Job Title CO Director MX Hiring Manager: Carolina Cardoso Function Supply Chain Work Level and Grade WL3, 3X Reports to SC Head LATAM Scope Foods Mexico Country Location and Worksite Details Mexico

JOB PURPOSE

Lead the Customer Operations agenda in Mexico, ensuring an integrated end-to-end operation across planning, customer experience and logistics coordination to deliver superior service levels, operational efficiency and sustainable business growth. The role is responsible for defining and executing the Customer Operations strategy for the Mexican market, connecting commercial needs with Supply Chain execution and advancing an integrated vision that optimises product availability, customer experience, inventories and logistics costs. The position works closely with Customer Development, Marketing, Finance, Manufacturing and logistics partners, leading transformation and the development of long-term capabilities across the organisation. The Customer Operations model integrates Integrated Planning, Customer Experience and Strategic Logistics.

KEY RESPONSIBILITIES

Integrated Planning Leadership

- Lead the integrated planning process (S&OP; / IBP).
- Align demand, supply, inventories and operational capabilities with business priorities.
- Lead decision-making to optimise service levels, inventory, cost and working capital.
- Manage supply risks and define mitigation plans.
- Drive improvements in forecast accuracy, product availability and inventory productivity.
- Ensure the correct connection between commercial and operational plans.

Customer Experience (CEX)

- Define and lead the Customer Experience strategy to ensure service excellence.
- Monitor and improve OTIF, Fill Rate, Service Level and customer-experience indicators.




- Lead collaboration initiatives with strategic customers and CPFR programmes.
- Manage issue-resolution and continuous-improvement processes.
- Promote a customer-centred culture and end-to-end execution.
- Strengthen Customer Facing and commercial-collaboration capabilities.

Logistics Coordination

- Lead logistics coordination for the Mexican operation, including warehouses, transportation and distribution.
- Ensure the availability, resilience and efficiency of the logistics network.
- Lead logistics-cost management, productivity and optimisation projects.
- Manage operational risks and business-continuity plans.
- Drive logistics transformation, automation and digitalisation initiatives.

Performance Management and Transformation

- Define and monitor critical Customer Operations KPIs.
- Lead the function’s transformation and continuous-improvement agenda.
- Identify opportunities for simplification, automation and efficiency generation.
- Lead strategic organisational- and process-transformation projects.
- Ensure compliance with governance, compliance and internal-control standards.

Team Leadership

- Lead and develop the Customer Operations team in Mexico.
- Develop leaders across Planning, CEX and Logistics capabilities.
- Promote a culture of accountability, collaboration and results focus.
- Ensure succession, development and talent plans for the organisation.




- Lead change management and the evolution of organizational capabilities.

KEY SUCCESS MEASURES (KPIs)

- Service Level / OTIF
- Fill Rate
- Forecast Accuracy
- Inventory Days / Working Capital
- Cost-to-Serve
- Logistics Cost
- Customer Satisfaction
- Operational Productivity
- Delivery of transformation and savings plans

REQUIRED QUALIFICATIONS

- More than 10 years of experience in Supply Chain, Customer Operations, Planning or Logistics.
- Experience leading multidisciplinary teams and complex organisations.
- Experience in integrated planning processes and customer-service management.
- Experience leading business-transformation and continuous-improvement initiatives.
- Experience managing senior stakeholders and providing cross-functional leadership.
- Bachelor’s degree in Engineering, Business Administration, Logistics, Supply Chain or a related field.

PREFERRED QUALIFICATIONS

- Postgraduate degree or MBA.

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, integral 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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📌 CO Director Foods Mexico (Santiago de Querétaro)
🏢 Unilever
📍 Santiago de Querétaro