Elevating Customer Service Excellence at Unilever
Consumer Goods (FMCG) • Europe, Asia, Global Rollout Planned
Challenge
Following the implementation of a new global Supply Chain organisation, Unilever recognised the need to elevate its customer service capabilities to match its renewed operational ambitions. The vision: to take thousands of Customer Service professionals on a learning journey toward Customer Service Excellence.
The programme would need to be:
- Global in scale
- Tailored to Unilever's internal language and culture
- Delivered in local languages
- Supported by deep supply chain insight and world-class facilitation
Finding a partner with the right skills, capacity, and cultural fit was critical to success.
Solution
Initially referred by Unilever's Supply Chain Academy, Grange was brought in to co-design and deliver the Customer Service Skills Programme (CSSP) - a large-scale training initiative targeting ~2,000 people worldwide.
Grange's collaborative approach included:
- A high-impact pilot programme in Barcelona to test and refine the concept
- Full programme localisation across multiple regions and languages
- Integration of Unilever's unique terminology and frameworks
- Hands-on workshops focused on practical tools, behaviours, and team development
The close working relationship developed between Grange and Unilever created trust and alignment - accelerating delivery and increasing engagement at all levels.
Impact
The programme has had a major impact on mindset and team culture within Unilever's Customer Service community. Tangible business outcomes were seen in two of the organisation's most critical service KPIs:
Improved On Shelf Availability performance
Improved Customer Case Fill On Time delivery
Customer Service professionals trained in Europe
Asia rollout in progress with confirmed value generation
The investment has been confirmed as value-generating - and this is only the beginning of the journey.
A Scalable, Human-Centered Partnership
Grange's delivery has been distinguished by:
- A sense of shared understanding and cultural fluency
- Trainers who felt like a natural extension of the Unilever team
- The ability to balance structure with flexibility, adjusting to local needs
- A "pilot-first" approach that de-risked global rollout and created early advocacy
Grange's strength lies not just in delivery quality, but in the way they co-create and embed programmes that feel genuinely owned by the business.
Customer Quote
"It wasn't love at first sight - but two years later, I have no regrets. Grange has become a trusted provider for our global Customer Service Skills Programme. Their trainers quickly became fluent in our ways of working, and their pilot-first approach in Barcelona gave us the confidence to roll out across Europe and beyond."
"The impact on our customer service mindset, teams, and KPIs has been clear - and we're just getting started."- Pierre Mille, Vice President Supply Chain, Unilever
Project Overview
Customer
Unilever
Sector
Consumer Goods (FMCG)
Regions Covered
Europe, Asia, Global Rollout Planned
Focus Area
Customer Service Skills Programme (CSSP)
Key Results
Improved OSA performance
Enhanced CCFOT delivery
500+ professionals trained