Assistant Manager, Commercial Experience Service Delivery

• Ability to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibility

• Role model the Diageo Values and Leadership Standards

• Ability to develop, motivate and energise a team even in difficult and workload heavy periods (4-5 months a year)

• Demonstrate deep personal accountability for great performance

• Move effectively between strategy and operational details

• Demonstrates unwavering accountability for Diageo's total success - we are 'one Diageo'

• Demonstrate self-awareness and know strengths and development needs

• Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

•

o Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

o

§ Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

Top Accountabilities:

• Managing a team of 8-10 to reach best-in-class customer service and order fulfilment. Ensure that Diageo is considered the best Customer Service provider of our partners

• Act as the key operational support to the Customer Experience Manager, monitoring STC KPI performance and identifying opportunities to increase efficiency

• Deep understanding of customers' and markets' needs and fully support successful business operation within own area

• Build brilliant working relationships within the Commercial Experience department to support the area

• Support wider Commercial Experience Team with deep dive analysis on key KPIs - AOT, Touchless Orders%, Disputes%, CFR, OTIF.

• Prepare input material for the Market Performance Review calls, including KPI performance commentary

• Maximising customer satisfaction level, support reduction of the cost of returns and refusals by implementing reviews and controls

• Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment

• Building strong relationship with stakeholders, customers, sales and logistics functions with special focus on L2 and L3 stakeholders, such as Sales, Finance and Supply Chain Directors

• Reporting towards key stakeholders with deep insight generation and early risk flagging

• Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

• • Crisis management in peak periods if needed - mitigate the risk related to capacity and delivery issues and out of stock situations

• Hiring, training, motivating and constantly developing the right people within his/her team to build an excellent, high performing team with a robust succession plan

• Coaching newcomers and ensure knowledge management and retention

• Act as first escalation point for team members for day-to-day issues on behalf of the GB Customer Experience Manager

• Partnering with other parts of the business - both externally and internally

• Sharing best practise between STC teams to ensure continuous quality and to create possibilities for improvement

• Playing an active part in Diageo's control agenda

• Support other STC functions and processing activities

• Ensure that there is good communication and feedback with 'enabling' teams such as STC Process Excellence, STC Governance, Financial Control, Information Systems and Facilities

Measures of Success:

• Average Order Touches (AOT)

• Touchless Orders%

• Return and refusal %

• Order Entry Accuracy% (OEA)

• Number of disputes and Time to resolve

• Customer Deduction Management (unidentified and rejected deductions)

• Customer satisfaction

Qualifications and Experience Required:

Essential

• Excellent, proven customer service attitude

• Fluent language skills - as required for the specific markets

• Solid English language skills - company language

• Outstanding interpersonal and communication skills

• Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

• • Strong MS Office knowledge

• Strategic thinking and long-term planning

•

o Commit to grow own capability and experience to the benefit of him/herself, our people and Diageo

o

Desirable

• Prior experience in Customer Service and Logistics

• College or University degree

• System skills (SAP knowledge)

Barriers to Success in Role (Optional):

• Insufficient customer service skills / mindset

• Not interested in customer service, sales or logistics

• Lack of accuracy, attention to details

• Insufficient language capabilities

• Inability to work as a part of a team

• Insufficient communication skills (face-to face / phone / written)

• Inability to co-ordinate, energise, motivate a team

• Cannot see the big picture, only focused on operational details

Rewards & Benefits Statement: (TE)

Flexible Working Statement:

Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Diversity statement:

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.

We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

Client-provided location(s): Bangalore, India

Job ID: Diageo-JR1120251

Employment Type: FULL_TIME

Posted: 2026-01-28T18:56:58