Senior Analyst - Commercial Customer Experience

Diageo India Pvt Ltd; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Diageo India Pvt Ltd in Gurugram seeks a Senior Analyst for Commercial Customer Experience to drive customer satisfaction through robust order management, data accuracy, and proactive issue resolution. You will work with Sales, Supply Chain, and Finance to ensure efficient service and timely responses in SAP environment.

The role emphasizes relationship building, communication, and ownership of customer data, with a focus on global processes and performance metrics.

Qualifications

• Essential excellent and proven customer service attitude.
• Excellent interpersonal and communication skills.
• Solid English language skills – company language.
• Desirable college or university degree.
• Financial knowledge and commercial process understanding.
• Working knowledge of MS Office applications.

Responsibilities

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction and resolve issues.
• Proactive out-of-stock management and customer-aligned decision making.
• Manage customer inquiries and order amendments in SAP.
• Maintain accurate customer contact details and event logs; support root-cause analysis.

Skills

Customer service

Interpersonal skills

Communication skills

English proficiency

MS Office

Financial knowledge

Commercial knowledge

SAP HANA

Education

College or university degree

Tools

SAP HANA

Job description

Senior Analyst, Commercial Customer Experience Job Description : Context/Scope

Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries. We are home to over 30,000 talented people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you’ll meet teams of people who are very good at what they do and who enjoy doing it.

Global Business Operations (GBO) is the architect and driver of processes and business services that are critical to the day-to-day performance of our business. We provide a wide array of standardized financial and business services to Diageo’s markets and functions from our global network of centres in Bangalore, Budapest, Bogota and Manila. As we continue to evolve to meet the expectations of our stakeholders, we want everyone that receives GBO’s services – customers, suppliers, and employees – to choose Diageo because we are easy to work with. We are also determined to ensure that overall ‘GBO Experience’ of all our clients is a positive one – with timely and accurate solutions as well as effective and positive interaction with our teams.

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Warsaw, Madrid, Athens and Turin. We are passionate about making sure these processes are as standardised, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor’s performance as a business and will make sure we provide our stakeholders with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard.

We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management. We offer end-to-end services at a global scale in the following areas:

• Pricing set up to make sure we’re ready to trade
• Managing credit limit and payment term approval processes
• Order capture from customers and between group companies
• Driving order and invoice issue resolution with 3PLs, Sales and Supply
• Collecting cash from customers and group companies
• Managing, validating, and paying promotional invoices

Dimensions of the role Commercial Experience deals with approx. 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base. The role drives Customer satisfaction through service excellence.

Required Capabilities:

• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills
• Ability to take full ownership of order fulfilment
• Ability to drive Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritise own tasks building on knowledge of Customer’s business
• Ability to deliver on promises
• Proactive, solution-focused mind-set and positive “can do” attitude
• Ownership, entrepreneurial attitude – drives issue resolution, escalates where necessary
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player
• SAP HANA experience

Accountabilities:

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage phone orders and Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

Key performance indicators

• Number of disputes and time to resolve
• Average Order Touches
• Touchless orders
• % Return and refusal
• % Order Entry Accuracy
• Customer Satisfaction

Qualifications and Experience Required:

• Essential Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent language skills – as required for the specific market
• Solid English language skills – company language
• Desirable College or university Degree
• Financial knowledge
• Commercial Experience process knowledge and working experience
• Good knowledge of internal and external business partners
• Excellent product knowledge
• Good MS Office knowledge undefined undefined

Barriers to Success in Role (Optional):

• Insufficient customer service skills
• Insufficient language capabilities
• Insufficient communication skills (face-to face / phone / written)
• Inability to work as a part of a team
• Lack of accuracy, attention to details
• Difficulties in setting priorities
• Difficulties with demonstrating ownership
• Flexible Working Options: Cover working hours of served market

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 raising the bar 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

About the role: Experience / skills required: Working with us Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one. We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including: Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible. We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team. Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Job Details

Worker Type : Regular
Primary Location: Gurugram
Additional Locations :
Job Posting Start Date : 2026-09-11
Experience Level Senior Level