Unilever Hiring for Customer Service & Development Solutions Manager, ekaterra, Unilever’s Tea Division at Bangalore Full Time

Job Title: Customer Service & Development Solutions Manager, ekaterra, Unilever’s Tea Division

Work Location: India

Job Type: Fulltime

Travel required: Limited travel. Now limited due to CV19 restrictions

About ekaterra

Unilever is proud of its tea business, the biggest in the world, with world class purpose driven brands such as Lipton, PG tips and Pukka. Recently, Unilever decided to separate the Tea business to ensure it can best achieve its potential and renamed it to ekaterra to facilitate its separation to a standalone entity. 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.

Unilever is reviewing several options for separation, including a demerger, an initial public offering, a disposal or through partnership models. Unilever will retain the tea businesses in India, Nepal and Indonesia, and the partnership interests in the ready-to-drink Tea joint ventures.

Present in more than 100 countries, ekaterra generated revenues of €2 billion in 2019. With 13 production factories in 4 continents and tea growing estates in 3 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.

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 making space to grow an owner’s mentality and 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:

The CD solutions Manager will manage the strategic partnering, solutions delivery, BAU operations and innovation for CD systems (e.g. Salesforce service cloud) across channels like General trade, modern trade, eCommerce, Out-of-home etc. to ensure high performance, integrated & data-driven customer service, development & route-to-market.

You will act as the interface between product and SI partners and the Business and ensure the solutions and associated development and support meet the needs of the GTM (CD) function.

Among other deliverables you will play a pivotal role in defining and managing the TO-BE state of ekaterra data insights and work with business stakeholders to define how best to use data to increase growth for ekaterra and our customers.

You will partner with product partners to influence their product roadmap wherever possible to drive optimal solution outcomes for the business.

Your Key Tasks:

The key responsibilities for CD Solutions Manager

Trusted Business Partner:

• Lead strategy partnership with business leads and CD excellence teams

• Own the core technology platform and ensure right fit technology outcomes

• Drive value creation through business adoption and technology optimization

Technology Ownership:

• Deliver IT projects for all CD initiatives

• Manage support operations and improvements journey for customers where applicable

• Manage technology landscape comprising of Salesforce service cloud, DMS, TPM and Ecommerce

• Define and maintain the analytics landscape with ekaterra CD function and drive business and IT towards growth and profitability.

Integration with different streams, global teams and external partners:

• Engagement with Global platform teams for strategic global IT projects including SC, Marketing, Legal, Finance, Data Analytics on need basis

• Build and maintain strong working relationships with leading markets, process owners and other key CD business member & decision-makers

• Develop, coach, and manage the performance of direct & indirect reports (key vendor partners), leading by example in all day-to-day activities

• Build good understanding of CD function in ekaterra, and build partnership with prominent tech partners & industry experts

• Maintain a view of future functionality and aligned technologies that would enhance, simplify, or delight our customers and shareholders.

Skills & Experience:

• Good understanding of order-to-cash and key account management processes & tools.

• Excellent communication skills and ability to inspire and enthuse others with a clear vision.

• Excellent business partnering and stakeholder management, with the ability to win strong support for ideas.

• Excellent facilitator, presenter and communicator with strong organization skills.

• Innovative thinker with creative problem-solving abilities.

• Analytical thinking and ability to challenge the status quo

• Prior experience with salesforce service cloud is an asset.

• Prior experience with reporting and visualization tools is a big plus.

Stakeholder Management and Key Interfaces:

• Role reports to the GTM IT Solutions Lead

• Engagement with Salesforce. Other Product Partners, SI Partner

• Engagement with CD functional leaders, market leadership & other functions

• Engagement with IT managers for IT infrastructure, local IT, security, and service management

• Engagement with IT delivery and support partner/s

Excited about the Role?

Please apply online. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application.

Unilever, and ekaterra as its Tea Division, 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. We are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Therefore 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.