Customer Collaboration Manager

Diageo; Gurugram District; On-site; INR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Flexible working

Competitive benefits

Job summary

Diageo Gurugram is hiring a Customer Collaboration Manager to drive relationships with key India and Middle East customers and optimise service delivery across the regional travel retail channel.

The role requires strong communication, influencing and end-to-end supply chain knowledge, with 3+ years in CPG planning. You’ll work with planning, logistics and commercial teams to deliver value and cost efficiencies.

Qualifications

• Excellent influencing, partner engagement and interpersonal skills.
• Exceptional communication skills – verbal, written and presentation.
• Solid understanding of end to end supply chain processes (DRP, MPS, inventory, logistics, customer service).
• Experience in customer collaboration within a supply chain environment.
• Numerate with broad statistical, analytical skills and attention to detail.
• 3+ years supply chain planning experience in CPG (Demand/Supply/SMR/Logistics).
• Experience with SAP reporting and order management.

Responsibilities

• Drive customer relationship to deliver on service metrics and optimise route to market.
• Collaborate with planning, services and sales to strengthen customer and Diageo outcomes.
• Ensure timely range changes and innovations execution with customers.
• Oversee in-market rework and order fulfilment issues for on-time delivery.
• Lead cost-to-serve initiatives with key accounts to reduce end-to-end costs.
• Review regional RTMs to simplify and codify processes.

Skills

Influencing

Interpersonal skills

Communication

Numerical/Analytical

Supply chain knowledge

Planning systems

Customer collaboration

Tools

SAP APO

Job description

Job Description : Job Title : Customer Collaboration Manager Level : 5A

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations. Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and setting the standard for our brands, our business and each other. Join us and play your part in making life’s moments mean a little more.

About the Function

Global Travel (GT) operates in the unique and exclusive Travel Retail (i.e. Duty Free) sector. Often referred to as the sixth continent, Travel Retail has its own set of inhabitants, geography and channels (international airport shops, international land border stores, on-board airlines, ferries and cruise ships, along with some non-retail and diplomatic sales) as well as its own unique commercial landscape (operating 24/7 across multiple languages and currencies with 200+ nationalities travelling annually). From Bhutan to Botswana and from Venezuela to Vietnam, GT is the only market in Diageo which offers global scope and market accountability. Responsible for representing and selling Diageo products in more than 110 countries around the world, and with access to billions of potential shoppers globally, we are a strategically important market for Diageo in terms of both profit and NSV. Alcohol is a £10 billion business in travel retail and with passenger and aircraft numbers expected to double in the next 20 years, we have endless opportunities for growth for Diageo. Travel retail is where luxury, exclusivity and innovation meet, and with our winning portfolio of brands, winning executions and winning team - we are excited about what the future holds. We are a young, dynamic business and have recently reshaped our structure, mission and vision in order drive greater focus around the delivery of ambitious business goals. We are passionate about what we do and are looking for exceptional, like-minded people to join our diverse, energetic team.

Market complexity

The role offers you the opportunity to work in an international team, experiencing the diversity that is the GT business. Operating in a diverse, dynamic environment, this role functions across a multi-country, multi-currency and multiple time zonal setting, serving a wide diversity of customers and operating in a complex mix of regulatory environments. Global Travel operates with c.900 SKU’s, 21 sourcing plants and a mixture of primary (export) and secondary supply chains.

Position overview

• Managing the customer relationship to deliver on target service metrics and optimise route to market for our key India and Middle East customers
• Work with Customer, planning, Customer services and commercial sales teams to build a robust relationship to drive agreed customer & Diageo outcomes on service, growth and joint value creation
• Ensure CS team and customers execute range changes and innovations flawlessly
• Co-ordinate necessary in market re-work requirements
• Ensure all order fulfilment issues are reported managed and reviewed weekly to ensure optimal delivery on time for all customer orders including order management rules, transport lead time and adherence to Supply Chain required rules(MOQs, CFR, Lead time.)
• Ownership and delivery of Customer projects to drive cost, efficiency and productivity
• Implement cost to serve processes with key accounts to reduce end to end costs and simplified replenishment models
• Review our existing RTM’s/network by region and identify opportunities to simplify/codify
• Partner with Global Brands Supply on future tramlining initiatives, own the proposal, commercial alignment and implementation
• Define and implement process for ongoing portfolio management to deliver simplified assortment

Top Accountabilities

• Drive improvement in key service metrics for GT Customers within Region
• Owns and develops relationship with GT commercial teams
• Manage GT Inventory levels ensuring SLOB management in control
• Collaborate with the Market planning & operations export team to ensure OTIF supply for GT
• Partner with Planning and Logistics teams, & customers to identify and implement cost to serve opportunities including INCOTERMS reviews and impact to payment terms
• Work closely with central Planning functions to deliver all customer metrics & manage in month demand fluctuations closely with Commercial, Customer, Planning & Finance
• Resolve customer specific Supply Chain issues to minimise service & availability disruption
• Customer service: Ensure brilliant partner management with and own GT improvement agenda with CS teams in your region
• Provide key account insights to demand planning as input to the monthly cycle – changes to customer sourcing/SC’s, concession changes & customer consolidation
• Work with Commercial teams to drive collaboration and communication supporting and driving collaborative Customer forecasting monthly with the customers to drive plan stability for supply.
• Work directly with Commercial teams in region to ensure day to day delivery of operational needs and to be supply point of contact for the region for non-collaboration customers

Key Metrics

• Market Share / NSV growth
• Service As Measured By Customer (SAMBC)
• Case Fill Rate (CFR)
• OTIF (On time in full)
• Lead time to delivery
• COGS (meet reduction targets)
• IBP (Forecast accuracy & Bias) reporting increase visibility

Qualifications and experience required

• Excellent influencing, partner engagement and interpersonal skills
• Exceptional communication skills – verbal, written and presentation
• Solid understanding of end to end supply chain operational processes e.g. DRP, MPS, inventory, conversion, logistics and customer service
• Experience in customer collaboration within a supply chain environment
• Numerate with broad statistical, analytical skills and attention to detail
• 3 years + Supply Chain planning experience in CPG (Demand Planning, Supply Planning, SMR, Logistics)
• Experienced user of a planning system (e.g. SAP APO preferred)
• Supply Chain experience/exposure preferable
• Customer service / Planning / Logistics experience
• Order management and SAP Reporting

Working with Us

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. Join us and you can also expect a highly competitive and flexible rewards and benefits package.

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 conditions for us to respect the unique contribution each person brings.

Worker Type

Regular

Primary Location

Gurugram

Job Posting Start Date

2026-09-11

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 29,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

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