Function: Customer Operations
Reports to: Manager, UI Americas CD Operations
Scope: Latam
Location: Bosques , México City
Terms & Conditions: Full-time
ABOUT UNILEVERUnilever is the place where you can bring your purpose to life through the work you do: creating a better business and a better world. You’ll work with beloved brands that improve the lives of our consumers and the communities around us. You’ll lead innovations, big and small, that help our business succeed and grow. You’ll learn from brilliant business leaders and colleagues who will support and inspire you to become your best self.
PURPOSE OF THE ROLE
The LATAM Customer Operations Lead is responsible for driving operational excellence across customer service, order management, and fulfillment processes throughout Latin America. This role ensures seamless execution of end-to-end operations, aligning regional strategies with global standards to deliver superior customer satisfaction and commercial impact.
Acting as a strategic partner to commercial, supply chain, and digital teams, the role leads continuous improvement initiatives, optimizes service levels, and enhances operational agility. It also plays a key role in enabling data-driven decision-making, standardizing processes, and fostering collaboration across markets.
MAIN RESPONSABILITIES
Customer Strategy & Execution
- Support business & customer strategies tailored to specific vertical.
- Ensure high performance in key KPIs such as Credit & Claim Management, Compliance, Customer Maintenance & New Opportunities.
- Lead Digitalization efforts and capability building to improve customer operations.
Customer Engagement & Issue Resolution
- Act as a business partner to Customer Business Development Managers, Supply Chain, Marketing and Finance team.
- Help resolve issues such as invoicing, claims, operations, and payment processes. Lead the investigation and closure of issues.
Operational Excellence & Process Improvement
- Drive continuous improvement through system enhancements, automation, and best practice sharing.
- Oversee regression testing, system clean-up, and disaster recovery planning.
- Manage data validation, SAP enhancements, and support for mergers, acquisitions, and divestitures.
Performance Monitoring & Reporting – Growth Oriented
- Lead, track and analyze customer sales to achieve Targets and MRF. Drive and identify opps, mitigate risks and call out gaps. Support NPDS & S&OP.
WHAT DO YOU NEED TO APPLY FOR THE POSITION?
- Advance English Level
- Data Analytics: Proficient in Power BI and SQL for visualization and reporting.
- SAP Expertise: Data management, system enhancements, and support for M&A processes.
- Process Automation: Use of digital tools to streamline operations.
- KPI Management: Monitoring key metrics such as sales, credit, claims, and compliance.
- Financial Modeling: Scenario simulations and P&L impact analysis.
- Digital Transformation: Leading tech-driven initiatives and continuous improvement.
Submit your application through this portal, as email applications will not be processed. By applying for this position, you confirm that you have informed your Line Manager and that you are at a stage in your career at Unilever where it is appropriate to apply for other roles.
Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all candidates and supporting the continuous development of all employees regardless of age, disability, gender, race, religion or beliefs, sex, sexual orientation, marital or civil partnership status, and pregnancy or maternity.
We are committed to making reasonable adjustments to ensure a positive and barrier-free recruitment process.
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
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What We Do
Be part of the world’s most successful, purpose-led business. Work with brands that are well-loved around the world, that improve the lives of our consumers and the communities around us. We promote innovation, big and small, to make our business win and grow; and we believe in business as a force for good. Unleash your curiosity, challenge ideas and disrupt processes; use your energy to make this happen. Our brilliant business leaders and colleagues provide mentorship and inspiration, so you can be at your best.
Our portfolio ranges from nutritionally balanced foods to indulgent ice creams, affordable soaps, luxurious shampoos and everyday household care products. We produce world-leading brands including Lipton, Knorr, Dove, Axe, Hellmann’s and Omo, alongside trusted local names and innovative-forward thinking brands like Ben & Jerry’s, The Dollar Shave Club and Dermalogica.
Every individual here can bring their purpose to life through their work. Join us and you’ll be surrounded by inspiring leaders and supportive peers. Among them, you’ll channel your purpose, bring fresh ideas to the table, and simply be you. As you work to make a real impact on the business and the world, we’ll work to help you become a better you.
