Senior Analyst - Commercial Experience & Service Delivery

Diageo India Pvt Ltd; Gurugram District; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

Rewards and Benefits package

Job summary

Diageo India Pvt Ltd seeks a Senior Analyst in Commercial Experience Service Delivery to strengthen the Global Business Operations function. The role is the main liaison for customer inquiries and logistics coordination, ensuring timely, accurate service and strong customer satisfaction.

You will collaborate with internal teams and 3PL partners to resolve issues, monitor OTIF performance, and support continuous improvements while upholding internal controls in a fast-paced, global environment.

Qualifications

• Essential Fluent English.
• Strong interpersonal and communication skills.
• Strong MS Office knowledge.
• Desirable College or university Degree.
• System skills (SAP knowledge).

Responsibilities

• Serve as the first point of contact for customers, including EDI and external service providers, ensuring timely, accurate responses.
• Deliver high-level customer service and ensure on-time, in-full shipments.
• Follow up on customer queries and resolve issues according to SLA and internal controls.
• Contribute to continuous improvement of the Cash Cycle process and related logistics activities.

Skills

Fluent English

Interpersonal skills

MS Office

Customer service orientation

Market/customer awareness

Education

College or university degree

Tools

SAP knowledge

Job description

Senior Analyst, Commercial Experience Service Delivery 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

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It's a truly global environment, where collaboration across time zones and cultures is part of everyday life. You'll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It's a great place to learn, grow and see the bigger picture.

About the role

The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC's, 3rd party service providers (warehouse) and ABSC teams and acts as the link between Cash Cycle Department and contacts outside GDBS Cash Cycle. Responsible for delivering high-level customer service and ensuring on time, in full shipments. To ensure that all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA. To contribute ideas, energy, enthusiasm and support to the continuous improvement of the "Cash Cycle" process. To ensure that internal control procedures are strictly adhered to. Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target. Logistics Advisor tasks can also be relevant in specific markets ( eg. Proactively manage relationship with 3PLs, collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..) Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo, and to ensure smooth transition of new EDI customers.

Diageo Capabilities

• Excellent interpersonal and communication skills with stakeholders
• Deliver on promises
• Accuracy and attention to details
• Looking for and responding to feedback
• Good knowledge of customers and market specifics
• Generating ideas for issue resolution and service improvement
• Positive 'can do' attitude
• Taking ownership for resolution, escalates where necessary
• Ability to build great relationships with customers
• Understand and comply with controls in own area
• Good team player

Qualifications and Experience Required

• Essential Fluent English
• Strong interpersonal and communication skills
• Strong MS Office knowledge
• Very strong customer service attitude
• Desirable College or university Degree
• System skills (SAP knowledge)
• Having an overview of market and customer specifics

Flexible Working Options

Flexible Working Options: Flexible 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:

Primary Location: Gurugram