Job Title: Rebate & Promotions CES
Business Function: Customer Operations
Location: Kingston
JOB PURPOSE
The Rebate & Promotions CESrole typically focuses onproactively 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 Unilever commercial processes to influence decision making on initiatives that add value to Unilever 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.
*This role may be structured by Channel / Customer / Business Unit.
RESPONSIBILITIES
Key Metrics
Aged Items – Rebates, Deductions & Audit Claims
Overdues–Promo Invoices
Accruals – Missed & Late
Claims Resolution Times
Number & Impact of Escalations
Customer Service – AGS (Ease of doing business)
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 aremaintained 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, processor 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 stockbuilds.
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 ofreports, 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 Unilever 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 Unilever’s 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 / educateCD on spend management fundamentals.
Line management could be an expectation of this role.
ALL ABOUT YOU
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.
KEY INTERACTIONS
Customer – Commercial contacts
CD - Customer Account Managers & Customer Business Managers
Customer Experience–Customer Collaboration Specialists
Customer Planners & Claims Management Specialists
Subject Matter Experts
Dispute & Collections Teams
What we offer
Whilst the role is advertised on a full-time basis, we would be happy to discuss possible flexible working options and what this may look like for you. We strive to achieve a family-friendly and inclusive workplace and to, above all, create possibilities for all.
Diversity at Unilever is about inclusion, embracing differences, creating possibilities and growing together for better business performance. We embrace diversity in our workforce. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity. We are also more than happy to provide reasonable adjustments during our application and interview process to enable you to be present your best self. To find out more, including about our Employee Resource Groups, please click here Equity, Diversity & Inclusion (unilever.com).
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