Customer Collaboration Manager

Job Title : Customer Collaboration Manager

Level : 5A

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world's most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life's moments - from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and setting the standard for our brands, our business and each other.

Join us and play your part in making life's moments mean a little more.

About the Function:

Global Travel (GT) operates in the unique and exclusive Travel Retail (i.e. Duty Free) sector. Often referred to as the sixth continent, Travel Retail has its own set of inhabitants, geography and channels (international airport shops, international land border stores, on-board airlines, ferries and cruise ships, along with some non-retail and diplomatic sales) as well as its own unique commercial landscape (operating 24/7 across multiple languages and currencies with 200+ nationalities travelling annually).

From Bhutan to Botswana and from Venezuela to Vietnam, GT is the only market in Diageo which offers global scope and market accountability. Responsible for representing and selling Diageo products in more than 110 countries around the world, and with access to billions of potential shoppers globally, we are a strategically important market for Diageo in terms of both profit and NSV.

Alcohol is a £10 billion business in travel retail and with passenger and aircraft numbers expected to double in the next 20 years, we have endless opportunities for growth for Diageo. Travel retail is where luxury, exclusivity and innovation meet, and with our winning portfolio of brands, winning executions and winning team - we are excited about what the future holds.

We are a young, dynamic business and have recently reshaped our structure, mission and vision in order drive greater focus around the delivery of ambitious business goals. We are passionate about what we do and are looking for exceptional, like-minded people to join our diverse, energetic team.

Market complexity

The role offers you the opportunity to work in an international team, experiencing the diversity that is the GT business. Operating in a diverse, dynamic environment, this role functions across a multi-country, multi-currency and multiple time zonal setting, serving a wide diversity of customers and operating in a complex mix of regulatory environments.

Global Travel operates with c.900 SKU's, 21 sourcing plants and a mixture of primary (export) and secondary supply chains.

Position overview

Deliver our customer collaboration roadmap through:

• Managing the customer relationship to deliver on target service metrics and optimise route to market for our key India and Middle East customers
• Work with Customer, planning, Customer services and commercial sales teams to build a robust relationship to drive agreed customer & Diageo outcomes on service, growth and joint value creation
• Ensure CS team and customers execute range changes and innovations flawlessly
• Co-ordinate necessary in market re-work requirements
• Ensure all order fulfilment issues are reported managed and reviewed weekly to ensure optimal delivery on time for all customer orders including order management rules, transport lead time and adherence to Supply Chain required rules(MOQs, CFR, Lead time.)

Deliver the value creation agenda for Global Travel through:

• Ownership and delivery of Customer projects to drive cost, efficiency and productivity
• Implement cost to serve processes with key accounts to reduce end to end costs and simplified replenishment models
• Review our existing RTM's/network by region and identify opportunities to simplify/codify
• Partner with Global Brands Supply on future tramlining initiatives, own the proposal, commercial alignment and implementation
• Define and implement process for ongoing portfolio management to deliver simplified assortment

Top Accountabilities

• Drive improvement in key service metrics for GT Customers within Region
• Owns and develops relationship with GT commercial teams
  
• Manage GT Inventory levels ensuring SLOB management in control
  
• Collaborate with the Market planning & operations export team to ensure OTIF supply for GT
  
• Partner with Planning and Logistics teams, & customers to identify and implement cost to serve opportunities including INCOTERMS reviews and impact to payment terms
• Work closely with central Planning functions to deliver all customer metrics & manage in month demand fluctuations closely with Commercial, Customer, Planning & Finance

• Resolve customer specific Supply Chain issues to minimise service & availability disruption

• Customer service: Ensure brilliant partner management with and own GT improvement agenda with CS teams in your region

• Provide key account insights to demand planning as input to the monthly cycle - changes to customer sourcing/SC's, concession changes & customer consolidation

• Work with Commercial teams to drive collaboration and communication supporting and driving collaborative Customer forecasting monthly with the customers to drive plan stability for supply.

• Work directly with Commercial teams in region to ensure day to day delivery of operational needs and to be supply point of contact for the region for non-collaboration customers

Key Metrics

• Market Share / NSV growth
• Service As Measured By Customer (SAMBC)
• Case Fill Rate (CFR)
• OTIF (On time in full)
• Lead time to delivery
• COGS (meet reduction targets)
• IBP (Forecast accuracy & Bias) reporting increase visibility
  

Qualifications and experience required

• Excellent influencing, partner engagement and interpersonal skills
• Exceptional communication skills - verbal, written and presentation
• Solid understanding of end to end supply chain operational processes e.g. DRP, MPS, inventory, conversion, logistics and customer service
• Experience in customer collaboration within a supply chain environment
• Numerate with broad statistical, analytical skills and attention to detail
• 3 years + Supply Chain planning experience in CPG (Demand Planning, Supply Planning, SMR, Logistics)
• Experienced user of a planning system (e.g. SAP APO preferred)
• Supply Chain experience/exposure preferable
• Customer service / Planning / Logistics experience
• Order management and SAP Reporting
  

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.

Celebrating our inclusive and diverse culture is core to Diageo's purpose of celebrating life every day everywhere. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.