Customer Operations Project Lead

Function: Customer Operations

Scope: National

Location: Bosques

Terms & Conditions: Full-time – Hybrid (onsite in the office three days per week). No national or international relocation bonus applies. 

 Fluency in spoken and written English is required for global communication

MAIN RESPONSABILITIES:
• Ensure Promo Planning input deadlines with the CD team as per S&OP calendar
• Ensures Promo forecast is accurate (managed by in house customer planners or Hub customer planners)
• Ensures accurate FEU baseline information
• Ensures Promo forecast is aligned to total forecast with Planning team
• Collates total discretionary TTS forecast and submits to finance as part of S&OP cash up
• Ensures accrual capture in month in line with controls (Proof of Agreement + Approval as per SOA + prior to promo start date)
• Works with Claims teams to ensure speedy validation of Promo Claims against Accruals
• Manages prior periods reconciliation once claims are cleared (writeback and top ups) to prevent these being used by CD to manipulate in month performance
• Drive promotional learnings from TPA with the CBD team to improve future ROI on TTS deployed
• Provide visibility of bottom up TPM vs CSP budgets to allow CBDs to proactively make trade offs to adhere to budgets

Key Stakeholders:

• CO team – ensures the right performance of E2E tools
• CBD team – ensuring TPM/TPA is giving useful insights to the team
• CSP team – ensure that TPA learnings are incorporated into NRM L4 strategy to drive correct SPI by channel
• Finance – ensure TTS forecast is included accurately into S&OP cash up; ensure TTS TU and WBs are executed objectively
• Planning – ensure promo volume is integrated into total forecast

REQUIRED QUALIFICATIONS:

• 4+ years of experience in roles related to commercial execution or data‑driven decision‑making within commercial areas, including:CSP/CB roles or positions managing Trade Promotional Spend, Data analytics projects applied to commercial or customer-facing functions

• Experience in Customer Development, Customer Experience, Trade Marketing, or roles with direct customer interaction

• Experience in commercial IT projects (tool implementations, data management, or commercial systems support)

Advanced English (for global communication).

Technical Skills

• TTS fundamentals: buckets, contractual vs discretionary spend.

• OPSO: understanding of ROI measurement for promotions.

• Claims: intake, registration, validation, and impact on accruals/CWA.

• S&OP: understanding of baseline vs promo build-up within total forecast and TTS cash‑up role.

• Strong analytical mindset and ability to work with TPM/TPA tools and data-driven insights.

ADDITIONAL INFORMATION

• WL 1D targeted; WL 1C candidates may be considered with strong functional background.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.