customer experience strategist

Gesa Credit Union

<div><h1 class="jobSectionHeader"><div><b>Take a leap and join our team!</b></div></h1><div><div>
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members&rsquo; individual stories and unique experiences are our most valuable asset. But it&rsquo;s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.</div></div><div><div>
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
</div></div><div><div><b>Get to know us: </b>About - Gesa Credit Union</div></div><p>
</p><h1 class="jobSectionHeader"><div><b>Role Summary:</b></div></h1><div><div>
The Member Insights &amp; Experience Strategist plays a critical role in shaping Gesa&rsquo;s member experience strategy by identifying key member motivations, expectations, pain points, and desired features. This position designs and manages scalable feedback systems, oversees qualitative and quantitative research, and turns findings into strategies aimed at improving both the member journey and supporting business outcomes. Serving as a partner and advocate for the member, this role collaborates across departments to integrate insights into product development, messaging, and service processes. The successful candidate must demonstrate deep expertise in research and data analysis, strong strategic thinking, and the ability to work effectively across teams to translate member insights into meaningful improvements&mdash;driven by a commitment to simplifying, humanizing, and enhancing the member experience.</div></div><p>
</p><h1 class="jobSectionHeader"><div><b>What You Will Be Doing:
</b></div></h1><ul><li><div>Design and manage scalable systems to continuously gather feedback across channels inclusive of perceptions, motivations, expectations, pain points, and desired features.
</div></li><li><div>Conduct qualitative and quantitative research (e.g., interviews, survey, usability testing, focus groups) to explore member behaviors, attitudes, and decision-making drivers.</div></li><li><div>
Analyze and synthesize insights from diverse data sources to uncover trends, unmet needs, and barriers to engagement; translate findings into actionable recommendations.</div></li><li><div>
Develop and report on KPIs such as NPS, CSAT, churn, and engagement metrics to measure satisfaction and inform experience strategy.</div></li><li><div>
Track and communicate the performance of initiatives driven by member insights, including learnings gained from testing and experimentation.</div></li><li><div>
Partner with internal and external stakeholders to align research efforts with business goals and ensure insights are integrated into product development, messaging, and engagement strategies.</div></li><li><div>
Identify and mitigate risks to the member experience by proactively troubleshooting issues and recommending process and communication improvements.</div></li><li><div>
Champion experience redesign initiatives, prioritizing gaps in the journey and developing roadmaps to address root causes and enhance overall satisfaction.</div></li><li><div>
Advocate for member needs and perspectives in strategic planning and daily decision-making, ensuring a member-first orientation across all teams.</div></li><li><div>
Identify opportunities to simplify, automate, and humanize member interactions to reduce friction and deepen emotional connection.</div></li><li><div>
Support experience enablement by contributing to training, tools, and best practices that help teams understand and respond to member motivations and expectations.</div></li><li><div>
Provide advisory support to stakeholders on experience-related initiatives, ensuring alignment with member insights and business goals.</div></li><li><div>
Partner with compliance and legal teams to ensure all member touchpoints and communications are compliant and aligned with regulatory standards.</div></li><li><div>
Continuously monitor industry developments and evolving member expectations to ensure Gesa&rsquo;s insights and experience programs remain innovative, relevant, and competitive.</div></li></ul><p>
</p><h1 class="jobSectionHeader"><div><b>About You:</b></div></h1><ul><li><div>
Exceptional interpersonal and communication skills with a proven ability to influence at all levels.</div></li><li><div>
Strong analytical, quantitative and storytelling capabilities; able to translate complex data into clear, actionable insights.</div></li><li><div>
Expertise in both qualitative and quantitative research methods.</div></li><li><div>
Deep understanding of member lifecycle, needs, and experience strategy.</div></li><li><div>
Ability to lead cross-functional initiatives and drive cultural change.</div></li><li><div>
Passion for delivering best-in-class, compliant, scalable member experiences.</div></li><li><div>
Demonstrated ability to lead cross-functional initiatives and drive strategic improvements.</div></li></ul><p>
</p><h1 class="jobSectionHeader"><div><b>What You Will Need:</b></div></h1><ul><li><div>
Bachelor&rsquo;s degree in marketing, psychology, sociology, business, or a related field preferred.</div></li><li><div>
Minimum five (5) years of experience in customer insights, user research, market research, or a related field accepted in lieu of education.</div></li><li><div>
Proven experience designing and managing successful feedback systems and end-to-end research programs.</div></li><li><div>
Experience with journey mapping, CX frameworks, and human-centered design.</div></li><li><div>
Experience with tools such as Qualtrics, UserTesting, Tableau, or similar platforms.</div></li><li><div>
Familiarity with data visualization, survey design, and journey mapping tools (e.g. Miro, Dovetail, Power BI, or similar platforms).</div></li><li><div>
Experience in financial services or a regulated industry preferred; credit union experience is a plus.</div></li><li><div>
Familiarity with project management methodologies and experience supporting cross-team execution.</div></li></ul><p>
</p><h1 class="jobSectionHeader"><div><b>Our Team Member Value Proposition:</b></div></h1><div><div>
In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:</div></div><ul><li><div>
Competitive Pay</div></li><li><div>
Medical, Dental, Vision, and Life Insurance
</div></li><li><div>20 days/year of Paid Time Off &ndash; Plus 10 Paid Holidays!</div></li><li><div>
401(k) Match</div></li><li><div>
Incentive Program</div></li><li><div>
Tuition Assistance and Student Loan Repayment</div></li><li><div>
Commuter Benefits</div></li><li><div>
Paid Time Off to Volunteer in the Community</div></li><li><div>
Product discounts</div></li><li><div>
Engaging Work Environment</div></li><li><div>
Rewards and Recognition Programs</div></li></ul><p>
</p><h1 class="jobSectionHeader"><div><b>Full Salary Range:</b></div></h1><div><div>
$29.90 - $49.83</div></div><div><ul><li><i>While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!&quot;</i></li></ul></div><p>
</p><div><div>Get wise to what&rsquo;s possible with a career at Gesa. Join us!</div></div><div><div>
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.</div></div></div>

Member Insights & Experience Strategist

<div>
 <strong>
  Introduction
  <br/>
  <br/>
 </strong>
 At IBM, we believe technology shapes the world. We&rsquo;re a catalyst for that innovation. We&rsquo;re driving change that improves businesses, society, and the human experience. Our Marketing, Communications &amp; Corporate Social Responsibility (MCC) team tells this story. We shape IBM&rsquo;s brand, capture attention in the market, and share our perspective with clients, partners, the media, and fellow IBMers. On our team, you&rsquo;ll work with bright, collaborative minds who bring passion and creativity to everything they do. You&rsquo;ll be part of a culture built on openness, trust, and teamwork. Where your ideas matter and your growth is supported. Join us, and help bring innovation to life.
 <br/>
 <br/>
 <strong>
  Your Role And Responsibilities
  <br/>
  <br/>
 </strong>
 The Client Experience organization creates and orchestrates a system of best-in-class experiences at every client touchpoint to generate pipeline, attract new clients, and increase loyalty and retention.
 <br/>
 <br/>
 The Client Stories team uncovers, creates, and amplifies compelling client stories, with a focus on celebrating client outcomes in mutually beneficial environments. Through strategic, cross-functional collaboration, we ignite connection between the Client, Sales and Account teams and Marketing Communications to successfully create and showcase these meaningful experiences.
 <br/>
 <br/>
 <strong>
  Preferred Education
  <br/>
  <br/>
 </strong>
 Bachelor's Degree
 <br/>
 <br/>
 <strong>
  Required Technical And Professional Expertise
  <br/>
  <br/>
 </strong>
 At IBM, we create stories and content experiences that matter to our audiences, move them to act and cut through the noise in the market. We believe that content is the best way to build relationships at scale and that stories must be creatively told, uniquely delivered, and useful.
 <br/>
 <br/>
 IBM is looking for a Client Story Strategist to help build connections across the business, hunt for, elevate and position great stories from which we engage, inspire and progress clients, partners, and prospects to work with IBM.
 <br/>
 <br/>
 <strong>
  In This Role, You Will
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Collaborate with the cross-functional team to drive pipeline development among our highest priority use cases and client categories.
  </li>
  <li>
   Liaise with Executive level client and Sales leaders to nurture the relationship among IBM and external teams, both at the worldwide level and in the geographies.
  </li>
  <li>
   Influence global campaign, content, and demand strategy to ensure client storytelling comes to life in various formats from brand-to-demand dependent upon desired outcomes for IBM and most importantly for our clients.
  </li>
  <li>
   Work across different marketing disciplines in IBM from Product Marketing and Communications to Brand + Content Strategy, Field Marketing, Events, Social, and Ecosystem to influence and execute content plans.
  </li>
  <li>
   Serve as the single Marketing point of contact to our clients and guide them through the client story development process.
  </li>
  <li>
   Write and submit briefs and draft stories as well as participate in, and drive, many aspects of the story creation process, inclusive of using AI assistants for story development.
  </li>
  <li>
   Manage expectations internally and with our clients around the process, timing and utility of stories we&rsquo;ll create together.
  </li>
  <li>
   Lead governance around client story assets within content management tools, extending stories that are still relevant, as well as sunsetting any stories that are not.
  </li>
  <li>
   Apply deep curiosity to build an understanding of the market, target audiences and IBM&rsquo;s offerings to help create the most compelling storytelling experiences.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Technical And Professional Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Expertise in corporate client reference programs and content management workflows.
  </li>
  <li>
   Open-minded and constant learner: consistently expanding knowledge to gain new skills, apply new methodologies and develop expertise.
  </li>
  <li>
   Active listener, able to effectively absorb and apply professional knowledge to tasks quickly.
  </li>
  <li>
   Responsible team player demonstrating ownership and accountability.
  </li>
  <li>
   Excellent attention to detail and timely and tenacious follow through on projects and process flows.
  </li>
 </ul>
</div>


Client Story Strategist

Keeta

<div>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia, UAE, Kuwait, Qatar and Brazil.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We&rsquo;re hiring a strategic, data-driven, and customer-obsessed Customer Experience leader to own and accelerate our CE function across multiple countries. This role blends strategy, operational discipline, and cross-functional influence&mdash;partnering with Country GMs, functional leaders, and outsourced contact centers to deliver exceptional customer experiences at scale while continuously improving efficiency and cost-to-serve.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do:
  </strong>
 </p>
 <ul>
  <li>
   Set the
   <strong>
    CE strategy + roadmap
   </strong>
   tied to NPS/CSAT/DSAT and business impact (retention, revenue per order, order lifecycle time)
  </li>
  <li>
   Scale and standardize CE operations across markets (WFM, BPI, TQA, VOC)
  </li>
  <li>
   Lead BPO/vendor governance: SLAs, quality, cost, ramp-up/down, and risk mitigation
  </li>
  <li>
   Improve the end-to-end customer journey: onboarding &rarr; ordering &rarr; delivery &rarr; issue resolution &rarr; refunds/compensation
  </li>
  <li>
   Build strong operating rhythms: KPIs, dashboards, QBRs, escalation paths, and real-time adherence
  </li>
  <li>
   Lead crisis/incident management with calm execution and clear communication
  </li>
  <li>
   Ensure compliance, privacy, and risk controls across markets and partners
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For:
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    8&ndash;12+ years
   </strong>
   in CE/Operations (on-demand: food delivery, ride-hailing, e-commerce preferred)
  </li>
  <li>
   Proven experience scaling
   <strong>
    multi-market CE
   </strong>
   , ideally across in-house + BPO models
  </li>
  <li>
   Strong analytics + systems thinking (Zendesk / Dynamics / CRM + WFM/QA tools)
  </li>
  <li>
   Confident cross-functional leader with strong stakeholder management
  </li>
  <li>
   <strong>
    Fluent English &amp; Mandarin
   </strong>
   (multi-market + vendor collaboration)
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <ul>
  <li>
   Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
  </li>
  <li>
   Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
  </li>
  <li>
   Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  📍
  <strong>
   Location:
  </strong>
  Middle East (
  <strong>
   UAE or Bahrain
  </strong>
  ) | Multi-country scope
 </p>
 <p>
  #Hiring #MandarinRequired #EnglishMandarin #BilingualRole #SoutheastAsia #SEA #Singapore #HongKong #Malaysia #CustomerExperience #CXLeadership #ContactCenter
 </p>
</div>


Country Head of Customer Experience

Confidential Government

<div>
 <p>
  A leading
  <strong>
   semi-government entity
  </strong>
  in Saudi Arabia&rsquo;s is looking for skilled professionals to join its growing team. Headquartered in
  <strong>
   Riyadh
  </strong>
  , the organization plays a strategic role in supporting national development initiatives and driving long-term impact across key sectors.
 </p>
 <p>
  <br/>
 </p>
 <p>
  If you are looking for a meaningful career with an organization committed to
  <strong>
   sustainability, innovation, and industry excellence
  </strong>
  , this is your opportunity to be part of something impactful.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Apply now and be part of a future-focused organization shaping tomorrow&rsquo;s success.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Purpose:
  </strong>
 </p>
 <p>
  The General Manager of Customer Experience will lead the development and execution of strategies and initiatives aimed at enhancing investment engagement and overall stakeholder experience. This role is responsible for supporting investors and government stakeholders, identifying opportunities for value-added services, and driving sustainable growth through the delivery of a world-class customer experience.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Accountabilities:
  </strong>
 </p>
 <p>
  <strong>
   1. Customer Journey &amp; Process Optimization
  </strong>
 </p>
 <ul>
  <li>
   Map and optimize the end-to-end investor journey, including interactions with government entities, to identify key touchpoints that enhance the overall customer experience.
  </li>
  <li>
   Design and implement strategies to streamline processes, reduce friction points, and ensure a consistent experience across all stages of the investor lifecycle.
  </li>
  <li>
   Define Customer Experience Service Level Agreements (SLAs) and monitor performance KPIs in coordination with the Planning &amp; Performance team.
  </li>
 </ul>
 <p>
  <strong>
   2. Customer Service Center Management
  </strong>
 </p>
 <ul>
  <li>
   Lead the Customer Service Center to ensure timely, accurate, and effective resolution of inquiries, concerns, and feedback.
  </li>
  <li>
   Oversee the proper triaging and routing of inquiries to relevant Level 1 and Level 2 support teams.
  </li>
  <li>
   Establish and enforce service standards that deliver a responsive and positive experience for investors, citizens, and government or legal entities.
  </li>
 </ul>
 <p>
  <strong>
   3. Customer Engagement &amp; Relationship Management
  </strong>
 </p>
 <ul>
  <li>
   Develop and execute proactive engagement strategies across multiple channels to strengthen relationships with investors and government stakeholders.
  </li>
  <li>
   Implement tailored communication and structured feedback mechanisms to support long-term engagement and retention.
  </li>
  <li>
   Act as the primary relationship owner for key investor accounts.
  </li>
 </ul>
 <p>
  <strong>
   4. Account Management &amp; Regulatory Interface
  </strong>
 </p>
 <ul>
  <li>
   Support investors throughout the licensing and application lifecycle, acting as the main interface between investors and relevant regulatory and compliance teams.
  </li>
  <li>
   Ensure the collection of required declarations, follow up on outstanding dues or penalties, and keep investors informed of compliance-related matters.
  </li>
  <li>
   Enhance investor awareness of regulatory requirements, policy updates, and application-specific guidelines.
  </li>
 </ul>
 <li>
 </li>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Minimum Qualifications &amp; Experience:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in business administration, Marketing, Public Relations, or a related discipline is required.
  </li>
  <li>
   A master&rsquo;s degree preferably an MBA or an advanced qualification in Strategy or Customer Experience Management&mdash;is highly preferred.
  </li>
  <li>
   Minimum 14 years of experience in Customer Experience (CX), Account Management, or Business Development,
   <strong>
    with at least
   </strong>
   <strong>
    5 years in a senior leadership.
   </strong>
  </li>
 </ul>
</div>


General Manager Customer Experience

Unilever

<div>
 Unilever is currently hiring for
 <strong>
  Customer Experience Manager!
  <br/>
  <br/>
 </strong>
 <strong>
  Function:
 </strong>
 Supply Chain
 <br/>
 <br/>
 <strong>
  Reports to:
 </strong>
 Customer Experience &amp; Logistics Director - Turkiye &amp; UNICA
 <br/>
 <br/>
 <strong>
  Scope:
 </strong>
 T&uuml;rkiye
 <br/>
 <br/>
 <strong>
  Location:
 </strong>
 Umraniye
 <br/>
 <br/>
 <strong>
  Terms &amp; Conditions:
 </strong>
 Local Tems, Full time
 <br/>
 <br/>
 <strong>
  About Unilever
  <br/>
  <br/>
 </strong>
 With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world.
 <br/>
 <br/>
 At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don&rsquo;t believe in the &lsquo;one size fits all&rsquo; approach and instead we will equip you with the tools you need to shape your own future.
 <br/>
 <br/>
 <strong>
  Job Purpose
  <br/>
  <br/>
 </strong>
 Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are an expert in communication and willing to work in collaboration with our customers to grow together and ensure sustainable excellence in customer experience carrying the flag for being #1 supplier, then this role is just for you.
 <br/>
 <br/>
 <strong>
  What Will Your Main Responsibilities Be
  <br/>
  <br/>
 </strong>
 This role leads the Customer Experience team for Turkey, which is a broad team of 30 people, responsible for all BUs and channels.
 <br/>
 <br/>
 <strong>
  Main Responsibilities Of The Role Are
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   #1 Supplier leadership and coordination both internally and externally
  </li>
  <li>
   Representation of customer centric decision making in operations
  </li>
  <li>
   Ensure acting as one big team targeting global Demand Creation agenda with our customers via both people engagement &amp; communication and data connectivity.
  </li>
  <li>
   Customer connectivity strategy evolvement and execution
  </li>
  <li>
   Defining key priorities and agenda to ensure continuous improvement in customer experience.
  </li>
  <li>
   Cross functional representation of Customer Experience agenda
  </li>
  <li>
   Ensure operational Excellence for sustainable service improvement
  </li>
  <li>
   Design and lead digitalization agenda to support customer connectivity and operational effectiveness
  </li>
  <li>
   Establish customer centric performance management culture
  </li>
  <li>
   Support team development and upskilling for future proof Customer Experience
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experiences &amp; Qualifications
  <br/>
  <br/>
 </strong>
 WHAT YOU WILL NEED TO SUCCEED
 <br/>
 <br/>
 <ul>
  <li>
   Bachelor&rsquo;s degree in operations / Logistics / Business / Engineering or equivalent experience
  </li>
  <li>
   5+ years of leadership or management experience in Supply Chain
  </li>
  <li>
   Internal and external stakeholder management is preferred.
  </li>
  <li>
   Communication, collaboration and empowerment is a must.
  </li>
  <li>
   Strategic thinking and future fit process and design capabilities are crucial.
  </li>
  <li>
   Solution generation expertise and out of the box thinking are required.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Collaboration catalyst
  </li>
  <li>
   Being a driver of change
  </li>
  <li>
   Strong leadership skills for proactive management and communication of business opportunities and risks
  </li>
  <li>
   Business acumen with multi-functional experience
  </li>
  <li>
   Digital thinking
  </li>
  <li>
   Agile decision making
  </li>
  <li>
   Excellent Turkish and English communication skills, both written and verbal
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Leadership
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.
  </li>
  <li>
   You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.
  </li>
  <li>
   Critical SOL (Standards of Leadership) Behaviors
  </li>
  <li>
   PERSONAL MASTERY: Sets high standards for themselves. Has emotional intelligence to take feedback, manage mood and motivations, and build empathy for others.
  </li>
  <li>
   PASSION FOR HIGH PERFORMANCE: Generates intensity and focus to motivate people to deliver results at speed. Takes personal responsibility and accountability for execution and results.
  </li>
  <li>
   TALENT CATALYST: Invests in people &ndash; coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best.
  </li>
  <li>
   PURPOSE &amp; SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  </li>
  <li>
   CONSUMER LOVE: Invests time inside and outside to understand the needs of consumers.
  </li>
  <li>
   BUSINESS ACUMEN: Creates sustainable growth with purpose, engaging different partners across the system for change.
   <br/>
   <br/>
  </li>
 </ul>
 Unilever 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.
 <br/>
 <br/>
 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 &lsquo;Whole Self&rsquo; 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.
</div>


Customer Experience Manager Turkiye

<div><p>Unilever is currently hiring for <b>Customer Experience Manager!</b></p><p><b><br>
Function: </b>Supply Chain<br>
<b>Reports to: </b>Customer Experience &amp; Logistics Director - Turkiye &amp; UNICA<br>
<b>Scope:</b> T&uuml;rkiye<br>
<b>Location:</b> Umraniye<br>
<b>Terms &amp; Conditions:</b> Local Tems, Full time</p><p><b><br>
ABOUT UNILEVER</b><br>
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world.<br>
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don&rsquo;t believe in the &lsquo;one size fits all&rsquo; approach and instead we will equip you with the tools you need to shape your own future.<br>
<br>
<b>JOB PURPOSE</b><br>
Find your purpose at Unilever. You will lead innovations, big and small, that will make our business win and grow. You will learn from brilliant business leaders and colleagues in a truly global and diverse culture to ultimately become a better you. If you are an expert in communication and willing to work in collaboration with our customers to grow together and ensure sustainable excellence in customer experience carrying the flag for being #1 supplier, then this role is just for you.<br>
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<b>WHAT WILL YOUR MAIN RESPONSIBILITIES BE</b><br>
This role leads the Customer Experience team for Turkey, which is a broad team of 30 people, responsible for all BUs and channels.<br>
Main responsibilities of the role are:</p><ul><li>
#1 Supplier leadership and coordination both internally and externally</li><li>
Representation of customer centric decision making in operations</li><li>
Ensure acting as one big team targeting global Demand Creation agenda with our customers via both people engagement &amp; communication and data connectivity.</li><li>
Customer connectivity strategy evolvement and execution</li><li>
Defining key priorities and agenda to ensure continuous improvement in customer experience.</li><li>
Cross functional representation of Customer Experience agenda</li><li>
Ensure operational Excellence for sustainable service improvement</li><li>
Design and lead digitalization agenda to support customer connectivity and operational effectiveness</li><li>
Establish customer centric performance management culture</li><li>
Support team development and upskilling for future proof Customer Experience</li></ul><p><b><br>
WHAT YOU WILL NEED TO SUCCEED</b><br>
<b>Experiences &amp; Qualifications</b></p><ul><li>
Bachelor&rsquo;s degree in operations / Logistics / Business / Engineering or equivalent experience</li><li>
5+ years of leadership or management experience in Supply Chain</li><li>
Internal and external stakeholder management is preferred.</li><li>
Communication, collaboration and empowerment is a must.</li><li>
Strategic thinking and future fit process and design capabilities are crucial.</li><li>
Solution generation expertise and out of the box thinking are required.</li></ul><p><b><br>
Skills</b></p><ul><li>
Collaboration catalyst</li><li>
Being a driver of change</li><li>
Strong leadership skills for proactive management and communication of business opportunities and risks</li><li>
Business acumen with multi-functional experience</li><li>
Digital thinking</li><li>
Agile decision making</li><li>
Excellent Turkish and English communication skills, both written and verbal</li></ul><p><b><br>
Leadership</b></p><ul><li>
You are an inclusive motivator of people. Your team deliver with real passion, growing and learning from each other whilst delivering quick wins.</li><li>
You are still responsible for your own results and as a manager, you also need to motivate others to deliver with passion, creating an inclusive and engaging climate around you. You can balance challenge with support and coaching. You understand the wider business context and you are emotionally intelligent enough to motivate people to deliver what is needed.</li></ul><div><ul><li><br>
<b>Critical SOL (Standards of Leadership) Behaviors</b></li></ul></div><ul><li><b>
PERSONAL MASTERY: </b>Sets high standards for themselves. Has emotional intelligence to take feedback, manage mood and motivations, and build empathy for others.</li><li><b>
PASSION FOR HIGH PERFORMANCE:</b> Generates intensity and focus to motivate people to deliver results at speed. Takes personal responsibility and accountability for execution and results.</li><li><b>
TALENT CATALYST:</b> Invests in people &ndash; coaches individuals and teams to realize their full potential. Creates an inclusive climate, empowering everyone to be at their best.</li><li><b>
PURPOSE &amp; SERVICE</b>: Has humility, understanding that leadership is service to others, inside and outside Unilever.</li><li><b>
CONSUMER LOVE:</b> Invests time inside and outside to understand the needs of consumers.</li><li><b>
BUSINESS ACUMEN: </b>Creates sustainable growth with purpose, engaging different partners across the system for change.</li></ul><p><br>
Unilever 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.</p><p></p><p>
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 &lsquo;Whole Self&rsquo; 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.</p></div>

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