Business Development Lead UFS ID

Unilever Food Solutions (UFS) is the 3bn foodservice division of Unilever. It leads the dynamic Food Service market across its categories and has ambitious growth objectives, marketing a range of professional food and beverage products and services to operators across 22 Multi Country Organizations (MCOs) in 67 countries. We carry a portfolio of local and international brands-- Bango, Royco, Knorr Professional, Hellmann's and rest tea and beverage brands.

Main purpose of the job:

The role is the lead of FS Business Development, 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.

At the beginning stage, the candidate will lead a team of 5 FTEs, along with the business strategy development and implementation, the scope of this position and the team will expand accordingly.

MAIN RESPONSIBILITIES:

Design and Operationalize CXD Scalable End-to-End Model

• Owner of 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.

Lead Roadmapping with IT/Data Team

Lead 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

Oversee 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.

Build a Future-Ready Talent Bench via Agile HR Practices

Implement agile and digital HR processes to attract, develop, and retain CD top talent. Use data-driven talent management systems to identify skill gaps, personalize learning paths, and foster a high-performance culture.

Champion Cross-Functional Collaboration and Change Management

Act as a bridge between commercial, technical, and operational teams to ensure alignment and smooth execution. Lead change management initiatives to embed CX-first thinking and drive adoption across the organization.

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.

Highlights for the role:

• CXD strategy & scalability
• End-to-end customer journey
• Technology and data roadmap
• Design & experimentation
• Digital sales enablement
• Agile HR & talent development
• Cross-functional collaboration
• KPI tracking & iteration

Key Metrics:

• Reach and penetration (accelerated)
• Amount of operators completing single customer view
• CAC (Customer Acquisition Cost)/ CLV (Customer Lifetime Value)
• Specifically for the chef platform: chef acquisition and retention, DAU/WAU/MAU Sales Qualified Leads (SQL) NPS

We're looking for passionate, business-minded talents who are excited about food and ready to roll up their sleeves, challenge the status quo, and grow alongside the business. A strong foundation and proven track record in driving customer experience or scaling SaaS platforms is essential.

• Entrepreneurial mindset - Think and act like a founder.
• Passion for shaping the future of business operations.
• Curious, impact-driven, and eager to learn.
• 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.
• 8+ 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.
• A passion for building high-performing, future-ready teams.
• Strong change management and stakeholder influencing skills - Able to navigate complex, matrixed organizations and communicate effectively with customers, cross-functional teams, and both local and global leadership.
• Willingness to travel up to 25% to engage with customers and local sales teams across the market.

Standard of Leadership:
Strong inner game, business acumen, and passion for high performance and Talent Catalyst

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.