Job Title: Customer Experience Lead - E-Commerce
Location: Budapest
Contract terms: Permanent
About us
Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of ambitious individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.
About the Function
Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and hardworking people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.
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Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and encouraging culture.
About the role:
The DBS E-Commerce Lead will be responsible for running the Amazon E2E service delivery - credit control, customer service, order set up, cash and billing, having conversations with Amazon's Accounts Payable teams and back office across Europe and business partnering with the relevant Commercial leaders and account managers.
The aim of the role is to implement standardized structure and WoW for all markets as well as working on aged debt items and decrease the number/amount of deductions, charges and withheld payments.
They will be a critical support to the STC Europe Leads to supervise KPI performance, ensure the delivery of efficiency programmes and enable the smooth and coherent operation of the overall department. The DBS E-Commerce Lead will engage with the Customer Experience, Process Perfection, Customer Service and Credit Control teams.
- Great communication and engagement skills, at all levels of the business.
- Can demonstrate good critical thinking linked to performance insight, but also a productive mentality
- Deep analytical skills
- Finding solutions to all problems demonstrating rigour and full ownership.
- Delivering on promises, holding yourself and others to account whenever Diageo control standards are not met, and Diageo values are not lived.
- Growing yourself and others via continuous feedback and coaching conversations
- Ability to coordinate, lead and engage those team members across Europe who are dealing with the day-to-day operations for Amazon
- Act as the key operational support for Amazon to the STC Europe leaders and teams, supervising STC KPI performance and finding opportunities to increase efficiency.
- Build brilliant working relationships within the Tower support their area
- Support STC Service Delivery Teams with deep dive analysis on key KPIs - Collection Past Due, Collection to Term, WADtC and OTIF.
- Act as first customer concern point for team members for day to day issues related to Amazon on behalf of the STC Europe Leaders.
- Support key efficiency and process improvement workstreams delegated by STC Europe Leaders.
- Support the STC Europe Leaders on day to day Market partner engagement. Ensure Market partner messaging is consistent.
- Ensure that there is good communication and feedback with ‘enabling' teams such as STC Process Excellence, STC Governance, Financial Control, Information Systems and Facilities.
- Prepare input material for the Market Performance Review calls, including KPI performance commentary.
- Engage with the Sell to Cash Capability Manager to articulate training and learning needs of the teams
- Ensure that we build phenomenal relationships with partners, customers, sales and logistics functions
- Ensure that Diageo is considered one of the best Customer Service providers by our customers
About you
- Consumer Goods Operational Process experience
- Prior experience in Credit Control
- Demonstrated track record of leadership within a complex business
- Critical thinking and analytical insight
- Ability to work across organizational boundaries
- College or university Degree
- Speaks fluent English
- Excellent interpersonal, communications and relationship building skills
- Ability to deal with ambiguity
- Excellent, proven customer service attitude
Benefits
- Unique Family Leave opportunity
- We work without border - you will work with people from all over the world
- You will deal with extraordinary brand portfolio
- Wide variety of thematic events, after work activities organized by employee communities
- Product Allowance to purchase company products from the staff shop
- We won the Fittest Workplace Award, of course we have a Gym
- Urban legend is true, we do have a Rooftop Bar
Flexibility
This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don't let anything stop you from applying.
Diversity statement
Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
Weknow that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.