Functional Solution Leader of Customer & Consumer Engagement operation (C&CE Operation)

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Title: Functional Solution Leader of Customer & Consumer Engagement operation (C&CE Operation)

Work Level: 3X

Scope: To lead the functional solution of customer services & consumer engagement center (CEC)  globally as part of the Global Business Solution (GBS) organization for The Magnum Ice Cream Company (TMICC)

Reports to: Head of GBS

Location: Central Europe (TBC)

Terms & Conditions: WL3X local terms

Once separated from Unilever November 1st 2025, the TMICC will become the world’s largest global Ice Cream Company, with over 100 years’ experience delivering a diverse range of indulgent, yet responsible, craft food experiences. We have 35 brands, including 3 one billion Euro brands (Magnum, Wall’s, Ben & Jerry’s), a strong presence in over 60 countries, generating annual revenue of €8 billion. All brands are driven to transform moments into memories through indulgent yet responsibly made and marketed products. We have a well-developed strategy to deliver growth and value creation which is clear on where to play and how to win.

We turn the ordinary into the extraordinary by designing unique and innovative Ice Cream experiences that make life taste better, creating joyful experiences. In our Ice Cream business, we’re crafting the future through innovation and imaginative minds, creating unique products. We spark moments of happiness for people and within the communities where we operate.

We are committed to developing and nurturing talent. You will have ample options for career growth and exploration, Your career development will be a priority for us, and we are dedicated to supporting your growth journey within the new company.

GBS is TMICC’s trusted transformation partner, delivering innovative and integrated solutions from design to delivery. We develop  future-fit capability, expertise and technologically advanced solutions to unlock speed, simplicity and operational agility across TMICCs operations.

This is your chance for a ‘once in a lifetime’ career experience, playing a part in the creation of a fully independent, new Ice Cream company and a greenfield GBS organization. You will develop global capabilities across different functions such as Sales support, Customer Services and Consumer Engagement centers, Finance, Procurement, Supply Chain, Marketing, Data analytics & innovations and so on, partnering with Business & Functions

Your role as Director of Functional Solution Leader of C&CE Operation plays a pivotal leadership role to support the GBS strategy-into-action.  The role will design, implement and run the future of C&CE organization and capabilities while lead the relevant demerger TSA exit and transition.  

In addition, you will lead a culture of continuous improvement and transformation, by combining deep operational expertise and visionary leadership with data-driven insights and feedback, to deliver seamless, scalable and digitally enabled customer experiences that strengthen business agility, efficiency and profitable growth.

• Define & Design the C&CE organization and process design by working closely with cross functions team in Marketing, IT, ERP project team
• Lead the future Global Process Owners/ Experts to deliver more effective and efficient design and operation. Drive process standardization, automation and continuous improvement, in close alignment with relevant stakeholders.
• Key SPOC for C&CE to the Business and Function stakeholders
• Lead the successful exit of customer operations related TSAs, delivering to hard deadlines to support the demerger of TMICC from Unilever.
• Support to develop and execute the global C&CE strategy to deliver customer experience excellence, business agility and simplicity.
• Design, build, recruit and lead a best-in-class C&CE  team across our GBS global and regional hubs, promoting a customer-first mindset.
• Lead digital transformation initiatives across C&CE to design end-to-end digital customer journeys, driving deployment and adoption of innovative technologies, AI-driven analytics, chatbots, self-service platforms and beyond in partnership with Enterprise Technology teams.
• Oversee global service delivery and performance management across C&CE lines, delivering consistent performance to SLAs and achieving KPIs.
• Leverage data and advanced analytics to generate delivery insights and consumer & customer feedback to drive proactive decision making and service innovation.
• Build strong relationships with key business functions/markets and act as a strategic liaison between GBS and business functions/markets, ensuring alignment on customer experience goals and priorities.
• Serve as a key contributor to the GBS Leadership Team and transformation roadmap, influencing global operating models, process harmonization, continuous improvement and new capability roll-outs.
• Create and maintain relevant documents, assets, tools and processes.
• Budget and cost management related to C&CE.

Experience

Must have:

• 10+ years leading customer operations within a shared services/GBS organization, preferably within a consumer goods company.
• 5+ years leading large-scale transformation programs within customer/ consumer-facing and quality domain
• Experience leading geographically distributed teams across multiple markets.
• Set up new organization globally and future state design and implementation experience
• Program / Project management in big transformation is advantage such as switching platform and global roll out experience
• Strong track record in operational leadership, service delivery excellence and process improvement (Lean / Six Sigma certification preferred)

Advantages:

• Salesforce knowledge; S4 Hana implementation
• Merger & demerger experience in operation

Competencies

• Strategic thinking with the ability to translate business goals into operational execution, underpinned by digital technology deployments.
• Understanding of consumer & customer insight and experience design
• A customer/ consumer-centric mindset with a passion for high performance, continuous improvement, with strong awareness of emerging digital technologies.
• Data-driven mindset, leveraging analytics to measure, predict and improve performance.
• Strong change leader with solid stakeholder management skills; able to effectively deal with resistance and conflicts, establish strong relationships, and trust.
• Exceptional ability to manage complexity; including competing priorities, risk management, and interdependency management.
• Demonstrated leadership skills; able to build, motivate and lead teams in an international context.
• Highly analytical and structured customer centric behavior; excellence eye for detail, hands-on mentality, and ability to work under pressure to strict deadlines.

Qualifications

• Relevant Master's Degree or relevant experience.
• Advanced Lean Practitioner (or equivalent experience).
• Fluent in English language, additional languages are a plus.

TMICC embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. 

Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to [TMICC career portal].

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.