Foods ID Customer Experience & Logistics Lead

Earlier this year, Unilever announced an agreement to combine its Foods business with McCormick & Company, creating a scaled global flavour powerhouse. The proposed combination would bring together iconic Foods brands, including Hellmann’s and Knorr, with McCormick’s portfolio to create a global leader across spices, seasonings, condiments and complementary food categories, supported by strong retail and foodservice platforms. McCormick brings more than 135 years of heritage, a presence in 150+ countries and territories, and a portfolio of trusted brands. The transaction remains subject to regulatory approvals and other customary closing conditions, with completion estimated for mid-2027.

Job Title – Foods ID Customer Experience & Logistics Lead

Function – Supply Chain

Reports toHead of Supply Chain – Foods Indonesia

JOB PURPOSE

Lead the end-to-end Customer Experience & Logistics strategy, targeting operating model and performance framework for Foods Indonesia, delivering world-class customer service and logistics performance while shaping the function's strategy, operating model and transformation roadmap. The role integrates customer, operational and commercial priorities to drive service excellence, cost competitiveness, resilience and sustainable growth, serving as the key supply chain partner to Customer Development and the voice of the customer in business decision-making.

You’ll be part of a team that believes in doing work that matters — for people and the planet.

KEY RESPONSIBILITIES
• Set and execute the Indonesia Foods Customer Service & Logistics strategy, target operating model, performance framework and multi-year improvement roadmap.
• Lead and develop the Customer Experience & Logistics organisation, building strong capabilities, clear accountability, effective governance and a high-performing team culture.
• Own Indonesia customer-service performance, including service level, OTIF, order fulfilment, issue resolution, customer satisfaction, cost-to-serve and process efficiency.
• Own end-to-end performance across customer service, warehousing, transport and distribution, delivering service excellence, operational efficiency, resilience, compliance and sustainable value creation.
• Drive S&OP for business to delivering Service, Cash (Inventory), and Cost (Business Waste reduction), through close collaboration with cross-functional team.
• Act as the senior Supply Chain business partner to the Foods Indonesia Customer Development lead and leadership team, jointly shaping customer collaboration priorities and the supply-chain contribution to commercial growth plans.
• Lead the continuous improvement and digital transformation portfolio across customer service and logistics, including process simplification, network optimisation, automation and technology-enabled capabilities
• Build a fact-based cost-to-serve agenda across Europe and convert insights into country and regional efficiency plans with clear ownership, investment requirements and benefit tracking.

REQUIRED QUALIFICATIONS
• Senior leadership experience in Customer Service, Customer Operations, Logistics or end -to-end supply chain within FMCG or another complex customer environment.
• Strong practical understanding of order fulfilment, customer service, planning and logistics interfaces, warehousing, transport, distribution networks and third-party logistics management.
• Proven success leading operational and transformation teams and building consistent performance in a matrix organisation.
• Demonstrated success partnering senior commercial leaders and customers to improve service, strengthen collaboration and support growth.
• Proven track record of setting strategy and delivering large-scale service, cost, productivity, resilience, sustainability or operating-model improvement.
• Strong commercial and financial acumen, including customer profitability, cost-to-serve, service differentiation, business cases, investment choices and benefit delivery.
• Strong programme leadership, change management, stakeholder management, communication and conflict-resolution skills.

PREFERRED QUALIFICATIONS
• Track record leading transformation, operating-model change, process improvement, digitalisation or automation across SEA markets.
• Executive-level influencing, communication and conflict-resolution skills

We welcome applicants from all walks of life and are committed to creating an environment where everyone can thrive/succeed. All applicants will receive fair and respectful consideration, and we actively support the growth and development of every employee.

We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment journey. Should you require additional information or reasonable adjustments to allow you to present your best self during this process, please contact your Talent Partner.

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.

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