Customer Delight Manager

Job Description : Customer Delight Manger Location: London, Amsterdam, Edinburgh, Glasgow, Dublin Permanent Closing date: 03/04/2023 The Customer Collaboration agenda is a key strategic pillar within the Plan, Customer Service & Logistics organisation. Our key focus area in the coming years is to deliver programme, strategies & standards that enable “Customer Delight: We collaborate with our Customers to provide the best service and the best experience; every case, everyday, everywhere”. This role will need to collaborate closely with markets’ supply chains, regional leads, OTC and Global Sales. The role will work closely with partner markets on the implementation, coaching & assessment of the Customer Delight Program; aimed at “delighting customers, every case, every day, everywhere”. This role will also: Ensure the set up and maintenance of a Customer toolkit depository to support markets on their customer centric journey. Act as a Subject Matter Expert partner to markets in execution of all activities & initiatives for Customer Delight, Responsible for standard performance management analytics in each country and practises that trend to leading performance & Customer Engagement, Collaboration, Joint Value Creation. Govern adherence to Global KPI standards and develop the Global CFR Reporting tool Support Governance of QLIK Reporting tool, co ordinating across Supply and OTC functions to clarify queries/reason code changes/development of new scorecards to enhance user experience and root cause analysis, etc. The role has a Global remit and will impact across all markets within Diageo. It will also involve working with the Market Planning, Customer Service and Logistics and other functions such as Commercial. The role will deal with significant complexity, covering all markets and interacting at all levels. Although a globally consistent approach to Customer Delight is required, specific commercial, social and economic factors will need to be considered when developing and implementing business solutions. The requirement for alignment across multiple functions such as Commercial, Supply, the markets and other global programmes generates significant complexity in this role. The fact that there will be a major element of change management to be undertaken adds to the challenge. Main Responsibilities: Support the development, implementation and execution of the programme, not limited to but including SAMBC, real time order tracking, PleDge roll-out and market programs built to enhance our Advantage Survey scoring. Help markets understand what makes them stand out and what their blind spots are, as well as how to close that gap to best in class. This will be done through the execution of training programs and market workshops. Create toolkits and templates for markets to use in their Customer roll out plans Grow and maintain a multimedia global community for our Supply Chain Customer Facing teams to share best practice, generate ideation and ask for support (monthly forums, Yammer posts, etc.) Drive and develop customer metrics. Have the analytical skills to drive change through trends and insights. Support markets in onboarding and transformation of QLIK Self Service Tool. About you To be successful in role you wil have experience working in a FMCG organization with experience in Customer collaboration experience. You will be passionate about service, governance and Learning and Development. Due to the global remit of the role, you will interact across cultures & have strong influence/impact within businesses. You will be single minded, determined, resilient and hold people to account whilst keeping key stakeholders on side. Act as passionate guardian of the strategy. Working for 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: Competitive base salary and bonus scheme Contemporary work life balance policies and wellbeing activities Contributary pension scheme Comprehensive health insurance for you and your family Share options 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. 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. We're looking for people with creativity, boldness and a sense of purpose to take Diageo and our timeless, pioneering brands to the next level. Feel inspired? Then this may be the opportunity for you. Worker Type :Regular Primary Location:1HQ Additional Locations :Amsterdam, Dundas House, Edinburgh Park, St James Gate Job Posting Start Date : 2023-03-20 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 27,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. 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. DRINKiQ What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ