Customer Support Manager

AboutUnilever

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. 

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

Main Responsibilities

Customer Strategy and Business Plan

• Develops the customer strategic business plan for his/her respective category and customers.  
• Work out a joint customer business plan for his/her respective category and customers.
• Works in close collaboration with the Category and Channel Team for the category and channel input, and with customer marketing teams for the specific channel plan. 
• Develops optimal integrated promo plan (incl. selling the plan to the customer) and manage promo investments.  
• Manages customer promotion investment with the customer within budget 
• Seeking opportunity to Win at point of sales; Net new items/Share of basket, Distribution, Availability, Merchandising Opportunity 
• Deliver OTIF for innovation and theme. 
• Plan vol. forecast and CPP budget as monthly basis. 
• Provide clear objectives and deliverables for the Customer supervisor / pre-order team.
• Deliver the agreed plan, follow-up achievement of counterparts set in the agreement.  
• Consistent monthly and quarterly business reviews of Joint Business Plannings/Trade Term with customers. 
• Data churning and analysis to provide accurate business requirements for business review presentations to customers.  

Negotiation

• Closes the deal with the Customer by negotiating the trade terms, trade funding, and counterparts according to the Unilever strategy on his/her category. 
• Manages overall levels of Customer Investments for his category. 
• Monitors Customer Performance by tracking customer contribution and market share. 
• Plays active ambassador role 
• Acts as active ambassador of Unilever at the customer and of the customer at Unilever. 
• Participates actively to the account managers’ meetings, looking at the best solution for the business.

Candidate Criteria

Experience & Qualification

• Bachelor’s or master’s degree in business administration, marketing or related field.
• Overall, Sales & Marketing experience with customer facing role at least 3 years. 
• Experienced in FMCG industry is preferred.
• Strong track record of success with prior experience in Key Account Management/Modern Trade/Channel Development.
• Skilled in developing and implementing customer/channel investment strategy.
• Experience in Marketing, Trade Marketing is desirable.

Leadership

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.
• As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.
• Critical SOL (Standards of Leadership) Behaviors
  • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner’s mindset, using data and insight to make decisions.
  • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.
  • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.
  • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside Unilever.
  • AGILITY: Explores the world around them, continually learning and developing their skills.

Get to know our people, our culture, and your future at Unilever. Start here ยูนิลีเวอร์ประเทศไทย | Unilever