Customer Collaboration Specialist

Customer Experience Specialist page is loaded

Customer Experience Specialist

Apply locations Kingston Head Office Full time Posted 6 Days Ago End Date: August 1, 2025 (7 days left to apply) Job Requisition ID: R-43477

Please Note: The deadline for applying is 23.59 the day before the job posting end date.

Job Title: Customer Collaboration Specialist Location: Kingston Head Office Work Level: 1C Job Purpose

The Customer Collaboration Specialist is the supply chain face of Unilever to our customers. The role aims to make Unilever the preferred supplier by working on forecasting, events, and improving customer relationships through excellent service levels, OSA, and forecast accuracy. The role focuses on mid-term planning (30-90 days) and range change planning (up to 12 months), using supply chain knowledge to influence decisions that add value to both Unilever and our 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
• Customer Trade Terms compliance

Operations & Systems Forecasting

• Provide customer-specific insights and recommendations based on analysis and collaborative discussions to improve forecast accuracy and bias.
• Manage volume phasing of promotions to enhance forecast accuracy.
• Contribute to short-term forecast amendments, aligning with stakeholders.
• Review customer baseline forecasts, offering insights to relevant teams.

Order to Deliver

• Inform customer execution teams for short-term decisions.
• Plan and manage exceptional events (shippers, gifting, etc.) to support effective execution.

Tools used include SAP, RTVA, PowerBI, MS Office, TPM, TPA, and customer portals.

Projects & Innovation

• Lead small customer projects to differentiate Unilever (e.g., new system launches).
• Collaborate on larger customer projects with Customer Innovation Leaders.
• Assist in setting up NPD, including master data and first-order management.
• Support stakeholders on technology and process changes.

Continuous Improvement & Problem Solving

• Review logistics trade term compliance and identify improvements.
• Analyze service and OSA losses to identify trends and issues.
• Identify and execute savings opportunities.
• Analyze AGS results and plan improvements.
• Collaborate to improve reports, processes, and workflows.

External Relations

• Serve as the supply chain representative to customers.
• Develop relationships with key customer contacts.
• Communicate service performance and risks proactively.
• Visit customer sites regularly to strengthen relationships.

Line Management & Coaching

• Train and coach new CCS starters.
• Mentor CAMs on forecasting and supply chain fundamentals.

About You

Minimum Requirements

• Customer-focused mindset with a drive to exceed expectations.
• Willingness to travel to meet customers.
• Strong stakeholder management skills.
• Excellent analytical skills.
• Proficiency in English & Maths.
• Effective communication and interpersonal skills.
• Strong problem-solving and logical thinking abilities.
• Ability to remain calm under pressure.
• Good time management and organizational skills.
• Proactive approach to prevent issues.
• Comfortable with accountability and challenging conversations.

Preferred Qualifications

• Advanced Excel skills.
• Experience with retail customers.
• Familiarity with SAP or ERP systems.
• Background in logistics, planning, or commercial roles.
• Understanding of financial and commercial metrics.
• Solid knowledge of supply chain fundamentals.

Key Interactions

• Customer contacts - Commercial & Supply teams
• Customer Account Managers & Business Managers
• Customer Experience team
• Planning teams
• Subject Matter Experts
• Logistics and Pricing teams

Notes

Please apply via this portal; email applications may not be processed. Include your Future Fit Plan if possible.

By applying, you confirm your line manager is aware of your application and that you are at an appropriate career stage for this move.

For additional info or adjustments, contact Talent Partner Tobi Taiwo at .

What We Offer

We offer flexible working options and promote an inclusive, family-friendly workplace. We value diversity and are committed to fair consideration of all applicants. We provide reasonable adjustments during the application process. Learn more about our initiatives and Employee Resource Groups on our website.

Location

Unilever is consolidating offices into Kingston-upon-Thames, but due to recent proposals, your role may be based at 100 Victoria Embankment until 2027 or in Kingston from early 2025, depending on consultation outcomes. You will be notified of your official location after the consultation concludes.

Relocation to the UK

If applying from outside the UK and successful, your transfer will be self-funded with potential expense reimbursement up to £5,000. Contact your Talent Partner for details.

About Us

Unilever is a global leader in consumer goods, with over 400 brands used daily by over two billion people. We are committed to sustainability, diversity, and inclusion. Join us to make a difference and grow your career with a company that values ambition, learning, and leadership.