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.

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

Top Accountabilities

Qualifications / Experience

Relevant supply chain experience

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

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