Global Customer Hubs Manager – CD Operations & Transformation (Europe)
Join us as Global Customer Hubs Manager – CD Operations & Transformation (Europe)
Function: Global Customer Hubs (GCH)
Reports to: Global Customer Hubs Director
Scope: Europe – covering European markets supported by Global Customer Hubs
Location: Katowice, Poland or Bangalore, India
Terms & Conditions: Full-time. Candidates must have the right to work in the location where they apply. No relocation support will be provided.
JOB PURPOSE
This role exists to drive operational excellence, service governance, and transformation across Promotion and Price Management operations within Global Customer Hubs, serving European markets.
The role connects global strategy, market stakeholders across Europe, hub delivery teams, and capability teams to ensure standardized, efficient, and digitally enabled service delivery that supports business growth and customer satisfaction.
As Global Customer Hubs Manager, you will play a key role in shaping the future of Customer Operations across Europe by leveraging analytics, automation, AI-enabled solutions, and strong cross-functional collaboration to continuously improve service delivery and business performance.
KEY RESPONSIBILITIES
Lead Promotion and Price Management operations across European markets, ensuring consistent service delivery, operational excellence, and adherence to agreed service levels and governance standards.
Monitor operational KPIs and service levels, identify trends and risks, and drive corrective actions to improve performance.
Drive continuous improvement and transformation initiatives through process standardization, simplification, automation, and AI-enabled solutions.
Partner with market teams, hub operations, global process owners, and capability teams to deliver business priorities and accelerate adoption of new tools and processes.
Manage and resolve complex operational issues, escalations, and customer-related challenges to minimize business impact.
Establish and lead governance routines, compliance controls, and process reviews to improve quality, efficiency, and customer experience.
Build trusted relationships with senior stakeholders, hub teams, external partners, and market leaders across Europe to ensure alignment and effective execution.
Monitor operational budgets and ensure expenses remain within approved targets.
Develop team capabilities and foster a culture of accountability, continuous learning, innovation, and high performance.
REQUIRED QUALIFICATIONS
Proven experience in Customer Operations, Customer Service, Global Business Services, Supply Chain Operations, or a related operational environment.
Demonstrated experience leading transformation, process improvement, or operational excellence initiatives with measurable business impact.
Strong stakeholder management and influencing skills within complex global or regional matrix organizations.
Experience managing performance through KPIs, service governance frameworks, and data-driven decision making.
Strong problem-solving skills with the ability to manage multiple priorities and navigate complex business challenges.
PREFERRED QUALIFICATIONS
Experience implementing digital, automation, or AI-enabled solutions within operational environments.
Experience managing third-party service providers or external business partners.
Experience leading cross-functional projects across multiple countries, markets, or business functions.
ADDITIONAL INFORMATION
Location: Katowice, Poland or Bangalore, India.
Scope: European markets supported by Global Customer Hubs.
Working model: Hybrid (3 days in the office, 2 days remotely)
No relocation support will be provided.
Opportunity to lead transformation initiatives and contribute to shaping the future of Customer Operations across Europe.
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.