cec Manager for ph & seaa regional leadHindustan Unilever

Job Description
Summary Job Description: The CEC Manager for SEAA is responsible for managing overall CEC operations in the SEAA region and representing the region in the global CEC Leadership Team and the broader PDC community.
This role wears at least four hats:
1. People Manager to CEC Market Leads in SEAA Markets Leads
2. Lead Vendor Manager to the accredited contact vendor/s in the region
3. CEC Market Lead for Philippines, Malaysia, and Singapore
4. Thought leader in cross functional teams in managing negative consumer sentiment, issues, incidents, and product recalls
The CEC SEAA Manager is generally responsible for:
a. Developing the Unilever Standards of Leadership in CEC SEAA's team members (internal and outsourced)
b. Business partnering across the 5 Unilever BUs in SEAA to ensure delightful experiences across touch points
c. Ensuring actionable consumer feedback is shared to the correct teams across the region in a timely manner
d. Managing contact center partners and other vendors who support consumer interactions and issues resolution
e. Adopting/ customizing/ innovating - as appropriate-- platforms/technologies/processes that enable continuous improvement, effectiveness, efficiency, and scale of CEC operations
f. Providing thought leadership in the management of negative consumer sentiment with cross functional teams across SEA
CEC OPERATIONS AND VENDOR MANAGEMENT
Partners with Procurement and Finance to ensure responsible and sustainable sourcing of CEC-related services
Provides strategic and tactical vendor management guidance to CEC market leads
Directly manages vendors in Philippines, Malaysia, and Singapore
Ensures compliance of vendors to global and local Unilever standard particularly on operational excellence, privacy, and information security
Provides guidance and oversight to ensure service provider/s in SEAA meet global CEC KPIs
Ensures CEC people, processes, content, and technology in SEAA are robust and fit for purpose
CEC BUSINESS PARTNERING
Develops business partnering skills of CEC SEAA Team with focus on working closely with key stakeholders (Marketing, Supply Chain, Customer Development, and SB&C)
Trains CEC Team members in effectively advocating for consumers/communicating the consumer perspective across the organization
Enables scheduled and on-demand consumer feedback data to stakeholders across the region for problem-solving, quality assurance, and insighting purposes
Provides thought leadership on the consumer engagement aspect on any issues or risks that arise
Drives consumer-facing operations during product recalls
Enables the organization to leverage/maximize CEC capabilities for business growth
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.