Customer Service Lead – ROW

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life. 

Purpose of the Role:

Tequila Customer Service Lead - ROW will act as a key interface between Europe, LAC, APAC, Africa & GT customers, markets, and Tequila category. This role will lead the day-to-day customer service and satisfaction, driving customer service excellence over 95% OTIF and joint value creation in line with Tequila growth ambition.

Incumbent will be responsible for implementing our Customer Delight strategy that will enable Tequila long-term ambition. The role also runs implementation of transformation initiatives between Tequila category and Customers across the globe, passionate about Digital Journey and Extraordinary Service Level.

This role is also responsible for successfully running Performance Management Routines, monitor and act over indicators, develop and adhere to clear standard performance practises that trend to leading performance.

The outcomes of these roles are measured in:  service, cost efficiency and collaborative and value crafting relationships

Incumbent will need to interact across geographies, cultures & have strong influence/impact within businesses and with Customers and external suppliers, including Supply Partners (3PL’s, custom brokers, shipping lines  Carriers, etc.).

Entry Level Requirements – Capabilities, Skills & Experience:

• Minimum 5 years’ experience in Customer Service / Collaboration for International Exports

• Customer delight DNA, passionate about customer satisfaction. Every case, every day, everywhere counts

• Proficiency in the use of OTC SAP is a must.  Clear on ideas to deliver a great customer experience demonstrating on digital, from data analytics, visibility and automation (i.e.  PowerBI, bots, performance dashboard, TMS, Macro´s, etc), while driving simplification.

• Excellent communication skills, both verbal and written combined with the ability to engage efficiently at all levels in the organisation and Customers

• Confirmed ability to engage and align key partners behind plans and win support for implementing change with internal and external key partners

• Ability to work in environments where influence is more important than formal authority

• Confirmed knowledge of end-to-end supply chain & customer collaboration and how to convert customer requirements into supply chain deliverables. Export & custom know- how

• Experience leading high performance and results oriented teams

• Ability to apply critical indicators to drive performance management at all levels with suppliers, internal team members and the customer.

• Experience in running logistics operations is desirable.

Key Accountabilities:

- Effective management and influence of multidimensional team members across the globe, providing timely / accurate visibility, mentorship and clarity of Logistics for Tequila category to markets Customer delight, obsession with customer satisfaction. Every case, every day, everywhere counts

- Responsible for, leading and implementing CS & Exports strategy with the markets to enable Tequila’s growth ambition, to expand profit margin, driving efficiencies and alignment in the end to end supply chain (Diageo- Cus