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Employer: Unilever
Location: Kingston Upon Thames, England, United Kingdom
Salary: Competitive
Closing date: 26 Apr 2025
Sector: Customer Services, Retail and Wholesale
Contract Type: Permanent
Hours: Full Time
Job Title: Ice Cream Customer Collaboration Specialist IH Value Channel
ABOUT ICE CREAM: Life Tastes Better with Ice Cream
As ice cream makers, we are serious about happiness. With warm hearts, we create the coolest products, and we supply them to our consumers. As the largest ice cream company in the world, we have over 100 years of experience in delivering smiles. We are investing to unlock the full growth potential of Ice Cream as a standalone entity, which is planned to happen by November 2025. Committed to innovation, quality, and sustainability, we have 35 brands, including 3 one billion Euro brands (Magnum, Wall's, Ben & Jerry's), generating annual revenue of over $8 billion.
The UKI is one of the biggest ice-cream markets in Europe, delivering nearly £500m turnover across Retail, Out-of-Home, and D-COMM channels. This role is an exciting opportunity to join the UKI SCLT leadership team and lead the In-Home Customer Services team.
JOB PURPOSE
The Customer Collaboration Specialist IH Value Channel is the supply chain face of Unilever Ice Cream 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 responsible for working with our customers on forecasting & events to improve Unilever's customer relationships through delivery of brilliant service levels, OSA & Forecast Accuracy.
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 to positively influence the forecast accuracy & bias of promotional volumes.
* Owns the volume phasing of promotions, using data and insights to improve forecast accuracy and bias.
* 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 to facilitate effective execution by O2D teams.
Projects, Innovation & Capabilities
* Leads small scale customer projects that help Unilever stand out vs other suppliers.
* Collaborate with customer to ensure correct set up of NPD, including master data, phasing, and first-order management.
Continuous Improvement & Problem Solving
* Review compliance with logistics trade terms and identify opportunities to improve with customers.
* Identify savings opportunities and work with internal and external stakeholders on planning and execution.
External Communications & Relations
* Act as the supply chain face of Unilever to our customers.
* Lead communication to customer on service performance & incidents.
* Expected to visit customer offices and sites frequently to develop face-to-face relationships.
Line Management & Coaching
* Training & coaching for new CCS starters may be an expectation of this role.
ALL ABOUT YOU
Minimum Requirements
* A customer-focused mindset, seeking to exceed expectations.
* 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.
* Strong problem-solving skills.
* The ability to stay calm & focused in fast-paced situations.
* A proactive mindset.
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.
KEY INTERACTIONS
* Customer - Commercial & Supply contacts
* CD - Customer Account Managers & Customer Business Managers
* Customer Experience - Customer Execution Specialists
* Planning - Demand and Supply Planning Teams
NOTES
About Unilever
Unilever is one of the world's leading suppliers of Food, Home and Personal Care products with sales in over 190 countries. Our purpose is 'to make sustainable living commonplace'.
What We Offer
We offer a competitive salary and pension scheme, an annual bonus, and a flexible working environment.
Diversity at Unilever is about inclusion and creating possibilities for all.
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