UFS - Chief Experience Officer (CXO), Vice President Rotterdam, Niederlande

Note: Deadline for applying is 23.59 the day before the Job Posting End Date.UNILEVER IS LOOKING FOR A UNILEVER FOOD SOLUTIONS (UFS) CHIEF EXPERIENCE OFFICER (CXO), VICE PRESIDENTLocation: Weena, Rotterdam - the NetherlandsLocal conditions applyFull-time/Part-timeFunction: Customer DevelopmentFor the recruitment of this position, we would like to emphasize that local conditions apply to the position and for this vacancy in principle we will first consider candidates based in the Netherlands. If you are based outside of the Netherlands and you are interested to apply, please feel free to do so but we can only take your application on if a decision is made to also recruit outside of the Netherlands.ABOUT UNILEVER FOOD SERVICE Unilever Food Solutions (UFS) is an independent Global Business Unit, which is the 5th largest BU in Unilever. UFS is ~20% of Nutrition BG and operates in 76 markets with a Turnover of about €3 Bn. We have a compelling ambition: To be a €5 Bn business by 2030, becoming the leader in digital selling in the food service industry, the best solution provider for our Operators and the planet, and a Winning People Engine.UFS operates with a different business model that has a greater emphasis on chefs and field sales to drive demand creation with operators in a B2B setting. UFS is a unique business within Unilever, with a constant focus on executional excellence and consistent productivity improvements leading to significant value creation and enabled by rich expertise in the professional foodservice channel.UFS is the place where we are all striving to be Chefs supporting Chefs! At UFS we have an entrepreneurial culture with a commitment to speed, simplicity and trust, whilst having a hunger to grow - both our business and our people. UFS also proudly commits to high employee engagement every year with Univoice scores ahead of Unilever across all dimensions.It is the place where you can be a risk taker, test and iterate, and be a trendsetter. You can think and work like an owner of our own business and be ahead of the curve. With the purpose of "Wefree you to love what you do" and the DNA "having empathy for the people we serve and the expertise to meet their needs 24/7" you will become a part of a "People-to-People organisation."You will work explore new opportunities, big and small, that will make our business grow faster. You will continuously learn, unlearn, relearn, and challenge yourself to accelerate your development in an end-to-end business and in end-to-end roles.At UFS, we are committed to fostering a culture of trust and unity with our empowered One Team One Goal approach, with a passion for winning and nurturing a culture of psychological safety where people can shape their career adventures. We aim to achieve resilient performance and sustainable success, winning together as one resilient, dynamic team.BACKGROUND ON THE ROLEMore than just its sustained business success, UFS has become an industry leader whose models are studied and replicated by other players like its Pull and Push model, Solution Selling, etc.Now is the moment to open another chapter and plan its 2030 vision and journey. Foreseeing an even more VUCA environment towards 2030, building the "BEST and MOST PERSONALIZED EXPERIENCE" for our customers enabled by AI throughout the whole customer relationship journey would provide a way for UFS to navigate uncertainty by focusing on creating lasting, meaningful interactions that resonate with customers' value beyond product expectation and differentiate us even further from competitors.JOB SCOPEThe Chief Experience Officer (CXO) of UFS is responsible for identifying and interpreting the core customers' needs, overseeing and optimizing the customer experience, revolving around strategically designing, managing, and improving every interaction and touchpoint across various channels and liaison with other leadership team members and teams to enhance satisfaction, loyalty, business performance and foster Customer Experience as a DNA within the organization.MAIN JOB RESPONSIBILITIESCustomer Experience StrategyIdentify and align on who is the primary Customer & their core needs / experience to serve, which also means what UFS is famous for. (For example Professional Chefs are Condiments decision makers who always seeking Menu / Recipes Inspiration).Develop the customer experience (CX) strategy with focus on primary customers and with Roadmap in core Markets / Countries.Define Core Customer Experience's Jobs to be done prior to Business Jobs to be done and brings view of 2 angles Goal in the place (Customer Experience and Organizational Goal).Key Platforms Identification and developmentIdentify and align the key platforms where Primary Customers (professional chefs) would love to find solutions & interact across markets.Define and develop each key platform's role in the customer journey and deeply engage customers by offering best solutions / inspirations from UFS, and thus exchange with more information / behavioral data. (e.g.: WeChat, Facebook, UFS.com, etc.).Key platforms development roadmap in core Markets / Countries.Data Strategy DevelopmentIdentify and align 1st party data's importance in UFS Data strategy and customer experience strategy development.Develop Data collection, acquisition strategy (esp. 1st party data) together with the key platforms' development strategy.Integrate Data and optimize sharing between internal departments and data openness strategies of external partners."Personalized" at a scale and Customer Journey Development via AIIdentify key customer personas with alignment across the organization.Map out customer Persona journeys from a Customer Action (CA) point of view to understand pain points, opportunities for improvement, and moments of truth.Personalized at a scale with new technologies adoption (e.g. Personalization engines, Automation/AI tools eg. content creation, etc.) that can improve CX and operational efficiency.Omni-Channel IntegrationDefine key touchpoints and ensure consistency in experience across all channels (online, offline, mobile, etc.).Integrate the online & offline touchpoints, and omni-channels to offer a seamless and personalized journey.Evolve OTM & Contact Strategy accordingly to focus on higher life-time value customers and serve with right timing at right channel / touchpoints with right content.BE a customer representative / ambassador in the businessGather and analyze Voice of Customer (VoC) across touchpoints and channels including but not limited to customer data (e.g.: 1st party data, CMI reports, Ask Rosana), feedback, and insights to inform decision-making and improve offerings.Be a customer ambassador to keep business strategy always relevant, updated and timely response to the fast-changing needs from our customers.Performance Metrics and ReportingEstablish KPIs and metrics across business to measure the effectiveness of CX initiatives and track progress over time. Besides Satisfaction KPI (NPS, CSA), Performance metrics also includes Platforms Engagement (MAU / Duration / Page views), Growth Metrics (Users#, Acquisition Cost), Content Metrics (Views, Interaction likes/comments/shares), Security Metrics (Incidence, Response time), Data Metrics (Volume, Quality, Integration) etc.EXPERIENCE & QUALIFICATIONS The Chief Experience Officer should play the role of a "Catalyst" within the business, the "Designer"of great customer experience, the "Orchestrator"of various elements and departments and the "Champion"of CX inside and outside the business.Customer Experience (CX) StrategySolid experience in developing and executing comprehensive CX strategies that align with business goals and enhance customer satisfaction.Customer Advocacy & Industry ExpertiseActing as a champion for customers within the organization, advocating for their needs and preferences in all strategic decisions.Familiarity with industry trends, customer expectations, and competitive landscape is valuable.Significant experience in senior executive or leadership roles within customer experience, marketing, product management, or related fields is crucial.Leadership and ManagementStrong leadership experience of leading multi-culture global team.The ability to articulate a compelling vision to inspire and motivate teams, drive change, and foster a customer-centric culture within the organization.Technological and AI ProficiencyFamiliarity with digital technologies, CRM systems, and analytics tools that support customer experience initiatives.Have sufficient knowledge of applying AI to drive Business growth.Communication, Collaboration and Influencing SkillsExcellent communication skills, both verbal and written, with the ability to effectively collaborate and influence stakeholders across departments.WHAT DOES UNILEVER OFFERUnilever is the place where you can be yourself and bring your purpose to life with the work that you do - creating a better business and a better world. We offer an exciting & dynamic work environment where you can make things happen. Furthermore, we offer some great reward and benefits!Attractive total remuneration package; excellent company pension, bonus, share scheme.Flexible cross-disciplinary career opportunities and a wealth of training opportunities & wellbeing resources whenever and wherever.Plenty of company-paid holidays to further ensure your work-life balance is maintained.We encourage an inclusive culture, which comes to life with interchangeable public holidays, paid paternity leave of 6 weeks and our transgender policy.Under the Hybrid Working principles, you will be expected to spend a minimum of 40%-60% in the office or at customers, suppliers or partners to connect and collaborate. For the time you work from home, we will ensure you are well equipped. When you are at the office, you can enjoy our tasty canteen with prepped food and own products.Informal culture and being the first one trying our new products.My Fitness Plan (reduction on your Fitness Subscription).Home work allowance.Company laptop and mobile phone.Green Mobility Policy.EXCITED?Join Unilever and our team! To apply, you must do so online. Please do not forget to upload your CV and a motivation letter. Your application will be reviewed against our requirements and we will be in touch shortly after the closing date to provide you with an update on the status of your application.Looking forward to meeting you!Please note this is a Direct Search led by Unilever. Applications from agencies will not be accepted, nor will fees be paid for unsolicited CVs.Equal Opportunity Employer: Unilever is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, parenthood, pregnancy or any other basis protected by applicable law, and will not be discriminated against.By highlighting the gender diversity at the workplace, Unilever encourages women equally men to apply. If you look for a job after a long career break or after any type of leave, do not hesitate to apply.Please save a copy of this vacancy for personal use as it will disappear from the website after closing of the role.

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