The mission of the Director of eCommerce – Omnichannel Customer Development is to accelerate Unilever’s eCommerce sales to $1Bn by 2020 by developing, enabling, and operating omni-channel businesses at scale.
The role includes customer development and business operations responsibility for the fast-growing eCommerce components of Unilever’s most strategic customers such as Walmart, Target, and Kroger; omnichannel delivery partners such as Instacart, Shipt, and other on-demand models; and for other omnichannel customers at scale. The Director will partner with the teams responsible for customer development of the core bricks & mortar business as well as other key internal partners such as eCom Digital Business Operations, CCD, Category Management, Supply Chain, PDC, and CD Learning to drive disproportionate growth in digital commerce across direct ship-to-home, click & collect, and ship-from-store modalities.
The Director will be an influential member of both the US and Global eCommerce leadership teams, a member of the Extended CDLT and Extended USLT, and key talent for digital leadership positions in the future. S/he needs to be a disruptive thinker who can see opportunities and inspire the team to deliver, but also an operator who can run the organization efficiently, removing any roadblocks that may arise. S/he must also be at the forefront of technology and innovation on the path to purchase journey, and be able to drive adoption of the right digital methods to win with consumers and customers. The Director will also dock with omnichannel counterparts in the Global eCommerce team and international CD teams to leverage omni-channel expertise and learnings from other markets.
Who You Are & What You’ll Do
Develop Strategy:
Create omnichannel growth strategies and operational plans for multiple customers to deliver ~$500M by 2020
Identify opportunities to help our top retailer customers grow their eCommerce businesses by leveraging our portfolio, our insights into the shopper path to purchase, and our eCom learnings & best practices across other customers and markets
Be an Operator:
Deliver eCommerce Turnover, Share, and Perfect Store Online goals at key omnichannel customers such as WMT, TGT, Kroger, Safeway, etc., by establishing eCommerce fundamentals, prioritizing opportunities for quick growth, and operating the business in partnership with the core customer development teams
Develop the right organizational and financial model for applying trade, shopper marketing, and media across the brick & mortar and eCommerce components of customer businesses, and an approach to managing those relationships holistically across the traditional and digital aspects
Apply key eCommerce best practices around content, traffic, conversion in conjunction with core CD practices such as holistic customer investment management, forecasting, promotions, and analytics
Be a Change Agent: Through your position on the ECDLT and as the primary architect of digital growth at key customers, help Unilever pivot faster to the high-growth eCommerce channel by adopting new behaviors and business processes. You will partner closely with Directors & VPs within Customer Development, Marketing, and Supply Chain to shift the organizational mindset to embrace and excel at omni-channel business management.
Develop Talent: In this key role leadership you will be directly or indirectly responsible for the development of internal talent, and the recruitment of the right external talent to further build out Unilever’s omnichannel-capable talent bench. You will need to provide the right level of coaching, particularly in the area of core eCommerce functional skills such as multi-format assortment strategy, economic modeling, data- and metrics- driven decision-making, cross-functional problem-solving, attribution, etc. You will be instrumental in helping Unilever upskill and upgrade its customer development workforce to drive omnichannel growth.
Invent, Simplify, and Scale: Identify process or organizational problems that slow down the team and the channel pivot, and use your business knowledge and problem-solving skills to put scalable solutions in place to help the team make progress.
Basic Qualifications:
Bachelor's degree/ MBA preferred
10+ years’ experience in CPG or Retail industry, including leadership responsibility for sales or customer development
Experience managing a business P&L, leading a direct team, and interfacing directly with customers at senior levels
Working knowledge of eCommerce channel, the consumer journey, and omni-channel retailer models
Experience as sales or customer development Director
Direct eCommerce or omni-channel experience
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