Customer Operations Manager

Job Description : Context/Scope: Diageo was created in 1997 but its business is built on the principles and foundations laid years before by giants of the industry – Arthur Guinness, John Walker, Elizabeth Cumming and many more. Today, Diageo is an extraordinary leader in beverage alcohol, producing an outstanding collection of over 200 brands and owning the top two largest spirit brands in the world, Johnnie Walker and Smirnoff and 20 of the world’s top 100 spirit brands. Its portfolio also includes Crown Royal, J&B, Buchanan’s and Windsor Whiskies, Cîroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray and Guinness. Diageo has built a strong platform for growth – through investment in its own brands, and by acquisition to broaden the geographical footprint and category depth and range. The company’s strong local business units are well-positioned to win in increasingly competitive and fast-paced environments. Diageo’s portfolio is well-diversified across price-tiers, enabling it to participate where consumer opportunity is greatest, and to gather shifts in consumer preference. Diageo's culture is built and maintained by the five values that underpin its business and guide how Diageo works. At Diageo, employees are passionate about its customers and consumers and want to stay the best. They give each other the freedom to succeed and value each other. Employees work hard so they can be proud of what they do and how they do it. While Diageo moves at pace, constantly evolving and improving, its values remain consistent. Diageo wants that employees live these values every day, everywhere so that Diageo can take pride in itself and be the best that they can be. Purpose of Position This role leads 8 Customer Supply Leads & 1 Master Data lead. The role is responsible for the effective running & management of the Customer Supply team for GT. This team are the front line Diageo GT Supply Chain running the day-to-day Supply Chain & customer fulfilment into customers & complete tasks involving logistics, allocation management, compliance to trading terms & demand management across all primary and secondary customers. In addition to being customer facing, these roles collaborate internally with the Commerical teams, Customer Service and central Planning & Logistics COE. As manager of the team, the Customer Operations Manager partners the Commercial Directors, Account leads, IBP lead & sits on the leadership team of the GT SC. The Customer Operations lead owns all tasks related to the effective & seamless delivery of volumes into customers & deliver key Improve projects as part of our ambition to be the Supplier of Choice in the eyes of the Consumer via leading The Advantage Group rankings and our customer collaboration roadmap.

• Run the Supply Chain outputs from the demand plan to fulfilment to maximise customer satisfaction via critical metric compliance to CFR, OTIFNE, R&R & relevant cash metrics
• Partner externally with customers to deliver segmentation & compliance to trading terms
• Work closely with central Planning functions (Category teams and APAC P&L teams) to deliver all customer metrics & handle in month demand fluctuations closely with Commercial, Customer, Planning & Finance
• Ensure brilliant partner management with customer service teams and own GT improvement agenda with CS teams
• Drive problem solving & innovative solutions when there is stress of failure within the Supply Chain
• Partner closely with the GT Exec to handle customer performance

Financial Accountability (Budget/Revenue) Contributor to delivery of Global Travel NSV, OP and COGS Market / Function Complexity Responsible for Supply Chain performance across Global GT customer base. This includes Primary MTO customers serviced from Diageo Supply Centres and customers fulfilled from Secondary locations globally (Scotland, Germany, Australia, Shenzen, Canada) Strategical Accountability Advising Head of Supply Chain and working closely with Customer Excellence manager to develop and evolve Global Travel Supply Chain Strategy Leadership Responsibilities

• This is a key leadership role across the Global Travel SC & into GT Commercial. The role supports all regions and covers both Primary and Secondary supply globally
• The position is a senior level contact with external customers as the critical issue point before the SCD. Within the remit is SC trading terms meaning the candidate must have a high level of commercial competence, business awareness & broad business knowledge
• A strong temperament & resilience is required as a large part of the functional responsibility is delivery of a global, NSV business that is fast paced with demanding & highly complex customer base.
• The role is responsible for the development of both the individuals within the team & the function & Diageo GT SC’s external reputation

Top Accountabilities

• Commercial – operate within the WD cycle to have command over the sell out plans & understand where this has risk to fulfilment & problem solve with Planning & Logistics accordingly
• Planning & logistics – work within the COE matrix structure to ensure the operation is delivering the functional elements of the Global Travel strategy Portfolio & deliver 100% CFR
• Marketing & Innovation - ensure Supply Chain is setup to deliver on “new to world launches” to ensure 100% CFR
• Develop team for success in their customer facing tasks
• Operational Excellence – champion the Supply Chain Excellence run-improve-transform philosophy
• Process Improvement – constantly scan the external landscape to seek improvement areas for Diageo
• In order to bring the transformation to life, engages and collaborates internally with the market commercial teams and externally the strategic customers.
• Leads strategic shifts in Customer Service area with STC

Qualifications / Experience Relevant supply chain experience

• Outstanding ability to build and maintain genuine relationships
• A deep understanding of the different trading scenarios deployed by Diageo
• Holistic abilities across all Global Supply Chain & Procurement pillars as well as a track record of leading ground-breaking business results
• High expertise in working with ambiguity, complexity and working within a fast-paced, entrepreneurial and matrixed environment.
• Demonstrated brilliant execution to impeccably high standards
• Deep personal accountability for great performance
• Strong end to end supply chain FMCG understanding, alongside high levels of numerical skill and attention to detail
• Experience of working with and leading diverse teams indirectly
• Experience in governance, brand change, manufacturing, logistics and planning preferable.

We want to ensure that all of our candidates have the best opportunity to showcase themselves during our recruitment process, which includes removing barriers for people with a disability or impairment. If you require any reasonable adjustments to be made to participate in the recruitment process, please let me know, and we will make every effort to ensure accessibility. Our Resourcing Standard can be reviewed at this link Worker Type : Regular Primary Location: 1HQ Additional Locations : Dundas House, Edinburgh Park Job Posting Start Date : 2023-04-03