Customer Experience Assistant Manager

Role purpose

This position is designed to strengthen customer satisfaction by keeping the full order-to-delivery journey under close review and taking proactive steps to improve it. The focus is not limited to daily execution; it also includes examining internal and customer-side policies, spotting improvement opportunities, and helping raise both efficiency and service quality.

The role has responsibility for the UAE market across Modern Trade (MT), General Trade (GT), and Digital Commerce (DCOM). Regular in-person meetings with customers are an important part of the job, supporting direct engagement, relationship development, and joint problem-solving. The position sits within a team that aims to create meaningful impact for people and the planet.

Key responsibilities

• Review retail customer needs using internal assessments and turn those insights into proactive improvement actions.
• Serve as the main contact for operational issues that sit outside normal service guardrails and require escalation handling.
• Work to improve customer service performance over the long term.
• Study CCFOT results and trace the root causes behind service-level shortfalls.
• Drive joint projects with customers to improve service delivery, simplify operations, and increase shared efficiency.
• Run S&OE discussions with customers to align priorities and address supply-demand mismatches.
• Lead collaborative forecasting with customers to improve forecast precision and cut service-related losses.
• Work with the CBD team to close service gaps and support joint business planning.
• Coordinate with Sales on availability topics to ensure sufficient stock and execution readiness.
• Launch and manage joint programs with customers around safety, quality, and operational excellence.
• Collaborate with cross-functional teams such as Supply Chain, Finance, CD, and Quality to keep execution smooth and resolve issues.
• Lead the order processing team so customer orders are processed fully, allocated correctly, and tracked through to delivery.
• Oversee UAE stock movement and transfers so they match demand and planned operations accurately and on time.
• Improve customer-facing iOPS processes such as delivery handling and ordering behaviour through joint improvement initiatives.
• Bring new customers and channels into existing workflows in close coordination with the CD team.
• Assess logistics efficiency and the cost impact of ordering patterns, then drive corrective actions where needed.
• Analyse operational data to identify untapped potential and recommend changes in policy or practice to customers.
• Prioritise ongoing improvement by tracking agreed metrics instead of focusing only on daily transactions.
• Support change-notification handling, especially for price updates and product master changes.

Required profile

• Strong business understanding, especially around iOPS process models, operational procedures, and cross-functional ways of working.
• Ability to interpret data and turn it into practical insights.
• Experience with process improvement and simplification.
• Comfort using digital tools, dashboards, and performance trackers.
• Knowledge of CCFOT, service-level analysis, and end-to-end supply chain flow.
• Good stakeholder management skills.
• Clear communication and negotiation ability.
• Strong problem-solving mindset.
• Customer-focused approach with a bias toward action.
• Ability to collaborate effectively and lead projects with different teams.

Additional information

This role is responsible for all UAE channels, and frequent face-to-face interaction with customers is a core part of the position. The employer also highlights its commitment to equity, inclusion, and diversity, and encourages candidates who need support or workplace access adjustments to share those needs during the application process.