Customer Collaboration Specialist

Job Title: Customer Collaboration Specialist
Job Location: Kingston / Leeds
Function: Customer Operations
Sub-Function: Customer Experience
Work Level: 1C
Reports to: Customer Service Manager

JOB PURPOSE
The Customer Collaboration Specialist is the supply chain face of Unilever to our customers. The ultimate goal of the role is to make Unilever the preferred supplier that our customers want to work with. Role holders are primarily responsible for working with our customers on forecasting & events to improve Unilever’s customer relationships through delivery of brilliant service levels, OSA & Forecast Accuracy. This role is geared towards focussing on the future, including planning of the mid-term promotion and events horizon (30 to 90 days) and range change planning (up to 12 months out), with some intervention in the immediate term where needed. Role holders are expected to use their knowledge of customer and Unilever supply chains to influence decision making on initiatives that add value to Unilever and the customers.

RESPONSIBILITIES
Key Metrics
Fulfilment Rate – Dispatch Rate %, CCF / Customer Measure of Service, OSA/OLA
Customer Service - AGS
Forecast Bias – 4w FB, 1w FB
Forecast Accuracy – 4w FA, 1w FA
Innovation OTIF
Cost-to-serve savings delivered
Customer Trade Terms compliance to LET grid

Operations & Systems
Forecasting
• Provide customer-specific insights & recommendations based on analysis & collaborative discussions (such as 30-60-90 forums) to positively influence the forecast accuracy & bias of promotional volumes within Unilever and with customers.
• Owns the volume phasing of promotions, using data and insights to improve forecast accuracy and bias.
• Owns inputs to short-term amendments to the forecast and is expected to align with relevant stakeholders on ability to fulfil.
• Support in review of customer-specific baseline forecast, providing insights & recommendations to CAM, Demand Planning & customers.

Order to Deliver
• Provide information & input to customer execution teams to inform short-term decision-making process.
• Management & planning of exceptional events (such as shippers, gifting, WIGIGs, range reviews, etc) to facilitate effective execution by O2D teams.

Systems that a role holder would be expected to use or interpret includes but is not limited to – SAP, RTVA, PowerBI, MS Office, TPM, TPA, customer portals.

Projects, Innovation & Capabilities
• Leads small scale customer projects that help Unilever stand out vs other suppliers (knows as “podium plays” – i.e. they put Unilever on the podium. E.g helping a customer to test and launch a new system).
• Work with the Customer Innovation Leaders on larger scale customer projects to land with the customer in a joined up way.
• Collaborate with customer to ensure correct set up of NPD, including master data, phasing, and first-order management.
• Supports relevant internal and external stakeholders on technology, process or business changes.
• Provides guidance and support to CD and other stakeholders on the feasibility and execution of initiatives.

Continuous Improvement & Problem Solving
• Review compliance with logistics trade terms and identify opportunities to improve with customers. This includes analysis of order patterns, load fill, volumes, full pallets, order amendments, etc.
• Analysis of service / OSA losses to determine key trends & chronic problems, working with stakeholders to improve availability.
• Identify savings opportunities and work with internal and external stakeholders on planning and execution.
• Analysis of AGS results to create & execute of plans for future improvements with customers alongside other stakeholders.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.

External Communications & Relations
• Act as the supply chain face of Unilever to our customers.
• Understanding the needs of retail customers, be the voice of the customer internally and develop relationships with key customer contacts.
• Lead communication to customer on service performance & incidents, proactive sharing of potential supply risks and associated mitigations.
• Expected to visit customer offices and sites on a frequent basis (up to once per week) to develop face-to-face relationships and improved understanding of their issues and opportunities.
• Build relationships to positively influence customer behaviour in line with Unilever’s operational & leadership expectations.

Line Management & Coaching
• Training & coaching for new CCS starters may be an expectation of this role.
• This role may be expected to coach / educate CAMs on forecasting & supply chain fundamentals.

ALL ABOUT YOU
Minimum Requirements
• A customer-focused mindset, seeking to exceed their expectations where possible.
• Willing and able to travel to meet customers.
• Strong internal and external stakeholder management.
• Excellent quantitative analytical skills.
• Proficiency in English & Maths.
• Strong communication and interpersonal skills, with ability to adapt style to influence stakeholders.
• Strong problem-solving skills and an ability to think logically.
• The ability to stay calm & focused in fast-paced, high-pressure situations.
• Ability to manage time effectively, well organised, planning workload and being able to focus on future promotions and events rather than get distracted with the issues of today.
• A proactive mindset, seeking to avoid problems before they arise.
• Comfortable holding others to account and in having challenging conversations.

Ideal Requirements
• Advanced skillset in Microsoft Excel.
• Experience working with retail customers.
• Experience with SAP or other ERP software.
• Experience working in logistics, planning or commercial roles.
• An understanding of basic financial / commercial measures and how supply chain roles can influence them.
• A solid grasp of supply chain fundamentals.

KEY INTERACTIONS
• Customer – Commercial & Supply contacts
• CD - Customer Account Managers & Customer Business Managers
• Customer Experience - Customer Execution Specialists, OFCLs
• Planning - Demand and Supply Planning Teams
• Customer Planners & Customer Experience Analysts
• Subject Matter Experts
• Logistics
• Pricing Teams

NOTES

Location

In September 2020, Unilever announced the intention to build a new sustainable campus site in Kingston, London to house the employees who currently work in 100 Victoria Embankment in Blackfriars, Lever House in Kingston, Unilever House in Leatherhead and Graze in Richmond. We are creating our own Unilever sustainable, agile work environment, purposefully bringing us together in our own Unilever ecosystem. The campus is due to be completed in early 2025 and will consist of two interconnected buildings, as well as landscaped surrounding areas.

What We Offer

Not only do we offer a competitive salary and pension scheme, we also offer an annual bonus, free gym, a discounted staff shop and shares. You’ll have the opportunity to work directly with our renowned and exciting brands in a flexible and hybrid working environment.

Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We are a key advocate of wellbeing and offer a variety of support for our people including hubs, programmes and development opportunities. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.

Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, click here: Equity, Diversity & Inclusion

Recruitment Fraud

Cyber criminals advertise fake job adverts with prestigious employers as a way of stealing information or even defrauding individuals out of money. In the most sophisticated cases, they will set up fake websites, which have a similar address to companies like Unilever. They even conduct fake telephone interviews and then offer candidates a role with the proviso they pay a fee for background checks or to cover work visa costs. These types of attacks are becoming more common as more people are looking for employment in the economic climate.

How is Unilever tackling this?

Many of Unilever’s recruitment sites publish a warning to candidates about recruitment fraud. The Cyber Security team also proactively scan for signs of people setting up fake Unilever sites and act to close them down.

What can I do?

If you become aware of potential recruitment fraud, spot fake Unilever recruitment adverts or fake LinkedIn profiles, report them via Una Live Chat.

Unilever does not accept responsibility or liability for any candidates who are financially impacted by recruitment fraud. Your vigilance is key!