📂 Department: Supply Chain / Customer Operations

About Unilever

Unilever is one of the world’s leading consumer goods companies, with 3.4 billion people across 190+ countries using its products every day. The company is driven by its purpose to make sustainable living commonplace while delivering superior business performance.

At Unilever, employees work on globally recognized brands that improve everyday life for consumers and communities. The organization fosters a collaborative, inclusive, and flexible working environment, empowering employees to build meaningful and impactful careers.

Job Purpose

The Assistant Manager – Customer Services Excellence role is responsible for enhancing the end-to-end customer experience by driving digital transformation within Customer Services.

The position focuses on identifying and leading strategic digital initiatives that improve operational efficiency, streamline processes, and implement innovative technologies. By leveraging data-driven insights and modern service solutions, this role will strengthen service performance, optimize operations, and increase customer satisfaction.

The role also acts as a driver of continuous improvement, ensuring customer service processes evolve alongside business needs and digital advancements.

Key Responsibilities

Digital Transformation & Projects

• Lead global digital projects related to:

  • Order processing & replenishment (SKY DT)

  • Modern trade operational efficiencies (Neo)

  • Accounts receivable automation (High Radius)

  • Business waste automation (Aera)

Service Performance & Governance

• Monitor and manage service level KPIs such as DR (Delivery Reliability) and CCFOT (Customer Case Fill On Time).

• Conduct root cause analysis and implement corrective actions in collaboration with planning and customer development teams.

Inventory & Stock Optimization

• Govern stock norm metrics including pallet optimization, MSTN/ESTN, ensuring optimal product availability while minimizing excess inventory.

Process Automation & Reporting

• Automate reporting dashboards to reduce manual interventions in service tracking processes.

• Improve reporting efficiency using data analytics tools.

Continuous Improvement

• Identify operational bottlenecks and design sustainable process improvements.

• Drive digitization and process simplification initiatives across customer service operations.

Data & Insights

• Present performance analytics and insights to leadership teams for improved decision-making.

Requirements

Education

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.

Experience

• 1–3 years of experience in Supply Chain, Customer Service, or related functions.

• Experience in FMCG or retail industry will be preferred.

Required Skills

• Stakeholder Management

• Strong Communication & Collaboration

• ERP / WMS Systems Knowledge

• Customer Services & Order-to-Cash (O2C) Processes

• Power BI & Advanced MS Excel

• Data-Driven Decision Making

• Business Acumen

• Cross-functional Business Partnering

Leadership Expectations

Unilever encourages employees to demonstrate its Standards of Leadership (SOL):

Passion for High Performance

Take ownership of results and use insights and data to drive strong outcomes.

Personal Mastery

Maintain high personal standards while building resilience and wellbeing.

Consumer Love

Continuously seek ways to better serve consumers and understand their needs.

Purpose & Service

Lead with humility and focus on supporting others and the broader community.

Agility

Stay curious, continuously learn, and adapt to changing business environments.

Diversity & Inclusion

Unilever is committed to building a diverse and inclusive workplace. The company welcomes individuals from all backgrounds and encourages employees to bring their whole selves to work. If you require any accommodations during the recruitment process, support will be provided throughout your application journey.

✅ Apply now to join Unilever Pakistan and help shape the future of customer service excellence.