Customer Service Manager jobs in Südafrika

Job Description :

Diageo was created in 1997 but its business is built on the principles and foundations laid years before by giants of the industry. Today, Diageo is a world class leader in beverage alcohol, producing an outstanding collection of over 200 brands and owning the top two largest spirit brands in the world, Johnnie Walker and Smirnoff, and 20 of the world’s top 100 spirit brands. It’s portfolio also includes Crown Royal, J&B, Buchanan’s and Windsor Whiskies, Cîroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray and Guinness.

Diageo has built a strong platform for growth – through investment in its own brands, and by acquisition to broaden the geographical footprint and category depth and range. The company’s strong local business units are well positioned to win in increasingly competitive and fast-paced environments. Diageo’s portfolio is well-diversified across price-tiers, enabling it to participate where consumer opportunity is greatest, and to capture shifts in consumer preference.

Diageo's culture is built and maintained by the five values that underpin its business and guide how Diageo works. At Diageo, employees are passionate about its customers and consumers and want to be the best. They give each other the freedom to succeed and value each other. Employees work hard so they can be proud of what they do and how they do it. While Diageo moves at pace, constantly evolving and improving, its values remain consistent. Diageo wants employees to live these values every day, everywhere so that Diageo can be proud of what they do and be the best that they can be.

In this role you will be the personification of Diageo’s ambition: to become the world's best-performing, most-trusted consumer goods company and build category-leading partnerships with industry-leading outlets. We are looking for someone with a sophisticated sense of style, who can present themselves and our products to reflect the luxury brand's image and values.

You will be focused on finding the right distribution and activation opportunities to cut through and create momentum. Your enthusiasm, energy and belief in our powerhouse brands, positive approach and bias to action will help to build a dynamic, creative team culture and forge the right business-building relationship with other commercial teams in Diageo, to leverage route to consumer expertise, unlock new opportunities and always keep the customer experience at the heart of decision making.

The wide-ranging brand portfolio at Diageo provides the Luxury Account Manager role a huge array of opportunities to match customer needs across the different segmentations of the on trade and in doing so will bring to life our luxury brand identities that are core to the success of Diageo.

• As a Luxury Account Manager in the highly influential area of the On Trade you will play a crucial role in building the status, equity and rate of sale of our brands through delivery of brand objectives throughout key outlets.

• Strong ownership of the day-to-day customer relationship through effective negotiation, persuasion and conflict management/resolution skills.

• Accountable for P&L delivery of the portfolio within the customer remit. Successfully navigate return on investment decisions with each customer aligning with key priorities for sustainable and profitable growth.

• Partnership with the Diageo Luxury Marketing team and the Advocacy team to put our brands in the heart of culture by leading activation in outlets, driving talkability and availability.

• Deliver against the distribution and execution targets each month, quarter and year.

• Work closely with a Luxury curation manager who will support menu creation, activations and customer engagement within your customer base. This will require strong organizational skills, paired with proactive communication to deliver standout results for Diageo and our customers.

• Accurate forecasting and internal performance management with attention to detail, as well as proactive RTM and supply team connectivity to maintain brand visibility in outlet.

• Drive on trade understanding at all levels within Diageo GB, ensuring that the consumer trends that your customers are experiencing are fed through into brand and customer teams, so we are constantly responding to the latest trends.

• 5+ years commercial experience including on-trade/Account management. Managing multiple influential customers to seek and build new brand opportunities, you will need previous experience in this sector to succeed.

• Have worked with Luxury Brands and/or high-end accounts is preferable.

• Deep understanding of what is important to influential on-trade GB customer and using this insight to drive the creation and execution of a clear and powerful commercial plan.

• Finger on the pulse of what is happening on the ground in both on-trade and third space arena, and brilliant relationships with key influencers in the industry.

• In depth category knowledge across spirits and the alcohol (& non-alcoholic drinks) categories. Passion for premium and Super premium brands, customers & consumers.

• Advanced negotiation and customer relationship building skills.

• Robust commercial understanding, P&L literacy - numerical and analytical skills and ability to derive insight from data. Demonstrate deep personal accountability for performance.

• Experience building and activating luxury brands in conjunction with central marketing teams, demonstrating a clear brand building capability and robust decision making across commercial and marketing levers.

• Ability to forge strong and effective cross-functional team relationships and confidently interact with senior collaborators internally and externally to deliver business outcomes.

• Effectively networked, to manage multiple external customers and collaborate with internal partners to build value for them.

• Proactive and entrepreneurial mentality to grow existing and win new customers ahead of our competition.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our team to thrive and to realize our 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.

Flexibility is key to success in our business, and many of our staff work flexibly in many ways, including part-time, compressed hours, flexible location.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process and to perform essential job functions.

Don’t let anything stop you from applying!

Worker Type : Regular

Primary Location: 1HQ

Additional Locations :

Job Posting Start Date : 2025-04-03