UFS Messenger WA Ops Lead

About Food Solutions (UFS)

Act like a founder, be part of a Winning team, accelerate your growth, stay ahead of the curve, enjoy the journey: JOIN UFS

Unilever Food Solutions (UFS) is the 2nd largest Business Unit of Unilever, one of the 3 Power brands of the Foods Business Group, and a global market leader in Food Service. We are an independent Global Business Unit that operates in over 76 countries, generating ~€3 Billion in Turnover, and employing ~4000 employees. We have a unique B2B business model focused on serving chefs and our purpose is to free them to love what they do.

We at UFS have a bold and clear ambition and strategy in place to reach €5bn by 2030 with accretive profitability, by being the best solution provider to our 5 million operators. We plan to do this via a product first focus on superiority, by becoming the leader in AI powered Customer experience and by nurturing a Winning culture. We have had a history of delivering with excellence and resilient performance in the past few years. We also strive to stay 3 steps ahead in the industry. For example, our Future Menus Report identifies emerging culinary trends, making us a trendsetter for inspiring innovative solutions for chefs worldwide.

We have a culture of caring deeply not just for our business but also for our people. We foster an entrepreneurial culture built on speed, simplicity, trust, and a deep hunger to grow. Our people thrive on their roles being empowered and end to end - across all functions. We also invest heavily in building future skills and leaders. Our People agenda of Accelerate-Grow-Thrive consistently helps us lead in employee engagement, with Univoice scores exceeding Unilever scores across all dimensions and being one of the most engaged teams at Unilever.

At Unilever Foods, we are both Food Lovers and Growth Hunters—two sides of the same powerful identity. As Food Lovers, we explore tastes, trends and cuisines to create products that bring joy to everyday life. As Growth Hunters, we relentlessly chase new opportunities, push boundaries, and hold one another accountable to deliver excellence. If you’re energized by growth, fuelled by curiosity, and excited to shape food people truly love, this is where you belong.

Here, you will continuously learn, unlearn, and relearn, challenging yourself to accelerate your development in an end-to-end business and in end-to-end roles. If you're dreaming of contributing to Unilever’s 2nd largest Business unit, a fast-growing business, where you're empowered so you can play to win and thrive as part of One Team with One Goal, then come and join us!

Job Purpose

The Messenger WhatsApp Operations Lead will play a key role in the Global Customer Experience (CX) Team in driving the global rollout, adoption, and continuous optimization of WhatsApp (WA) as a key communication and engagement (and even conversion) platform within our business. This role requires strong cross-functional collaboration with markets, Global Data & Tech, Business Excellence & Analytics, Global Marketing and Center of Excellence to jointly design, deploy, and scale solutions that enhance customer experience and business performance.

In addition to WhatsApp, the role will also build foundational understanding and strategic direction for other instant messaging platforms (e.g., Facebook Messenger) to support future expansion.

Main Responsibilities

• Global Rollout & Market Engagement
  • Support LM to lead the pilots and end-to-end global rollout across priority markets.
  • Partner closely with local market teams to align on use cases, adoption plans, success metrics, and operational requirements.
  • Provide ongoing guidance, best practices, and troubleshooting support to ensure successful implementation and scaling.
  • Consolidate learnings from pilot and launch markets to refine and accelerate global deployment.
• Solution Design & Cross-Functional Collaboration
  • Work closely with Global Data & Tech and Global Marketing teams to define business requirements, user journeys, and feature prioritization.
  • Translate market needs into clear functional requirements for the development teams.
  • Support testing, validation, and continuous improvement of WA solutions.
  • Ensure strong alignment on roadmap, timelines, and release processes.
• Platform Expertise & Expansion
  • Maintain a deep understanding of WA ecosystem capabilities, business APIs, and integration models.
  • Monitor emerging trends in messaging platforms globally and evaluate relevance for UFS (e.g., Facebook Messenger, Instagram Messaging, LINE).
  • Along with your LM, provide strategic recommendations on expanding beyond WA to create a holistic instant messaging strategy.
• Data, Governance & Performance
  • Ensure data quality, governance, and compliance standards are met across all markets and platforms.
  • Track performance metrics and generate insights to optimize platform usage and customer engagement.
  • Drive continuous improvement by identifying opportunity areas across funnel stages.

What You Need to Succeed

Experiences & Qualifications

• 3+ years of experience in digital operations, digital marketing / digital selling, CRM, platform management, or commercial tech roles.
• Experience collaborating with cross-functional teams and influencing markets.
• Strong understanding of messaging platforms (WhatsApp Business API preferred).
• Ability to translate business needs into tech requirements.
• Excellent communication, project management and stakeholder management skills.
• Experience in CPG, Food Service, or customer-facing operations is a plus.
• Digital savvy, social savvy, always put consumer at the heart of design.
• Project management
• Communication
• Platform integration
• Business Alignment & Collaboration
• Agile & Continuous Improvement Mindset

What Is In It For You?

Unilever is the place where you can be yourself and bring your purpose to life with the work that you do – creating a better business and a better world. We offer an exciting & dynamic work environment where you can make things happen. Furthermore, we offer some great reward and benefits!

• Attractive total remuneration package: excellent company pension, bonus, share scheme.
• Flexible cross-disciplinary career opportunities and a wealth of training opportunities & wellbeing resources whenever and wherever.
• Plenty of company-paid holidays to further ensure your work-life balance is maintained.
• Under the Hybrid Working principles, you will be expected to spend a minimum of 40%-60% in the office or at customers, suppliers or partners to connect and collaborate. For the time you work from home, we will ensure you are well equipped. When you are at the office, you can enjoy our tasty canteen with prepped food and own products.
• Informal culture and being the first one trying our new products.
• My Fitness Plan (reduction on your Fitness Subscription).
• Homework allowance
• Company laptop and mobile phone
• Green Mobility Policy.