Customer Service Head

Gitaswara Indonesia; Jakarta Pusat; On-site; IDR 1,200,000,000 - 2,400,000,000; Full time

Benefits offered by this job

Flexible hours

Rewards package

Inclusive culture

Job summary

Diageo in Jakarta seeks a Customer Service Head to lead market supply chain and procurement functions. You will drive customer collaboration, improve OTIF, and lead the in-market team to deliver top-line and bottom-line objectives.

The role requires deep industry experience and a track record of working in multinational FMCG environments. The position emphasizes strategic partnership with customers, strong analytical capabilities, and change leadership to elevate in-market performance.

Qualifications

• Over 12 years in end-to-end supply chain roles with progression to senior leadership.

Responsibilities

• Lead and align market Supply Chain & Procurement to deliver OTIF and cost targets.
• Drive customer collaboration to develop joint business plans and value creation.

Skills

Leadership

Customer engagement

Stakeholder management

Data-driven

Analytical skills

Education

BSc in Industrial Engineering, Operations Research, Supply Chain, Data Science/Statistics/Applied Mathematics, Economics

MBA or MSc in Supply Chain Management or similar

Tools

Power BI

Advanced planning tools

Job description

Job Description : Customer Service Head

About us With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

Supply Chain and Manufacturing Team

Our Supply Chain and Manufacturing team are problem-solvers, sourcing, producing, and delivering our much-loved brands to delight customers around the globe. Over half of Diageo’s 30,000+ people work in Supply Chain and Manufacturing. It’s an intricate and sophisticated operation that’s the product of logistical, manufacturing, and technical collaborations. Our teams in 100 sites in over 30 countries cover production facilities, supplier relationships, customer collaborations and third-party agreements. We’re committed to realizing our ‘Society 2030: Spirit of Progress’ goals, to protect the environment and support our farmers and suppliers. Whatever your skills and experience, we’ll help you to thrive in our inclusive culture.

About this role

The Customer Service Head is the face of Supply Chain and Procurement to our customers, General Manager and the Executive Team, our 3PLs, and other internal/external stakeholders. The CSM is part of the Market Executive Team, playing a key leadership role in bringing topline, bottom line, cash and organizational ambition of Diageo to life. The most important role of the CSH is to make market the #1 supplier in the Advantage Survey within the TBA peer group, and within the top 3 within FMCG. This will come through taking customer collaboration to the next level, delighting our customers through operational excellence (every case, every day, everywhere) and driving value through effective partnership with customers resulting in strong joint business plans and joint value creation. The key metrics are OTIF/OSA, and value (cost/cash) by working end to end together with our customers. This role will be accountable to partner with the internal interfaces as needed to be able to deliver and lead all the dimensions such as run, improve, and transform, The successful candidate will lead and manage the market specific supply organization as well as be the custodian for process, people, and digital capabilities, and operationalizing all the learnings and insights. This role will dotted line report to the General Manager, with a key seat on their leadership team and will also work in close partnership with Supply Chain and Procurement as well as the Customers.

Key responsibilities

• Lead, champion, and drive progress to win with our customers through customer engagement and customer collaboration, such as, and not limited to the following: Driving reliability: daily/weekly/monthly tracking and improvement of OTIF. Own and champion progress. Anticipate issues, own day-week-30-90-day plans and be intentional to win. Run the Market Logistics operation, at the right service (on time, in full, no error), cost (logistics cost per case), compliance. Partner with Commercial, Procurement and Supplier(s) to ensure the physical distribution network is customer centric and competitively fit for purpose in order to win in the market we operate. Serve as the key gatekeeper for Innovation and Brand Change projects, ensuring alignment with strategic objectives and quality standards. Leading the Supply Business Continuity Plan and represent Supply function in Risk Management Committee, Leading and coaching the in-market supply organization and the key sponsor for ensuring the IBP process within the market works to the right standards, Partner with rest of SC&P to deliver the market KPIs, customer needs, and win.
• The key interfaces are: Planning (Integrated Business Planning, Demand and Supply), Brand Change and Innovation and Third Party Manufacturing.

Qualifications

• Experience with direct operational accountability of delivery on outcomes in a market of a group of markets.
• Prior experience working in a multinational CPG / FMCG will be highly preferred.
• Proven track record working in a matrix organization partnering with senior business leadership teams and across multi level functions across the organization.
• Hands on engagement, especially in Modern Retail, with demonstrated success in improving customer service to industry leading levels, both as measured by the customer, as well as Advantage Survey, Hands‑on logistics experience and multiple route to market experience.
• Minimum 12 years’ experience working within progressive positions within the end‑to‑end Supply Chain function, within multiple disciplines.
• First hand planning experience in Customer Engagement, IBP, S&OP, S&O, Demand Planning is crucial.
• BSc in Industrial Engineering, Operations Research, Supply Chain, Data Science/Statistics/Applied Mathematics, Economics.
• Additional MBA or MSc in Supply Chain Management or similar would be desirable.
• Leading change and innovation across the supply chain, through value driven collaborative partnership.
• Proven track record in designing, shaping, and implementing complex change agenda and transferring work from one location to another.
• Has developed and successfully implemented strategies and led cost saving initiatives.
• Passion for data and performance culture.
• Very strong analytical skills.
• Collaboration: Demonstrated ability to foster and maintain strong working relationships and influence at all levels of the organization.
• At ease working effectively with a diverse group of stakeholders and business cultures.
• Team Leadership: Demonstrated ability to lead, inspire, motivate and grow teams.
• Digital dexterity. Previous experience (and hunger to learn) on advanced planning tools, digital control towers, Power BI, etc.

Benefits and culture

Working with Us Flexibility is key to success. From part‑time and compressed hours to different locations our people work flexibly in ways to suit them. Talk to us about what flexibility means to you and we’ll work together so that you’re supported from day one. We recognize and value performance, offering our people a highly competitive Rewards and Benefits package. Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Reasonable adjustment

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Contract and location

Contract type: Regular

Primary Location: Jakarta

Recruitment

Additional Locations: None

Other

We are home to a diverse portfolio of drinks enjoyed around the world. From established favourites to exciting new launches, the brands we build are shaped by culture, connected to local communities and made for life’s moments. By understanding our consumers and building strong, trusted relationships with our customers, we help our brands remain relevant, distinctive, and accessible. Our founders, including Arthur Guinness, John Walker and Charles Tanqueray, were visionary entrepreneurs whose ambition and ingenuity helped shape the drinks industry. Today, that pioneering spirit lives on through our people.

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