Customer Collaboration Manager

Diageo; Haryana; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Diageo is seeking a Customer Collaboration Manager to lead cross-functional efforts across Customer, Planning, and Sales teams within Global Travel. You will manage relationships with key India and Middle East customers to deliver service excellence, growth, and joint value creation, while coordinating in-market re-work and ensuring on-time, accurate order fulfilment.

The role requires strong analytics, stakeholder management, and experience in end-to-end supply chain processes, including

Qualifications

• Excellent influencing and interpersonal skills.
• Strong communication and presentation abilities.
• Numerate with statistical and analytical capabilities.

Responsibilities

• Deliver customer collaboration roadmap and manage relationships with GT customers in India/Middle East.
• Drive service metrics (CFR, OTIF) and cost-to-serve initiatives.
• Collaborate with planning, logistics, and commercial teams to optimize replenishment and forecast accuracy.

Skills

Influencing & partner engagement

Communication skills

Analytical skills

Tools

SAP APO

Job description

Job Description :Job Title : Customer Collaboration ManagerLevel : 5AAbout usWith 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 complexityThe 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 overviewDeliver our customer collaboration roadmap through:Managing the customer relationship to deliver on target service metrics and optimise route to market for our key India and Middle East customersWork 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 creationEnsure CS team and customers execute range changes and innovations flawlesslyCo-ordinate necessary in market re-work requirementsEnsure 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.)Deliver the value creation agenda for Global Travel through:Ownership and delivery of Customer projects to drive cost, efficiency and productivityImplement cost to serve processes with key accounts to reduce end to end costs and simplified replenishment modelsReview our existing RTM’s/network by region and identify opportunities to simplify/codifyPartner with Global Brands Supply on future tramlining initiatives, own the proposal, commercial alignment and implementationDefine and implement process for ongoing portfolio management to deliver simplified assortmentTop AccountabilitiesDrive improvement in key service metrics for GT Customers within RegionOwns and develops relationship with GT commercial teamsManage GT Inventory levels ensuring SLOB management in controlCollaborate with the Market planning & operations export team to ensure OTIF supply for GTPartner with Planning and Logistics teams, & customers to identify and implement cost to serve opportunities including INCOTERMS reviews and impact to payment termsWork closely with central Planning functions to deliver all customer metrics & manage in month demand fluctuations closely with Commercial, Customer, Planning & FinanceResolve customer specific Supply Chain issues to minimise service & availability disruptionCustomer service: Ensure brilliant partner management with and own GT improvement agenda with CS teams in your regionProvide key account insights to demand planning as input to the monthly cycle – changes to customer sourcing/SC’s, concession changes & customer consolidationWork 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 customersKey MetricsMarket Share / NSV growthService As Measured By Customer (SAMBC)Case Fill Rate (CFR)OTIF (On time in full)Lead time to deliveryCOGS (meet reduction targets)IBP (Forecast accuracy & Bias) reporting increase visibilityQualifications and experience requiredExcellent influencing, partner engagement and interpersonal skillsExceptional communication skills – verbal, written and presentationSolid understanding of end to end supply chain operational processes e.g. DRP, MPS, inventory, conversion, logistics and customer serviceExperience in customer collaboration within a supply chain environmentNumerate with broad statistical, analytical skills and attention to detail3 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 preferableCustomer service / Planning / Logistics experienceOrder management and SAP ReportingWorking with UsFlexibility 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 :RegularPrimary Location:GurugramAdditional Locations :Job Posting Start Date :2026-09-11