Customer Service Head

Job Description

Customer Service Head

Join Diageo's Supply Chain and Manufacturing team as a Customer Service Head. This role involves leading and managing the market-specific supply organisation, serving as the face of Supply Chain and Procurement to customers, General Manager, and the Executive Team.

About This Role

The Customer Service Head is accountable for making Diageo the #1 supplier in the Advantage Survey within the TBA peer group and within the top 3 within FMCG. This involves taking customer collaboration to the next level, delighting customers through operational excellence, and driving value through effective partnership with customers.

Responsibilities

• Lead, champion, and drive progress to win with customers through customer engagement and collaboration.
• Run the Market Logistics operation, ensuring the right service, cost, and compliance.
• Serve as the key gatekeeper for Innovation and Brand Change projects.
• Lead the Supply Business Continuity Plan and represent the Supply function in the Risk Management Committee.
• Lead and coach the in-market supply organisation and key sponsor for ensuring the IBP process works to the right standards.
• Partner with other departments to deliver market KPIs, customer needs, and win.

Requirements

• Experience with direct operational accountability of delivery on outcomes in a market or group of markets.
• Proven track record working in a matrix organisation partnering with senior business leadership teams.
• Hands-on engagement, especially in Modern Retail, with demonstrated success in improving customer service.
• Hands-on logistics experience and multiple route-to-market experience.
• Minimum 12 years' experience working within progressive positions within the end-to-end Supply Chain function.
• BSc in Industrial Engineering, Operations Research, Supply Chain, Data Science/Statistics/Applied Mathematics, Economics. Additional MBA or MSc in Supply Chain Management or similar would be desirable.

Working With Us

• Flexibility is key to success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them.
• We recognise and value performance, offering our people a highly competitive Rewards and Benefits package.
• Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.