Customer Collaboration Manager - ekaterra

Job Description

Job Title: Customer Collaboration Manager WorkLocation:Karachi Head OfficeWL: WL2Job Type:Full-timeTravelrequired: LimitedAbout ekaterra Unilever is proud of its tea business ekaterra, the biggest in the world, with world class purpose driven brands such as Lipton, PG tips and Pukka. eka stands for unity and one purpose while terra stands for earth and nature. As ekaterra we are united in one purpose: growing a world of wellbeing through the regenerative power of plants. Recently Unilever announced that it had agreed to sell ekaterra to CVC Capital Partners Fund VIII.Present in more than 100 countries, ekaterra generated revenues of ?2 billion in 2019. With 11 production factories in four continents and tea growing estates in three countries, ekaterra is a profitable and growing business offering a world of wellbeing with the regenerative power of plants to hundreds of millions of consumers. As a standalone entity, ekaterra is even better positioned to lead the industry with dedicated focus driving greater growth and value.Under CVC?s ownership, ekaterra has an exciting future ahead with opportunities for increased investments in our brands, our people and our capabilities. Combining the strength and scale of its global iconic brands with speed and agility, ekaterra is brewing a ?corporate start-up? mindset that?s opening-up new opportunities to flourish every day ? both for its business, and its people.At ekaterra, we work alongside people who put consumer love at the heart of every decision. Diverse minds who celebrate new ideas, share our values and the commitment we have for the wellbeing of all. In return, we create an environment that gives our people space and freedom, where they can grow as leaders. A connected community where ideas can thrive. Where you explore new challenges. Learning all you need to master your field, and even more about yourself.Be part of this amazing blend. Join our collective and help us grow a better world of wellbeing and a better you.The qualities we look for in you:ekaterra is made up of a special blend of individuals which make our teams exciting and diverse. To be part of our blend we are looking for individuals who think Green and are environmentally conscious, who understand the power of simplicity and who are accountable for their actions. We want those who infuse mastery and passion in everything they do to create great products and unforgettable experiences for our consumers.What?s in it for you?We believe that growth is for everyone, we believe in growing leaders, and we believe in making space to grow an owner?s mentality. Like nature, we adapt, we change, and we grow. We believe in connections over hierarchies and work levels. We have a corporate start-up approach; we act with speed and agility, and we have the strength and scale of a large corporation. We are building a better world of wellbeing, and a better you.Your role:This permanent role is responsible for setting up the Customer Service Organization for Pakistan, reporting to the BSPAN Supply Chain Lead. The Customer Collaboration Manager will initially be a project-based role supporting the Global O2C team and local supply chain and Go to Market (GTM) teams with ensuring readiness for go live by tailoring global standard processes to local requirements and building an understanding of ekaterra?s customer base. The Customer Collaboration Manager will also be responsible for building their team through recruiting customer collaboration supervisors and analysts.Following go live, this will transition to a Business-as-usual (BAU) role of running customer service for Pakistan, leading collaboration projects with projects to drive continuous improvements and performance against KPIs, working closely with Global O2C, GTM and Supply Chain.YourKey Tasks:

• To implement a high quality, efficient, effective customer service organisation including recruitment of staff
• Manage training of new team to ensure full readiness for go-live
• Lead Customer Collaboration supervisors in a high quality, efficient, effective customer service unit for their markets.
• Ensure the customer collaboration teams meet all the operational and financial performance targets and obligations.
• Propose improvements in the processes for the region and countries.
• Develop a culture of excellence for the new customer service team to ensure its success providing and developing services to businesses that are changing both culturally and in response to changing markets.
• Lead customer collaboration projects to drive continuous improvement
• Accountability for claims processes and performance in Pakistan
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met
• Maintain and drive continuous improvement and development including leading further strategic initiatives to develop the services and processes of the function in line with the global process team
• Meet all the operational and financial performance targets and obligations
• Deliver KPIs and SLAs in liaison with the businesses and work with markets to ensure regular review meetings to identify continuous improvement in ways of working
• Drive proactive customer communication to manage on time in full delivery and timely claims resolution.

Skills and Experience:

• Bachelor?s degree in Sciences or business (preferably Supply Chain, Economics, Logistics)
• At least 7 years business experience preferably in Customer Service or Order to Cash
• Familiar with SAP functionalities
• High ability to work cross functionally and cross culturally
• Good verbal and written communication skills
• Action orientated to deliver results under time pressure
• High analytical skills
• Proven track record on improvement performance
• People leadership excellence
• Service oriented attitude
• Able to adapt to changes quickly
• Fluent in English

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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