Customer Operations Lead

hace 2 semanas

Panamá, Panamá, Panamá Diageo A tiempo completo

Job Description:
About us


From Arthur Guinness to Johnnie Walker, our business was founded on people of great character, and in 250 years, nothing's changed.

We're the world's leading premium alcohol company. Our brands are industry icons. And our success is thanks to the strength of our people, in every role. It's why we trust them with our legacy. And it's why we reward them with the career-defining opportunities that they deserve.
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.
Feel inspired? Then this may be the opportunity for you.

This role is part of the GT Supply Customer Operations team and reports to the Customer Operations Manager.

The role is responsible for the effective running of the Supply Operations for the EU/Americas region and will support in managing the day-to-day Supply Chain & customer fulfilment into customers.

The role will execute tasks involving logistics, allocation management, portfolio & regulatory management, inventory management & demand management across all primary and secondary customers for the region.

In addition to being customer facing, these roles collaborate internally with the Commercial teams, Customer Service and central Planning & Logistics COE.


The Customer Operations lead owns all tasks related to the effective & seamless delivery of volumes into customers & deliver key Improve projects as part of our ambition to be the Supplier of Choice in the eyes of the Customer via leading The Advantage Group rankings and our customer collaboration roadmap.


  • Manage the Supply Chain outputs from the demand plan to fulfilment to maximise customer satisfaction via KPI compliance to CFR, OTIFNE, R&R & relevant cash metrics
  • Partner externally with customers to deliver segmentation & compliance to trading terms
  • Work directly with Commercial teams in AMERICAS to ensure day to day delivery of operational needs and to be supply point of contact for the region
  • Work closely with central Planning functions (Category teams and APAC P&L teams) to deliver all customer metrics & manage in month demand fluctuations closely with Commercial, Customer, Planning & Finance
  • Ensure brilliant stakeholder management with customer service teams and own GT improvement agenda with CS teams in your region
  • Drive problem solving & innovative solutions when there is stress of failure within the Supply Chain
Top Accountabilities

Functional:

  • Own the Tier 3 reporting for the region, ensuring KPI trends are highlighted and RCPS is in place to drive continuous improvement.
  • Commercial work within the WD cycle to have command over the sell out plans & understand where this has risk to fulfilment & problem solve with Planning & Logistics accordingly
  • Planning & logistics work within the COE matrix structure to ensure the operation is delivering the functional RUN elements of the GT business


 Customer Service
  • Leads strategic shifts in Customer Service area with the teams in Budapest, Manilla and Bangalore
  • Owns and develops relationship with AMERICAS commercial teams
  • In order to bring the transformation to life, engages and collaborates internally with the market commercial teams and externally the strategic customers.
  • Manage GT Inventory levels ensuring SLOB management in control
Ideal experiences / Qualifications / capabilities

  • 5+ years relevant supply chain experience
  • Exceptional ability to build and maintain genuine relationships
  • A deep understanding of the different trading scenarios deployed by Diageo
  • Holistic skill set across all Global Supply Chain & Procurement pillars as well as a track record of leading transformational business results
  • High expertise in dealing with ambiguity, complexity and working within a fastpaced, entrepreneurial and matrixed environment
  • Demonstrated brilliant execution to impeccably high standards
  • Deep personal accountability for great performance
  • Strong end to end supply chain FMCG understanding, alongside high levels of numerical acumen and attention to detail
  • Experience of working with and leading diverse teams indirectly
  • Experience in governance, brand change, manufacturing, logistics and planning preferable
Diversity statement

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 condi

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