate %, CCF / Customer Measure of Service

Customer Service – AGS for Tesco Ireland

OTIF

Cost-to-serve savings delivered

Execution Metrics

Logistic Efficiency – FTAs, FTDs, Returns, Refusals, Logistic Claims

Logistics Savings

PEGA tickets – number and time to resolve

Customer Service Inbox – volume of mails & turnaround time.

Month end open items - deliveries, returns, orders

Order Fulfilment cycle time

Order accuracy

Lead time adherence

Customer Trade Terms compliance

Operations & Systems

Order to Deliver

• Point of escalation for support and issue resolution in a timely manner relating to all operational activities involved in the daily order cycle – including but not limited to PEGA ticket resolution and Order Fulfilment team queries.
• Manage rebooks and logistics issues with customer and 3PL partners, where customer insights and decisions are required.
• Respond to haulier and customer queries via e-mail and telephone to ensure smooth operations and delivery of exceptional customer service.
• Support 3rd party partners (such as warehouse, order fulfilment, etc) with execution of O2D processes in times of contingency.
• Ensure compliance to all applicable month end controls.
• Manage any exceptional issues – including but not limited to uplifts & lead-time exceptions.
• Provide bank holiday operational O2D cover as part of agreed rota within Customer Execution team.
• Implement supply chain initiatives with key contacts at the customer (e.g. setup of new delivery point, lead-time reduction, weekend ordering etc).
• All activities above are expected for both Irish and UK customers as required.

Bill to Cash

• Prompt resolution of Logistic Claims to support delivery of cash.
• Understanding of the wider Order to Cash process and interactions between O2D and B2C.

Forecasting

• Provide customer-specific insights & recommendations based on analysis & collaborative discussions (such as 30-60-90 forums) to positively influence the forecast accuracy & bias of promotional volumes within Magnum and with customers.

Systems that a role holder would be expected to use or interpret includes but is not limited to – SAP, PEGA, High Radius, PowerBI, MS Office, Customer Portals.

Projects, Innovation & Capabilities

• Leads small scale customer projects that help Magnum stand out vs other suppliers.
• Collaborate with customer to ensure correct set up of NPD, including master data, phasing, and first-order management.
• Supports relevant internal and external stakeholders on technology, process or business changes.
• Provides guidance and support to CD and other stakeholders on the feasibility and execution of initiatives.

Continuous Improvement & Problem Solving

• Review compliance with logistics trade terms and identify opportunities to improve with customers.
• Analysis of service losses to determine key trends & chronic problems, working with stakeholders to improve availability.
• Analysis of AGS results to create & execute of plans for future improvements.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.

Customer Communications & Internal Relations

• Act as the supply chain face of Magnum to our customers.
• Acts as the first supply chain point of contact for queries and challenges by the cross-functional Irish team.
• Understanding the needs of retail customers, be the voice of the customer internally and develop relationships with key customer contacts.
• Lead communication to customer on service performance & incidents, proactive sharing of potential supply risks and associated mitigations.
• Build relationships to positively influence customer behaviour in line with Magnum’s operational & leadership expectations.

Training & Coaching

• Training & coaching for new CES starters will be an expectation of this role.
• This role may be expected to coach / educate CAMs on supply chain execution fundamentals. 

WHAT YOU NEED TO SUCCEED

Minimum Requirements

• A customer-focused mindset, seeking to exceed their expectations where possible.
• Willing and able to travel to meet customers.
• Strong internal and external stakeholder management.
• Excellent quantitative analytical skills.
• Proficiency in English & Maths.
• Strong communication and interpersonal skills, with ability to adapt style to influence stakeholders.
• Strong problem-solving skills and an ability to think logically.
• The ability to stay calm & focused in fast-paced, high-pressure situations.
• Ability to manage time effectively, well organised, planning workload and being able to focus on future promotions and events rather than get distracted with the issues of today.
• A proactive mindset, seeking to avoid problems before they arise.
• Comfortable holding others to account and in having challenging conversations.

Ideal Requirements

• Advanced skillset in Microsoft Excel.
• Experience working with retail customers.
• Experience with SAP or other ERP software.
• Experience working in logistics, planning or commercial roles.
• An understanding of basic financial / commercial measures and how supply chain roles can influence them.
• A solid grasp of supply chain fundamentals.

KEY INTERACTIONS

• Customer – Commercial & Supply contacts
• Ireland – Irish Leadership Team
• CD - Customer Account Managers & Customer Business Managers
• Customer Experience - Customer Execution Specialists, OFCLs
• Planning - Demand and Supply Planning Teams
• Customer Planners & Customer Experience Analysts
• Subject Matter Experts
• Logistics Teams
• 3PL Providers
• Pricing Teams

What we offer

Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all. 

Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. 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. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, including about our Employee Resource Groups, please click here Equity, Diversity & Inclusion (unilever.com).