Customer Support Manager - Makro Home Care

About Unilever

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world.

At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

Job Purpose
The Customer Support Manager is responsible for driving sustainable and profitable growth across assigned Modern Trade customers by developing and executing customer business plans, leading commercial negotiations, and delivering category growth through superior in-market execution.

The role serves as the primary business partner to assigned customers and is accountable for achieving turnover, market share, profitability, and execution targets through strong customer relationships, joint business planning, and effective cross-functional collaboration.

Key Responsibilities
Customer Management & Business Development

• Develop and execute customer business plans aligned with company growth objectives.
• Build strong relationships with key customer decision-makers and stakeholders.
• Lead annual negotiations and commercial discussions with assigned customers.
• Drive customer-specific growth initiatives to achieve turnover and profitability targets.
• Identify new opportunities to grow distribution, assortment, and category performance.
  

Joint Business Planning

• Lead the development and execution of Joint Business Plans (JBPs) with assigned customers.
• Translate category and brand strategies into customer-specific growth plans.
• Monitor customer performance and proactively identify risks and opportunities.
• Drive alignment between customer priorities and company business objectives.
  

Sales Performance Delivery

• Deliver monthly, quarterly, and annual sales targets.
• Drive growth in turnover, volume, market share, and profit across assigned accounts.
• Monitor customer KPIs and take corrective action where necessary.
• Ensure achievement of key commercial and execution metrics.

Trade Investment Management

• Manage customer investments and promotional spending within approved budgets.
• Evaluate return on investment of promotional activities and customer initiatives.
• Ensure optimal allocation of trade investments to maximize business returns.
• Monitor and control customer profitability.

Execution Excellence

• Ensure flawless execution of agreed promotions, launches, and commercial initiatives.
• Drive distribution, assortment, visibility, and availability objectives.
• Collaborate with field sales teams to ensure excellent in-store execution.
• Monitor competitor activities and recommend actions to maintain competitive advantage.

Cross-functional Collaboration

• Partner closely with Marketing, Supply Chain, Finance, CSP, and Customer Operations teams.
• Ensure alignment across functions to deliver customer commitments.
• Lead issue resolution and drive customer service excellence.
• Support innovation and renovation launches within customers.

Experience & Skills

• Minimum 3 years experience in Sales, Modern Trade, Key Account Management, or Customer Development.
• Strong negotiation and influencing capability.
• Strong commercial and financial acumen.
• Ability to manage customer P&L and trade investments.
• Strong analytical and problem-solving skills.

Preferred

• FMCG experience.
• Experience managing national key accounts.
• Experience leading Joint Business Planning processes.
• Knowledge of category management and customer profitability

Curious about what it’s really like to work at Unilever? Explore our Life at Unilever ยูนิลีเวอร์ประเทศไทย | Unilever and meet the people shaping our culture.

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.