Customer Collaboration Specialist

Job Title

Customer Collaboration Specialist

Kingston / Leeds

Customer Operations

Customer Experience

1C

Customer Service Manager

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.

• 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

• 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.

• 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.

• Leads small scale customer projects that help Unilever stand out vs other suppliers (known 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.

• 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.

• 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…