Senior Analyst, Commercial Customer Experience

Job Summary

Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries. We are home to over 30,000 talented people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you ll meet teams of people who are very good at what they do and who enjoy doing it.

Global Business Operations (GBO) is the architect and driver of processes and business services that are critical to the day-to-day performance of our business. We provide a wide array of standardized financial and business services to Diageo s markets and functions from our global network of centres in Bangalore, Budapest, Bogota and Manila.

As we continue to evolve to meet the expectations of our stakeholders, we want everyone that receives GBO s services - customers, suppliers, and employees - to choose Diageo because we are easy to work with. We are also determined to ensure that overall GBO Experience of all our clients is a positive one - with timely and accurate solutions as well as effective and positive interaction with our teams.

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogot , and Manila as well as satellite locations such as Belfast, Warsaw, Madrid, Athens and Turin.

We are passionate about making sure these processes are as standardised, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor s performance as a business and will make sure we provide our stakeholders with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard.

We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management.

We offer end-to-end services at a global scale in the following areas:

• Pricing set up to make sure we re ready to trade
• Managing credit limit and payment term approval processes
• Order capture from customers and between group companies
• Driving order and invoice issue resolution with 3PLs, Sales and Supply
• Collecting cash from customers and group companies
• Managing, validating, and paying promotional invoices

Dimensions of the role

Commercial Experience deals with approx. 25.000 customers resulting in some PHONE_NUMBER orders and collection of around 9 billion GBP an annual base.

The role drives Customer satisfaction through service excellence.

Purpose of Role:

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Required Capabilities

• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills
• Ability to take full ownership of order fulfilment
• Ability to drive Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritise own tasks building on knowledge of Customer business
• Ability to deliver on promises
• Proactive, solution-focused mind-set and positive can do attitude
• Ownership, entrepreneurial attitude - drives issue resolution, escalates where necessary
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player
• SAP HANA experience

Accountabilities

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage phone orders and Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

Key Performance Indicators

• Number of disputes and time to resolve
• Average Order Touches
• Touchless orders %
• Return and refusal %
• Order Entry Accuracy
• Customer Satisfaction

Qualifications and Experience Required

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