DRAUGHT OPERATIONS EXECUTIVE

asahiceeur; Woking; On-site; GBP 45,000 - 65,000; Full time

Job summary

Asahi Europe and International is seeking a Draught Dispense Operations Manager to oversee installation, maintenance, and service delivery of draught systems across customer locations. You will act as the primary liaison with third‑party providers, supply partners, and internal sales/marketing teams to ensure service levels and cost targets are met.

The role requires strong operational planning, customer service focus, and CRM management, with an emphasis on continuous improvement and

Qualifications

• Experience in customer service or operational roles handling large volumes of work orders in FMCG environments.
• CRM software knowledge and system development exposure is advantageous.
• Excellent PC skills including advanced Excel and proficient Word & PowerPoint.

Responsibilities

• Coordinate with third‑party service providers and equipment suppliers to ensure SLA and budget adherence.
• Maintain CRM records for draught system installations and assets with daily data matching.
• Manage the Draught Operations inbox and respond to queries in a timely manner.
• Oversee ART/Asset and Inventory management including stock levels and stock counts.
• Support the Draught Operations Manager in design and rollout of new services/processes.

Skills

Customer service mindset

Operational planning

Stakeholder communication

Analytical skills

Attention to detail

Tools

CRM software

Excel

Word & PowerPoint

Job description

Key Accountabilities:

Draught Dispense Installation and MaintenanceOperationsManagement

• Support the draught dispense installation & maintenance programmeas completed by the thirdpartyservice provider(s)ensuring that works are completed within SLA and budget.Activities include:
• Primary contact for third partyservice providerandequipment supplypartners’operational teams, AUKsales and marketingpersonnel andcustomers on allday to daymatters relating to draught operations.
• Work closely with thethird partyservice providers on aday to daybasis to ensure delivery of service agreements and achievements ofservicetargets
• Accountable for managing out ofSLAor technical queries to minimise the impact of failure on the customer and on cost.
• Accountable for the daily Work in Progress call tomonitorwhether all actions are delivered effectively by either third party service provider or AUK sales team, ensuring work requests are delivered to SLA orclosed downasappropriate.
• Resolve or escal…any issues relating to serviceorproduct qualitytothedraught management team orthird partyservice provider asappropriate,
• Managethe Technical Services inbox andensure all queries are respondedin a timely manner.
• Ensure CRM system is kept updated with detailed records for new and removed draught system installations and associated assets, including daily data matches.
• Oversee customer Request for Work (RFW) online systems (e.g. Enterprise TSR & Punch/ Spirit RFW sites) ensuring thethird partyservice providerareupdating, acting & closing requests in line with agreed service levels.
• Accountable of the annual mobile bar commissioning activityand deployment of newand movement of existingbar assets. Assigning commissioning works to agreed service providers, ensuring delivery to SLA and within budget.
• Accountable for managing the order, authorisation and delivery of special order dispense equipment, ensuring delivery to SLA and within budget.

Customer Services Management

• Build andmaintainsupportiverelationships at an operational level with internal and external customers managingand delivering against expectations.
• Attendon trade channel andfieldsales team meetings deliveringservice updatesongoing trainingandinitiatives to foster a collaborative relationship and bolster theAUKSupply Chain profile
• Actively devise and investigate ways to improve thedraught technical installation and maintenance operationin the spirit of continuous improvement, reducing complexity, improving administrative efficiency, and working smarter with other teams and partners.
• Support the Draught Operations Controllerin the design andimplementation ofnew services/ processes, third partyserviceproviders, new customers(MRG), andupdated branded equipment.

Contract Management

• Prepare and align agreed reporting on operational, service and cost performance targets with thethird partyservice provider to support performance review.
• Attend the weekly Operations Meeting with thethird partyservice provider to agree weekly SLA’s and address ongoing operational issues.
• Support the Draught Operations Managerasappropriateatmonthlyoperational review meetings

Asset and Inventory Management

• Ensure equipment orders from Customers who deliver their own technical service provisionare processed accurately & delivered on time by the 3rd Party Equipment Distributor whilstmaintainaccuraterecords reported monthly.
• Monitor inventory at 3rd Party Service Provider depots to ensure thatoptimumstock levels aremaintainedand are neither exceeded nor too low.
• Support the Draught Operations Controllerto ensure that thethird partytechnical services provider comply todispense equipment controlsand processes. Examples includereceipt of inventory movement reporting and stock reconciliations, attendance of stock counts, authorisation of stock losses or supporting equipment quality claims.
• Checking and administering Line Charge claims ensuring all claims arevalid via communication with third party service provider and system owner and that information is recorded against individual stockists on the CRM system ina timelyandaccuratemanner.

General

• Accountable for theco-ordination,developmentand delivery in conjunction with the Draught Quality Mangersof“Draught Administration Process” Induction programto all relevant new membersof the AUK sales team.
• Raise requests for DTS team Purchase Orders andmaintainPurchase Order Log for all requests and available spend against budget.

Experience Required:

• Knowledge and experience of the Drinks or Beer Industry will be an advantage
• Experience in acustomer service oroperational rolemanaging large volumes of work orders within an FMCG environment
• Customer or supplier relationship management exposure
• Experience of training on a 1-2-1 and group basisadvantageous
• Excellent PC skills:advanced user of Excel,proficient in Word & PowerPoint
• Knowledge ofrecognised CRMtoolwith experience of implementing system developments an advantage.

Key Attributes of the Successful Person:

• Customer and quality focussed
• Demonstratesstrongcommercial awareness and good analytical skills.
• Able to build productive customer or supplier relationshipsthat deliver against the business objectives
• Able to work within a Head Office environment with the ability to communicate and influence both senior stakeholders and other departments within the business.
• Able to work on own initiative with minimal supervision
• Demonstrates excellent administration skills and attention to detail thorough and logical approach to work.
• Ability to quickly develop agood working knowledge of CRM type systems
• Diligent in completion of tasks and projects
• Able to work effectively in a close-knit team, often in pressurized situations

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.