Customer Manager

**Who we are**

On any given day, 2.5 billion people globally use Unilever products to feel good, look good and get more out of life. Many of our brands are well-known, household staples and old-time favourites including Dove, Rexona, Lynx, Vaseline, OMO/Persil, Surf, TRESemmé, Continental, Ben & Jerry’s and Streets.

We have a long tradition of being a progressive, responsible business. It goes back to the days of our founder William Lever, who launched the world’s first purposeful brand, Sunlight Soap more than 100 years ago, and it’s at the heart of how we run our company today. In 2022 Unilever Australia & New Zealand became a Certified B Corporation (B Corp), joining a growing network of organisations committed to galvanising a stronger, more inclusive, equitable and regenerative economy for all.

A job at Unilever is a career made by you, with development opportunities, benefits and a working culture that embraces diversity and is pioneering flexibility. There’s no better time to join our team

At Unilever ANZ, we have also embarked on something special: we are proud to be undertaking a 4 Day work week trial. This trial will see our staff retain 100 percent of their salaries, while working 80 percent of the time and delivering 100 percent of business outcomes. The **Customer Manager ELITE** role is designed to be fully functional in the 4-Day work week trial.

**Job Summary**

The **Customer** **Manager ELITE, **Ice Cream primary responsibility is to grow the Ice Cream category at Customers & Sites within the Entertainment, Leisure, Education, Institutions, and Travel Channel. **This will involve managing and maintaining positive relationships, and business contracts of existing Sites/Customers with customers.** **The role will be responsible for acquiring and maintaining New Business.**

**Role Responsibilities**

**Customer Relationship Management for category Business Growth**
- Manage the overall Relationship between Ice Cream (Streets) and Customer by landing, maintaining and negotiating Long Term Contracts
- Drive Ice Cream Category Market Share growth ahead of competitors in
- Be Accountable for Forecasting, Delivery of Sales Target (Gross Sales Value, Turnover, Gross Profit)
- Ability to manage, accrue, and utilize Trade Investments & Selling Right values to grow Category in Customer/Sites
- Develop strong relationships with both internal (e.g. Category Manager, Shopper Insights Managers, Marketing) & their external customers (e.g. Category Managers, Trading Managers, Category Directors Buyers, Supply contacts, Marketing contacts).
- Manage New Product Management and Execution with Customer (Speed to Market)

**Brand Availability & Order Management**
- Drive Distribution & OSA by coordinating with Distribution, Supply Chain and Category partners to ensure order processing, shipment and delivery based on agreed DIFOT & Planograms (POG)
- Monitor inventory levels and work closely with customers to forecast demand and optimize order quantities.
- Proactively communicate any potential delays or changes in order status to customers, providing alternative solutions when necessary.

**Brand Visibility & Execution**
- Developing and owning Site activation in ELITE Accounts (with Field Sales Team partners)
- Developing Tactical & Promotional Activation based on the Contractual agreements in ELITE accounts.
- Learn, Develop, and manage Promotional Plans using the Internal tools
- Day to day administration and evaluation of product portfolio e.g. Promotional Evaluation, Distribution, Forecast changes etc.
- Developing, agreeing, and landing tactical Gap Filling Sales initiatives where appropriate

**Customer Service System**
- Work with Customer Service Team to ensure customer service levels are adhered to & resolution of issues are managed timely and efficiently.
- Proactively seek feedback from customers to ensure satisfaction and identify areas for improvement.
- Ability to manage payment terms discussions with customers for cash management

**Does this sound like You**
- 2+ Years in FMCG Account Management.
- Bachelor's degree in business administration, marketing, or a related field.
- Proven experience in customer management, account management, or a similar customer-facing role, preferably within the food or consumer goods industry.
- Excellent communication and interpersonal skills to effectively interact with customers and internal teams.
- Strong problem-solving abilities and the capacity to handle challenging customer situations with professionalism and empathy.
- Detail-oriented and well-organized, with the ability to manage multiple customer accounts and prioritize tasks effectively.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Knowledge of the ice cream industry, including market trends, consumer preferences, and competitive landscape, is a plus.
- Flexibility to travel occasionally for customer meetings and industry events

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