Senior Analyst- Commercial Experience

Diageo; Gurgaon; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Diageo is a global leader in beverage alcohol with an extensive brand portfolio and a vast footprint across markets. The Commercial Experience Tower drives processes that enable us to transact with customers and distributors, ensuring service excellence and timely, accurate solutions.

The role focuses on managing customer relationships, order fulfilment, and data accuracy within the Global Business Operations framework, working with SAP-enabled processes to support 3PLs, Sales, and Supply.

Qualifications

• Build strong relationships with Customers.
• Deliver excellent customer service and communication.
• Own order fulfilment and timely responses.

Responsibilities

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate recurring issues (service, dispute, data or technical related).
• Proactive out of stock management, involve Customer to the decision by offering alternatives.
• Manage Customer initiated order amendments in SAP.
• Take ownership of incoming queries from Customers related to orders.
• Update customer master data details and knowledge book regularly.
• Manage strong relationship with Customers, In-Market.

Skills

Relationship building

Customer service

Interpersonal communication

Order fulfilment ownership

Customer satisfaction

Customer knowledge

Task prioritization

Promise fulfilment

Proactive mindset

Ownership & entrepreneurship

Self-confidence

Feedback responsiveness

Team player

Tools

SAP

Job description

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:
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 centers 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 centers 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 standardized, 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 (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.

Purpose of Role

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

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 prioritize 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

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 Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers related to orders
• Raise and respond to Internal Queries on time as appropriate
• Update customer master data details and knowledge book regularly
• Manage strong relationship with Customers, In-Marke