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Ufs Id Cx Manager

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Unilever

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Location:
Indonesia , Banten

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

The role is the Assit Manager of FS CX (Customer Experience), and the main objective is to build a future fit competitive advantage for the total CD function and operations, by continuously deploying tech/data at scale to improve customer experience and lower costs, while to drive the conversion. This role will be reporting to UFS ID Business Development Lead and work closely with CD IT, CD Capability, business analyst and CD strategy and planning.

Job Responsibility:

  • Design and Operationalize CXD Scalable End-to-End Model
  • Support BD Lead on CX strategy of UFS ID, adapted from global CX strategy, partnering with UFS SEA CX lead and CX regional hub
  • Collaborate cross-functionally to design and implement a CXD strategy tailored for UFS ID
  • Ensure the strategy leverages data, automation, and personalization to drive customer engagement and deliver measurable business value, including revenue growth and improved conversion rates
  • Build a robust operating model that supports the full customer journey—from awareness to purchase—focusing on high-potential SKUs
  • Ensure the model is scalable across regions and adaptable to changing market dynamics, with clear KPIs and feedback loops
  • Implement Roadmapping with IT/Data Team
  • Work with local CD IT and partner with CXD regional hub to translate the CXD strategy into a phased technology implementation roadmap
  • Prioritize platforms and tools that enhance customer experience, enable data-driven decision-making, and support agile experimentation
  • Drive Customer Experience Innovation through Design and Experimentation
  • Lead allocated part of the customer experience design and experimentation team to continuously test, learn, and optimize digital touchpoints
  • Use insights from A/B testing, user feedback, and behavioral analytics to refine journeys and improve satisfaction
  • Strengthen Sales Capability through Digital Enablement
  • Introduce digital tools and training programs that enhance sales team productivity and effectiveness
  • Foster a culture of data literacy and digital fluency, enabling sales teams to better understand customer needs and tailor their approach
  • Monitor and Report on CXD Transformation KPIs
  • Establish a dashboard of key metrics to track progress, identify bottlenecks, and communicate impact to senior leadership
  • Use insights to iterate strategy and continuously improve execution

Requirements:

  • 5+ years of experience in one or more of the following areas: Foodservice field sales and sales strategy & planning, or digital transformation in operation
  • Business strategy or transformation roles in B2B industries (e.g., telecom, SaaS, banking)
  • Management consulting with a focus on tech-driven B2B clients
  • Strong fundamentals in sales operations, especially in leveraging technology to drive SaaS platform growth and efficiency
  • Data-driven decision-making – Proven ability to use metrics to measure performance and identify areas for improvement
  • Willingness to travel up to 25% to engage with customers and local sales teams across the market

Nice to have:

  • Entrepreneurial mindset – Think and act like a founder
  • Passion for shaping the future of business operations
  • Curious, impact-driven, and eager to learn

Additional Information:

Job Posted:
January 07, 2026

Employment Type:
Fulltime
Job Link Share:

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