IC PH Customer Experience Lead

Life tastes better with ice cream 

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry. 
  

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.  

What truly sets us apart is how we work.  

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.  

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.  

The role

The Customer Experience Lead is accountable for delivering outstanding customer service and operational excellence across the Philippines by leading end-to-end customer experience operations, including order management, distribution execution, depot operations, route planning, customer service, and Order-to-Cash (O2C) processes.

The role leads a geographically dispersed area operations organization and national customer experience team to ensure superior service levels, optimized distribution performance, strong customer relationships, and effective execution of business growth plans. The Customer Experience Lead works in close partnership with Sales, Logistics, Planning, Finance, Customer Development, and third-party service providers to deliver excellent customer and business outcomes.

What you'll be responsible for

Customer Experience Strategy & Service Excellence

• Lead the overall Customer Experience agenda for Selecta Philippines, ensuring best-in-class customer service and order fulfillment.
• Develop and implement customer experience strategies that improve service levels, customer satisfaction, and operational efficiency.
• Establish service standards, KPIs, and governance mechanisms to drive consistent customer experience across all channels and regions.
• Act as the primary escalation point for critical customer service and operational issues.

Area Operations Leadership

• Lead Area Managers covering NCR, North & Central Luzon, Southern Tagalog, Visayas, and Mindanao.
• Drive safe, efficient, and cost-effective execution of depot operations, route planning, and distribution activities.
• Ensure operational readiness and execution excellence to support business growth, seasonal peaks, and new initiatives.
• Drive consistency in operating standards, performance management, and capability building across regions.

Order-to-Cash (O2C) Management

• Oversee Order-to-Cash operations, including order processing, customer account management, collections coordination, and customer issue resolution.
• Ensure strong governance and controls across customer transactions and revenue realization processes.
• Partner with Finance and Customer Development teams to improve cash collection performance and customer service efficiency.

Distribution & Route-to-Market Excellence

• Lead operational planning and execution to ensure high customer service levels and product availability.
• Drive continuous improvement of route planning, delivery efficiency, depot productivity, and distribution effectiveness.
• Partner with Logistics Lead to ensure seamless alignment between customer experience objectives and logistics network execution.

Performance & Continuous Improvement

• Monitor and analyze service performance metrics, operational KPIs, customer complaints, and business trends.
• Identify opportunities to improve productivity, reduce service failures, and enhance customer satisfaction.
• Lead operational excellence initiatives, process standardization, and digital transformation projects within Customer Experience.

Stakeholder Management

• Build strong relationships with internal stakeholders including Customer Development, Supply Planning, Demand Planning, Logistics, Finance, Procurement, and HR.
• Collaborate with third-party service providers and distributors to ensure operational compliance and service delivery.
• Represent Customer Experience in cross-functional leadership discussions and business reviews.

People Leadership

• Lead, coach, and develop Area Managers and Customer Experience teams.
• Build organizational capability and succession pipelines across operations teams.
• Foster a culture of accountability, customer centricity, continuous improvement, and safety.

We're looking for someone who

• Has a Bachelor’s degree in Supply Chain, Logistics, Business, Industrial Engineering, or related field.

• Has around 8-12+ years of experience in Customer Operations, Customer Experience, Logistics, Distribution, Supply Chain, or Commercial Operations.

• Has proven leadership experience managing multi-site and geographically dispersed operations teams.

• Brings strong understanding of Order-to-Cash, customer service operations, distribution, depot management, and route-to-market execution

• Brings strong experience working in FMCG, consumer goods, logistics, or distribution-intensive environments.

• Has demonstrated capability to lead transformation and continuous improvement initiatives

• Brings strong stakeholder management and influencing skills

• Has strong analytical, planning, and problem-solving skills

• Has excellent communication and people leadership capabilities

• Thinks end-to-end and takes ownerships for results

• Is comfortable working in a fast-moving, evolving organisation

• Values collaboration, clarity and low-ego ways of working

What you'll get

Alongside meaningful work and strong development, we offer a reward package that typically includes

·        Market-competitive pay and performance related rewards

·        Flexible ways of working

·        Support for health, wellbeing and life outside of work

·        Time off to rest and recharge

·        Ongoing learning and development opportunities

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could! 

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact

• Free to move fast, experiment and challenge how things are done

• Continuous learning and development as the business grows

• Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps. 

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.