UFS Messenger WhatsApp (WA) Ops Lead

Job details

Unilever Food Solutions (UFS) is hiring a Messenger WhatsApp (WA) Operations Lead.

About Unilever Food Solutions (UFS)

Unilever Food Solutions (UFS) is a global Food Service/B2B business unit operating in over 76 countries, serving chefs and food service operators, and employing ~4000 employees. Our purpose is to free chefs to love what they do. UFS focuses on building a winning culture and accelerating growth through product superiority and AI-powered customer experience. We foster an entrepreneurial culture built on speed, simplicity, trust, and a deep hunger to grow. Our people thrive in empowered, end-to-end roles across functions, and we invest in building future skills and leaders.

Job purpose

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

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

What will your main responsibilities be

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.

Skills

• Project management
• Communication
• Platform integration
• Business alignment & collaboration
• Agile & continuous improvement mindset

What is in it for you?

Unilever offers an exciting and dynamic work environment where you can make things happen, along with rewards 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, you will be equipped accordingly. 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 new products.
• My Fitness Plan (reduction on your Fitness Subscription).
• Homework allowance.
• Company laptop and mobile phone.
• Green Mobility Policy.