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Customer Account Manager

2 weeks ago

North Rocks, Australia Unilever Full time

**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

**Job Purpose**

To strategically manage and grow the Chemist Warehouse account with the purpose of delivering mutual value. The Account Manager plays a pivotal role in executing category plans, driving sales performance, and ensuring end-to-end alignment across all aspects of the sales continuum. Through strong commercial acumen, data-led insights, and collaborative engagement, the role supports Chemist Warehouse and Unilever in delivering customer-first solutions and achieving sustainable business outcomes. This role is a permanent, full-time opportunity based in Sydney and comes with hybrid working arrangements.

We’re seeking a dynamic and commercially driven professional with a passion for building powerful strategic partnerships with the leading Australian pharmacy retailer spanning multiple categories and numerous household-name brands. This role is pivotal within the national sales team and holds full commercial responsibility for delivering gross and net sales, retail growth, and market share performance across a broad portfolio of iconic brands.

Representing multiple categories across personal care, skincare, hair care, functional hydration and more, you’ll lead the Joint Business Plan and strategic partnership with the retailer.

**Key Responsibilities**:

- Lead and grow our strategic partnerships with Chemist Warehouse, with the consumer at the centre, collaborating both internally (Category, Marketing, Supply Chain) and externally (Category Managers, Promotions Managers, Digital, Supply Chain).
- Build on the recent successes in leveraging the global portfolio to continue to expand the categories and brands available in the retailer and further strengthen the strategic partnership.
- Unlock and deliver a long-term Joint Business Plan (JBP) centred around driving category growth and anchored to both businesses strategic synergies.
- Input into the development and implementation of long-term strategies to meet future customer requirements.
- Lead range reviews working in collaboration with the Category and Marketing Teams.
- Management of the internal Sales and Operations Process (S&OP) for your customer set (Volume, Net Sales, Trade Spend).
- Achievement of Sales targets within Trade Spend framework.
- Analysing and Reporting on Chemist Warehouse account performance.

**What You Will Need to Succeed**

**Experiences & Qualifications**
- 3+ years of customer management and relationship building experience, preferably cross-functional within FMCG, Consumer Healthcare, Beauty or lifestyle-related categories.
- Degree in Business, Accounting, or a related field.
- A strong grasp of category and promotional planning with proven ability to lead Joint Business Plans, and a collaborative mindset that energises both internal and external stakeholders.
- Superior interpersonal & communication skills with a customer service mindset.
- Superior interpersonal & communication skills with a customer service mindset.

**Skills**
- Collaborates with CSP team on **category growth management**, acting as a ‘sounding board’ as they develop a deep objective knowledge of the customers strategy and needs.
- Demonstrated **commercial strategy** through analysing customer JBP looking for improvements, and budgeting appropriately so delivered within spend guardrails.
- Deeply understands their customer and uses that knowledge to build strong **customer relationships** that align key Unilever and customer stakeholders.
- Is **data literate**, able to **analyse** data to make better decisions and identify new trends that impact the customer, category and Unilever.
- Understands how to **execute with excellence** with the customer, whether it’s through knowledge of supply chain expectations or deploying activities in-store.
- Proficient in **negotiating** complex agreements and resolving conflicts among multiple stakeholders (internally and externally).
- Knows how to use the right questions to understand the customer’s cha