Customer Operations Lead - London

Location: London
12 Month Secondment

Join our Supply 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.

Responsibilities;

Support the delivery of Supply Chain & Procurement and GB Market critical metrics through:

Customer Relationship Management

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

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

• Monitor 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
• Monitor live performance; identifying:
  –  Risks – taking mitigating actions
  – Trends – to enhance 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 order forecasts to ensure critical path is met (0 to 12 weeks).
• 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)

Key Collaborators

• Customer
• Customer Experience Team (Budapest)
• Sales Teams
• Planning
• Logistics
• Commercial Finance

Essential qualifications / experience required

• 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 team member.
• 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 life balance policies and wellbeing activities
• Contributary pension scheme
• Annual bonus
• Share options
• Comprehensive health insurance

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this. We believe the most inclusive and diverse culture makes for a better business and a better world. 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.

Join us, and you’ll be part of an organisation that embraces diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of — and help build — an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, approaches, and more. And you’ll help us champion inclusion and diversity across our entire business: with our employees, our suppliers, across our brands, and within the communities in which we operate.

About Us

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Join us, and you’ll collaborate with dedicated people from all corners of the world. You’ll innovate and push boundaries, shaping a sustainable and more inclusive future that we can all be proud of.

With diversity at our core, we celebrate our people’s individual passions, commitments and specialist skills. In our supportive culture, your voice will be heard, and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the world’s very best people. Join us and help to take Diageo and our timeless, pioneering brands to the next level.

Feel inspired? Then this may be the opportunity for you.