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1880 Commercial Customer Experience Specialist, Kingston upon Thames
Client: Manpower
Location: Kingston upon Thames, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference:
Job Views:
8
Posted:
22.06.2025
Expiry Date:
06.08.2025
Job Description:
We are 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, and become an integral part of their fast-paced FMCG environment.
The position is based in Kingston upon Thames, Surrey. This is a full-time temporary role to run for 6 months, requiring 36.25 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £38,000 per annum, pro rata, depending upon experience.
The role currently offers a mix of remote and onsite working, subject to adjustment based on business requirements.
JOB PURPOSE
The Rebate & Promotions CES role typically focuses on proactively managing rebates and accruals ensuring best practice is followed and rigour is applied. The role involves using your knowledge of customer and commercial processes to influence decision making on initiatives that add value to UL and enhance process efficiency. You will be responsible for governing the end-to-end process, ensuring key colleagues are aligned with processes and timelines, with a proactive focus on future improvements.
RESPONSIBILITIES / KEY DELIVERABLES
Operations & Systems
* Sign off and align with CD on rebate actions, including rebate reviews and proactive spend management, using standard guidelines on a rota basis.
* Maintain agreed rebate actions in appropriate files for communication to approval and transaction teams.
* Monitor provisions to ensure spend management processes are followed, reviewing objectives and performance metrics regularly.
* Coach claims management specialists and customer planner teams to resolve escalations on promotional or audit claims autonomously.
* Keep rebate and promotion information up to date, avoiding unnecessary work accumulation.
* Monitor key Bill to Cash metrics and influence stakeholders to ensure process governance.
Systems used may 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 with teams to manage TMI accruals for promotional and exceptional activities, including phasing, NPD, WIGIGs, and stock builds.
Continuous Improvement & Problem Solving
* Identify inefficiencies in the rebates and promotions process and manage improvement projects.
* Work with internal and external stakeholders to improve reports, processes, 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 and possibly educate CD on spend management fundamentals.
* Possibly manage staff, requiring strong communication, problem-solving, stakeholder management, and a proactive mindset.
Ideal Requirements
* Experience working with retail customers.
* Experience with SAP or similar ERP software.
* Background in customer service, finance, or commercial roles.
* Basic understanding of customer balance sheets and P&L.
* Knowledge of supply chain roles and their influence on the commercial process.
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