Operator Experience Lead

작업 내용

Business Context

Unilever Food Solutions (UFS) is the €2.5bn+ foodservice division of Unilever. It leads the dynamic food service market across its categories and has ambitious growth objectives, marketing a range of professional food and beverage products and services to operators across 22 Multi Country Organizations (MCOs) in 72 countries.

UFS is accelerating its digital transformation to fuel growth through data driven and technology enabled go-to-market capabilities. Our ambition is to reach to 2.5 million operators by 2022 via an online and offline contact strategy. The focus of UFS marketing and sales is to engage with chefs and customers through an integrated communication system via visits by sales representatives and digital touchpoints like the UFS.com website / webshop, segmented and personalized campaigns and UFS apps. The new roles of marketing and customer development teams are more integrated in the digital ecosystem and are vital for a great operator and customer experience.

Main purpose of the job

The Operator Experience Lead for Belgium will be responsible for an integrated on/off-line end-to-end experience of prospects and customers in the Belgian food service market, in collaboration with Operator & RTM Marketing. They will be responsible to put the local (Digital) Selling strategy into execution, delivering both short-term and long-term results, driving sustainable growth over multiple years. As you will be responsible for the integrated on/off-line end-to-end channel experience, you understand the added value of different channels in a B2B context and which contact strategy to deploy to reach UFS Belgium’s main business goals: (1) use them to recruit existing customers buying new Top 10 products, (2) have existing ones buy more and/or (3) prevent them from churning. You also understand how to define a set of objectives and key results that might be key to contribute to the overall business goals we are aiming to achieve. Finally, as you will be supporting the team with building impactful user journeys, you understand how technology and data can help you achieve those goals, considering that it is an ever-evolving landscape.

Main Accountabilities

• Takes full ownership of the on/off-line contact strategy for BeLux, in close collab with Operator Marketing The goal is to engage more with key operators, by delivering the ultimate operator experience across the lifecycle and building the right user journeys.
• Leads a team of team members using a SCRUM approach, which are responsible for content creation and content distribution to achieve business goals for the country’s key operator groups.
• Understands that engaging with operators is an omnichannel approach. This role should understand how digital marketing, UX and user journeys work and should own output across the lifecycle, optimizing conversions in line with operator insights.
• Supports and coaches the team on finding operators and engaging with them and understands that the quality of the relationship is going to help increase the sales conversions. A Lead Management approach is key to deliver value.
• Supports the team in finding the right marketing technology to be able to work efficiently and focus on conversions. Helps the team in using data to take the right decisions.
• Supports the team in finding the right eCommerce strategy in line with the context in which the country is operating. Will also support the teams in deploying the strategy.
• Ability to build short & longer-term strategic Integrated Business Plans, aligning marketing and sales
  

Reporting Line and Key Interfaces

Direct reports: 3 Growth Marketeers

Key Stakeholders

• Leadership Team BE
• Sales Leads & Teams BE
• OCTs
• Business Excellence Team BNX
• UniOps (Digital Operations)
• UFS Global Marketing
• Global eRTM
• HR Teams
  

Key Skills

Skills and Experience

• Understands and has experience in the field of growth and digital marketing
• Understands experimentation in a business context and how to scale successful initiatives
• A thorough understanding of data-driven marketing, performance marketing and precision marketing, as well as a deep understanding on how digital and business data can grow a business
• Strong communication and storytelling skills, as well as the ability to be an Inspiring Leader for a sizeable team
• Team Player that can work cross-functional (both with marketing and sales-oriented roles)
• Needs to have a strong affinity with food, either through a strong personal interest or through experience in hospitality. If you have affinity in foodservice, that is even better
• We operate in a B2B context, which is entirely different than B2C in how to approach your customers. Experience in B2B is a must.
• Fluent English communication skills
• Curious about the latest developments in digital, data and change - also has a clear understanding of how organizations can leverage these opportunities
• A high level of empathy with the ability to work comfortably in a collaborative setting and being able to move cross-functional teams in a unified direction
• Ability to understand and relay complex growth challenges in a simple and easy to understand manner
• Performance measurement & optimization
• Project & process management
• Operator (that’s what we call our customers ????) Experience Design
• Route-to-Market understanding for conversion strategies
• eCommerce funnel management
• CRM segmentation and information flow management
  

Leadership Behaviours

• High Level of Accountability and Responsibility
• High Level of Agility
• High Business Acumen
• Purpose & Service
• Personal Mastery
• Talent Catalyst
• Result-oriented
• Strategic Thinking
• Strong analytical capabilities
• Stakeholder Management
  

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.