Customer Account Manager in Kingston upon Thames

We are currently seeking an interim Customer Account Manager 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 until end November 2026, requiring 36.25 hours per week, Monday to Friday. Compensation for this role is competitive, paying up to £50,000 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

In a landscape shaped by economic pressures, rising consumer expectations and tighter regulation, the future of Consumer Packaged Goods (CPG) within e-Commerce is about differentiation through responsible and relevant innovation fit for online shopping, data-driven customer experiences and a flexible channel strategy. Today consumers subscribe for 'convenience' with products delivered straight to their home; the rise of disruptive start-ups offering these services is altering the business landscape and broadening the range of competitors we and our retailers must compete with to serve consumers. The development of new digital capabilities and skills in order to stay competitive in this space is business critical for Unilever to continue to 'win and lead'. eCommerce is a major growth and equity driver for Unilever.

Main Responsibilities

• Managing and being responsible for Homecare and Grocery / Fresh categories and leading a team of 3 Account Executives / Apprentice.
• Build strong and sustainable customer relationships with Amazon.
• Negotiate effectively with Amazon, e.g. AVN negotiations, trade terms, funding etc according to the UL strategy for your assigned categories.
• Manage the relationship aspects of key customer 'events', e.g. launching of new products, cost price changes, breaches of trade terms etc.
• Develop and deliver the customer strategic business plan for your category, and the joint business plan, working closely with CSP, Category and Brand Managers as well as the Media team.
• Develop and deliver an optimal promotional plan for the year (including selling the plan with the customer).
• Manage promotional and non-promotional investments with the customer and ensure all agreements are properly documented and stored.
• Work closely with Customer Account Executives (CAE) and Apprentice to ensure administrative aspects of promotions are completed and actioned.
• Manage the customer P&L for relevant categories and the overall level of customer investment.
• Manage in-month operational performance vs forecast, working closely with CSP, Demand Planners and Supply Chain.
• Manage account financials elements following UL designated processes accurately and efficiently.
• Responsible for MBR and QBR (internally and externally) with the support of CAEs.
• Delivery of all KPIs for specific categories.

Please note: The responsibilities outlined above are not exhaustive and may evolve in response to business needs. The successful candidate should be adaptable and comfortable working in a dynamic environment where priorities can shift.

Experiences & Qualifications

• Amazon Vendor Experience necessary.
• Customer management & selling essentials - ideally previous experience of performing a CAM role.
• Prior commercial experience and exposure to P&L.
• Proven history of working within a team environment.
• Prior experience of leading and developing direct reports required.
• Relevant Account Management experience.
• Strong Communication skills.
• Experience of leveraging big customer relationships.
• Proactive and curious mindset.
• Stakeholder management.
• Strong negotiation skills.
• Microsoft Office - Excel proficient.

All About You

• You love to win and have fun doing it.
• You have a positive mindset and are constantly curious and share along the way.
• You are comfortable with the uncomfortable: charting new grounds, navigating through complexity, and testing and learning as you go, whilst always striving to do things better.
• You possess strong negotiation skills and the ability to influence.
• You have sharp financial acumen to own a P&L, deliver monthly and annual business targets as well as judgement and insight to assess and build new business models.
• Build strong internal and external relationships and are comfortable working in a collaborative environment.
• Possess great analytical skills with proficiency in Microsoft, especially Excel, alongside the ability to share insights and learnings across the Amazon team, bringing others on the journey with you.