JUAN CARLOS PARADA
TECHNOLOGY
beginning to influence real-world changes within the physical supply and demand ecosystem .
“ We ’ re on an exciting journey to digitise and optimise Unilever ’ s complete end-to-end value chain ,” explains Juan Carlos Parada , Global Head of Customer Operations at Unilever .
“ Now , four years into our transformation , our value chain , business process , organisation and tech stack span from demand creation , planning and fulfilment through to customer service and claims . Combined with our ecosystem of retail customers , software solutions providers and business process service partners , we are reinventing end-to-end planning and execution .
“ I believe we ’ ve built the cornerstone of an operations metaverse where , by centralising and digitising key end-to -end business processes , we ’ re enabling analyses , choices and decisions made in the virtual world to drive change to the physical supply and demand ecosystem in the real world – on a global scale and at a much greater speed .”
Delivering business value The results of Unilever ’ s digital transformation have been significant . Its new customer operations function , responsible for digitising the customer -facing value chain , is on track to deliver significant value for the business through turnover increase , cost savings and cash generation by 2026 .
These results have been powered by the realisation of a new operating model , now implemented in markets that cover more
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“ We ’ re on an exciting journey to digitise and optimise Unilever ’ s complete end-to -end value chain ”
JUAN CARLOS PARADA , GLOBAL HEAD OF CUSTOMER OPERATIONS , UNILEVER
JUAN CARLOS PARADA
TITLE : GLOBAL HEAD OF CUSTOMER OPERATIONS
COMPANY : UNILEVER INDUSTRY : FMCG
Juan Carlos Parada is a supply chain management professional with extensive experience in manufacturing , planning , procurement , customer management , logistics and AI .
144 February 2025