Customer Experience Specialist

ABOUT UNILEVER

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance.

At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

Unilever is the place where you can bring your purpose to life with the work that you do – creating a better business and a better world. If you are servicing customers and ensure they are provided with the best experience, then this role is just for you! The purpose of this role is to ensure customer satisfaction through proactive communication and collaboration by assessing the customer’s experience from ordering to delivery.

This role is not only focusing on day-to-day operations but also on monitoring, analysing, and influencing internal and customer policies to elevate process efficiency and service quality. This role covers Bahrain and is responsible for all channels:
Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM). Face-to-face meetings with customers are a key and essential aspect of this role, enabling direct engagement, relationship building, and collaborative problem-solving.

• Understand retail customer needs through internal reviews and support resulting strategies with proactive actions for continuous improvement.
• Act as the point of contact for operational escalations beyond guardrails and service delivery, enabling targeted interventions.
• Drive long-term improvements in customer service metrics.
• Analyse Customer Case Fill On Time (CCFOT) performance and identify root causes for service level gaps.
• Lead collaboration projects with customers to improve service delivery, streamline operations, and enhance mutual efficiency.
• Lead S&OE meetings with customers to align on operational priorities and resolve supply-demand issues.
• Partner with CBD team to resolve service gaps and support joint business planning.
• Lead availability discussions with Sales teams to ensure stock sufficiency and execution readiness.
• Initiate and lead collaborative programs with customers focused on Safety, Quality, and Operational Excellence.
• Liaise with cross-functional teams (e.g., Supply Chain, Finance, CD, Quality) to ensure seamless execution and issue resolution.
• Manage and lead order processing team to ensure all customer orders are fully processed, correctly allocated, and followed through until final delivery.
• Optimize customer-related iOPS processes (e.g., delivery handling, ordering behaviour) by initiating and managing improvement projects with customers and internal teams.
• Integrate new customers and channels into existing processes in close alignment with the CD team.
• Analyse operational data to uncover hidden potential and propose policy or practice revisions to customers.
• Focus on continuous improvement by monitoring predefined metrics rather than managing daily operations.
• Aid in change notification management, especially for price and product master updates.
• Improve and optimize fulfillment methods to enhance efficiency for distrubitor and achieve and exceed Mohammed Jalal service level KPIs.
• Develop clear roadmaps aligning with departmental strategies.

• Familiarity with the industry in which the company operates.
• Exceptional communication skills, both verbal and written, are essential.
• Strong analytical abilities are crucial.
• Able to find innovative solutions to challenges.
• Customer-Centric Mindset

Project management skills are valuable for implementing customer experience initiatives and…