Customer Operations Lead

Job Description:
Customer Operations Lead

London

9-month fixed term contract

Closing date: 30th October

Would you relish the opportunity to provide leadership and guidance to our Customer Operations Team by providing excellent customer service from all Diageo Supply Functions.

Join our Customer Operations Team

It’s a phenomenal time to join our Customer Operations team!

As the home of iconic brands such as Baileys, Guinness, Smirnoff, and Johnnie Walker, at Diageo we source, produce and deliver 6.5 billion litres of world-leading products every year across 180 markets globally. Because of this huge undertaking, we rely on highly advanced systems as well as the very best talent to make sure our businesses continue to run smoothly.

To give you some idea of the scale of our operation, over half of our 30,000 employees work in our supply chains. We have teams in over 100 sites across more than 30 countries, but what matters is that wherever you work, you’re part of a diverse, inclusive team where there are opportunities for everyone.

Whether you work in planning, logistics, technical teams or manufacturing, you’ll be part of an innovative, dynamic organisation. We set ourselves the highest standards, and our practices have earned us international recognition. And it’s people with energy, dedication and problem-solving skills who’ll help us get even better. In return, we offer a world of opportunities for you to explore, to shape and progress your career.

You will be responsible for:
Customer relationship management

• Ensure customers receive an excellent service experience from all Diageo Supply Functions.
• Delight your customer through Proactively support their supply chain agenda
• Daily and weekly touchpoints with customers to maintain an open and collaborative relationship
• Be a passionate advocate for your customer within Diageo and ensure Diageo represented at cross-supplier forums/workstreams.
• Ensure issues are root-caused at pace to improve customer experience
• Lead monthly/quarterly performance reviews with customer.

Customer collaboration

• Drive Cost to Serve agenda.
• Support Process Improvement.
• Identify and deliver Operational Efficiencies.
• Embed Joint Supply Chain Plans with key customers.
• Ensure regular Supply Chain Top to Tops are completed and open up JVC opportunities
• Achieve ‘Go To’ supplier status with our customers.

Performance

• Supervise and drive improvements in performance through Service as Measured by Customers (SAMBC)
• Hold healthy tension with commercial team on forecast performance
• Proactive and vocal part of the MFST ensuring Supply Chain is front of mind
• Supervise live performance; identifying:
  Risks - taking mitigating actions Trends - to improve future performance
• Support Customer Excellence (CE) team members in delighting our customers
• Drive improvements in OSA

Forecasting

• Collect insight from external and internal sources to support customer demand forecast
• Agree joint customer EPOS and forecasts to ensure critical path is met (0 to 6 months).
• Support weekly phasing forecasting.

Portfolio management

• Active participant in activity planning internally and with customer
• Support Range Change & Innovation planning by ensuring critical path and timelines are met
• Ensure data integrity allows for accuracy in order placement process
• Support customer activation on MU/Rework Planning (off trade)

To be successful in this role, you will need:

• Experience in FMCG Company in customer supply chain or customer management, demand or supply planning role with direct customer facing experience
• This role may also be suitable for an individual from a commercial background who has a strong fit with the below abilities and capability/interest to develop supply chain expertise.
• Builds strong collaborative relationships within and outside of supply chain team.
• Deliver on strategy through being restless and agile
• Strong analytical (numerical), presentation & negotiation skills.
• Can provide robust challenge, both internally and externally, to deliver required results, challenging the norm to find creative solutions
• Able to handle ambiguity and operates well in a fast-paced, changing environment.
• Ability to understand the customer’s individual and corporate requirements and match these to specific Diageo propositions.
• Lead and inspire change (continuous improvement) both internally and with the customer through different levels of collaborator.
• Experience required in Excel. Anaplan and SAP experience preferable.

Working with Us

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

• Contemporary work