Commercial Customer Experience Specialist

Unilever; Kingston upon Thames; Hybrid; GBP 32,000 - 38,000; Full time

Job summary

A leading global FMCG company seeks an interim Commercial Customer Experience Specialist for a 6-month role in Kingston upon Thames. This position focuses on managing rebates and promoting process efficiencies while requiring strong communication and analytical skills.

Benefits

Free parking for contractors

Discounted products at Unilever Staff Shop

Canteen facilities

Gym access

Qualifications

• Strong communication and interpersonal skills.
• Advanced Microsoft Excel skills.
• Experience with retail customers.

Responsibilities

• Manage rebates and accruals while improving process efficiency.
• Coach teams to resolve escalations on claims.
• Build relationships to positively influence customer behavior.

Skills

Communication

Problem-solving

Stakeholder management

Time management

Quantitative analysis

Adaptability

Tools

SAP

Microsoft Excel

PowerBI

Job description

Manpower is currently seeking an interim Commercial Customer Experience Specialist to work with our global FMCG client Unilever, renowned for brands such as Dove, Sure, Persil, and Simple. This role offers an opportunity to become an integral part of their fast-paced FMCG environment.

The position is based in Kingston upon Thames, Surrey. It is a full-time temporary role lasting 6 months, requiring 36.25 hours per week, Monday to Friday. Compensation is competitive, up to £38,000 per annum, pro rata, depending on experience.

The role offers a mix of remote and onsite working, subject to business needs.

Job Purpose

The Rebate & Promotions CES role focuses on proactively managing rebates and accruals, ensuring best practices and rigor are followed. The role is not to manage daily operations but to use knowledge of customer and commercial processes to influence decision-making, add value to UL, and improve process efficiency. Role holders are expected to govern end-to-end processes, ensuring colleagues in CD and 3PSP work in line with agreed processes and timelines. The focus is proactive, aiming to improve future outcomes.

Responsibilities / Key Deliverables

Key Metrics

• Aged Items – Rebates, Deductions & Audit Claims
• Overdues – Promo Invoices
• Accruals – Missed & Late
• Claims Resolution Times
• Number & Impact of Escalations
• Customer Service – AGS (Ease of doing business)

Operations & Systems

Bill to Cash

• Align rebate actions with CD, including reviews and spend management, using standard guidelines.
• Maintain records of rebate actions for communication and approval.
• Monitor provisions to ensure proper spend management and accountability.
• Coach teams to resolve escalations on claims.
• Keep rebate and promotion information up to date to avoid unnecessary work.
• Monitor key metrics and influence stakeholders to ensure process governance.

Tools include SAP, RTVA, PowerBI, MS Office, TPM, TPA, High Radius Claims Management, and customer portals.

Projects, Innovation & Capabilities

• Support stakeholders on technology, process, or business changes.
• Collaborate on TMI accruals for promotional activities, NPD, WIGIGs, and stock builds.

Continuous Improvement & Problem Solving

• Identify inefficiencies and optimize processes with internal SMEs.
• Work with third parties and stakeholders to improve reports and ways of working.

Customer Communications & Relations

• Understand retail customers' needs and represent UL in operational matters.
• Build relationships to positively influence customer behavior.

Line Management & Coaching

• Train and coach new starters.
• Potentially coach CD on spend management fundamentals.
• Line management may be part of the role.

Qualifications and Skills

Minimum Requirements

• Strong communication and interpersonal skills, adaptable and assertive.
• Problem-solving and logical thinking skills.
• Advanced Microsoft Excel skills.
• Stakeholder management skills.
• Excellent quantitative analysis skills.
• Effective time management and planning.
• Proactive mindset and accountability.
• Comfortable with challenging conversations.
• Curiosity and drive for transformational change.
• Customer-focused attitude.

Ideal Requirements

• Experience with retail customers.
• Experience with SAP or other ERP systems.
• Background in customer service, finance, or commercial roles.
• Basic understanding of customer balance sheets and P&L.
• Knowledge of supply chain roles influencing the commercial process.

Kingston Working Environment

• Free parking for contractors at Kingston.
• Discounted products at Unilever Staff Shop.
• Canteen facilities.
• Gym access with subscription, including various equipment and classes.
• Shower facilities and hairdryers available.