Customer Experience Specialist

Grove, Greater London
4 weeks ago
Create job alert

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 intent of this role is not to manage day-to-day operations, but role holders are expected to use their knowledge of customer and commercial processes to influence decision making on initiatives that add value to UL and enhance process efficiency. Role holders need to hold to account and govern the end-to-end process, ensuring that key colleagues in CD and 3PSP are working in line with agreed processes and timelines. The role should have a proactive focus, aiming to get things right for the future.

RESPONSIBILITIES / KEY DELIVERABLES

Operations & Systems

Bill to Cash

Sign off and align with CD on rebate actions, including rebate reviews and proactive spend management, using standard guidelines on a rota basis.
Ensures agreed rebate actions are maintained in appropriate files for communication to teams who approve and transact relevant rebates & releases.
By monitoring provisions, ensure that the spend management processes are being properly followed by CD colleagues, and maintain a culture of accountability by regularly reviewing objectives and performance metrics.
Where escalations on promotional or audit claims occur, coach claims management specialist and/or customer planner teams to resolve autonomously.
Ensures that information relating to rebates and promotions is fully up to date, avoiding avoidable accumulation of work where possible.
Monitor the key Bill to Cash metrics for your customer(s) and influence others / hold to account to ensure process governance is in place across all stakeholders.
Systems that a role holder would be expected to use or interpret includes but is not limited to - SAP, RTVA, PowerBI, MS Office, TPM, TPA, High Radius Claims Management, customer portals.

Projects, Innovation & Capabilities Supports relevant internal and external stakeholders on technology, process or business changes. Collaborate with CD and Customer Collaboration teams to manage TMI accruals relating to promotional and exceptional activities - including but not limited to phasing, NPD, WIGIGs and stock builds.

Continuous Improvement & Problem Solving Identify areas of inefficiency in the E2E rebates and promotions process. Optimise customer-related processes by managing improvement measures and projects in a standard way across all customers. with internal experts (SMEs). 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.

Customer Communications & Relations Understanding the commercial related needs of retail customers and be the voice of the customer internally. Represent UL in commercial operational matters, such as interactions with Customer Accounts Payable teams and supporting the promo claims rejection process where customer interaction is required. Where necessary build relationships to positively influence customer behaviour in line with UL operational & leadership expectations.

Line Management & Coaching Training & coaching for new Rebates & Promotions CES starters may be an expectation of this role. This role may be expected to coach / educate CD on spend management fundamentals. Line management could be an expectation of this role.

WHAT YOU NEED TO SUCCEED

Minimum Requirements

Strong communication and interpersonal skills, with ability to adapt style, and willing to hold other to account / call out where things are not working.
Strong problem-solving skills and an ability to think logically.
Advanced skillset in Microsoft Excel.
Strong internal and external stakeholder management.
Excellent quantitative analytical skills.
Ability to manage time effectively and to plan workload.
A proactive mindset, seeking to avoid problems before they arise.
Comfortable holding others to account and in having challenging conversations.
Curiosity to drive transformational change
A customer-focused mindset, seeking to exceed their expectations where possible.

Ideal Requirements

Experience working with retail customers.
Experience with SAP or other ERP software.
Experience working in customer service, finance or commercial roles.
A basic understanding of the customer balance sheet and P&L
An understanding of basic supply chain roles and how they can influence the commercial aspect of the E2E process

Related Jobs

View all jobs

Senior Data Analyst - Customer Experience

Lead Business Intelligence Specialist (12 Month FTC) - SAS

Senior Business Intelligence Engineer EU Hardlines CX IDQ Marketing

Salesforce Administrator

Data Insight Analyst - SQL

Commercial Controller Business Process

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Contract vs Permanent Data Science Jobs: Which Pays Better in 2025?

Data science sits at the intersection of statistics, machine learning, and domain expertise, driving crucial business decisions in almost every sector. As UK organisations leverage AI for predictive analytics, customer insights, and automation, data scientists have become some of the most in-demand professionals in the tech job market. By 2025, data scientists with expertise in deep learning, natural language processing (NLP), and MLOps are commanding top-tier compensation packages. However, deciding whether to become a day‑rate contractor, a fixed-term contract (FTC) employee, or a permanent member of an organisation can be challenging. Each path offers a unique blend of earning potential, career progression, and work–life balance. This guide will walk you through the UK data science job market in 2025, examine the differences between these three employment models, present sample take‑home pay scenarios, and offer strategic considerations to help you determine the best fit for your career.

Data Science Jobs for Non‑Technical Professionals: Where Do You Fit In?

Beyond Jupyter Notebooks Ask most people what a data‑science career looks like and they’ll picture Python wizards optimising XGBoost hyper‑parameters. The truth? Britain’s data‑driven firms need storytellers, strategists, ethicists and project leaders every bit as much as they need statisticians. The Open Data Institute’s UK Data Skills Gap 2024 places demand for non‑technical data talent at 42 % of all data‑science vacancies—roles focused on turning model outputs into business value and trustworthy decisions. This guide highlights the fastest‑growing non‑coding roles, the transferable skills many professionals already have, and a 90‑day action plan to land a data‑science job—no pandas required.

McKinsey & Company Data‑Science Jobs in 2025: Your Complete UK Guide to Turning Data into Impact

When CEOs need to unlock billion‑pound efficiencies or launch AI‑first products, they often call McKinsey & Company. What many graduates don’t realise is that behind every famous strategy deck sits a global network of data scientists, engineers and AI practitioners—unified under QuantumBlack, AI by McKinsey. From optimising Formula One pit stops to reducing NHS wait times, McKinsey’s analytics teams turn messy data into operational gold. With the launch of the McKinsey AI Studio in late 2024 and sustained demand for GenAI strategy, the firm is growing its UK analytics headcount faster than ever. The McKinsey careers portal lists 350+ open analytics roles worldwide, over 120 in the UK, spanning data science, machine‑learning engineering, data engineering, product management and AI consulting. Whether you love Python notebooks, Airflow DAGs, or white‑boarding an LLM governance roadmap for a FTSE 100 board, this guide details how to land a McKinsey data‑science job in 2025.