Ice Cream Out of Home CRM & Operations Manager

The Ice Cream division at Unilever is preparing to stand on its own, aiming to become an independent, EUR 8.3 billion publicly listed company by the end of 2025. We’re on a mission to create the ultimate snacking company.​ A place where growth, innovation, founder and ownership mentality, and performance are cultivated and rewarded. And where we craft extraordinary ice cream experiences - transforming ordinary moments into lasting memories.​ Because we know, life tastes better with ice cream.​

The Magnum Ice Cream Company is all about growth. Growing our business. Growing our customers’ businesses. Growing our people’s careers.​ Growth begins with empowerment. So we free our people to be innovative, responsible entrepreneurs, driven and equipped to give our consumers more amazing products and unforgettable moments – and having fun doing it.​

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.  We have been taking pleasure seriously for more than 100 years, serving happiness with every lick or scoop of ice cream for generations.

We are investing to unlock the full growth potential of The Magnum Ice Cream Company as a standalone entity, once we separate from Unilever, which is planned to happen before the end of 2025.

We dream big but keep things simple to act fast.​

If you want to grow with us, make an impact, and shape the future of Ice Cream, this is the place for you!

Job Title: Ice Cream OOH CRM & Operations Manager

Location: Kingston

Work-Level: 2A

JOB PURPOSE:

We are seeking a dynamic and results-driven OOH CRM and Operations Lead to deliver and drive our OOH CD operations. You will oversee the development, implementation, and optimization of our Customer Relationship Management (CRM) strategy. In this role, you will be responsible for managing the CRM system to enhance customer engagement, streamline sales and marketing processes, and drive business growth. You will collaborate closely with cross-functional teams to ensure seamless CRM integration across the organization and deliver actionable insights to improve customer relationships. You will also be responsible for supporting on any new requirements and capabilities as part of the transition to the new IC organisation. 

Our sales teams play a vital role in driving sales, building relationships with customers, ensuring high visibility, availability and perfect store compliance. To enable our teams to succeed they require best in class CRM capabilities and to take a data driven approach when it comes to the execution of activities.  

CRM is key in driving customer relationships by centralising customer data, offering a 360-degree view of customers and enabling us to make data driven decisions. It allows us to optimise our call files. target new and current outlets based on performance, work collaboratively with our distributor sales reps and improved customer satisfaction. We also strongly believe digital engagement and digitizing elements of the customer journey will lead to increased efficiencies and lower our cost to serve. 

The CRM and Operations Manager will report to the IC OOH CD Director. 

KEY RESPONSIBILITIES:

CRM Strategy Development:

• Define and implement a comprehensive CRM strategy tailored to OOH customer needs. 
• Align CRM initiatives with overall business objectives to drive revenue and customer retention. 

System Management:

• Oversee where needed the configuration, customization, and maintenance of the CRM platform. 
• Ensure the CRM system supports sales, marketing, and customer service activities. 

Data Management and Insights:

• Manage and analyse customer data to identify trends, opportunities, and actionable insights. 
• Ensure data accuracy and integrity through regular audits and maintenance. 
• Create dashboards and reports to monitor key metrics and sales activities 

Collaboration and Training:

• Work closely with sales, marketing, and customer teams to optimize CRM processes and ensure adoption. 
• Train and support team members on CRM usage and best practices. 
• Act as the point of contact for CRM-related queries and troubleshooting. 

Customer Journey Optimization:

• Develop and enhance automated workflows for lead nurturing, POS onboarding, and POS retention. 
• Segment audiences to deliver personalized campaigns based on next best action. 
• Monitor and improve customer journey touchpoints to maximize satisfaction and loyalty. 

Performance Monitoring:

• Track and report on CRM performance metrics and ROI. 
• Continuously refine strategies and processes to improve outcomes. 
• Monitor and improve conversion results of data driven campaigns and optimize. 

WHAT YOU NEED TO SUCCEED:

• Extensive Experience with Field Sales operations 
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics, or similar). 
• Strong understanding of B2B sales and marketing processes. 
• Excellent data analysis skills and familiarity with reporting tools. 
• Experience with automation tools and integration of third-party applications. 
• Exceptional communication, organizational, and problem-solving skills. 
• Proven ability to manage multiple stakeholders and drive cross-functional collaboration. 
• Proven track record within CRM and other CRM systems 
• Advanced Excel 

LEADERSHIP:  The Ice Cream Way

We are looking for bold, driven individuals who thrive in a fast-paced, dynamic environment and share our approach to growth, collaboration, and innovation. Here’s what defines success in our organization:

Focus on Growth – Embracing new challenges, seeking opportunities to innovate, and continuously looking for ways to expand and improve. Whether it’s scaling markets, evolving roles, or leading teams, we value those who see possibilities and take initiative.

Speed & Simplicity – Working efficiently, adapting quickly, and simplifying processes by leveraging technology to drive better outcomes. With ethical decision-making as the backbone to this, we drive agility and stay focused.

Winning with Fun – Collaborating, integrating seamlessly with a founder/owner mindset, keeping what’s best for the company at the heart of all that is done. We build diverse, inclusive, and winning teams that drive our business.

Bold Innovations – Experimenting with fresh ideas and innovative thinking that shape our industry, through product development, process improvements, and customer experiences. Being obsessed with the consumer, we embrace change to drive growth.

Care & Challenge – Fostering an open, transparent environment where team members can grow, share feedback openly, holding themselves and each other to high standards while maintaining a strong sense of support and camaraderie.

Expertise in our category – A deep understanding of our industry, customers, and market trends enabling us to stay ahead and turn challenges into opportunities. Curiosity, insight, and a willingness to learn and lead enables us to remain market makers.

If these qualities resonate with you, we’d love to connect and explore how you can be part of our team.