Customer Operations Lead
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. Our purpose - Celebrating life, every day, everywhere - has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.
Global Travel is a multi-market, multi-channel and multi-currency business operating in airports, cruise & ferries, military bases, border shops, airlines, free trade zones, and distributors. Global Travel has a global remit, operating as a market within the distinct channel of Travel Retail (TR) and is structurally organized to ensure our key customer facing roles are near our key customers.
Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the world's very best people.
Feel inspired? Then this may be the opportunity for you.
About the team
As part of the Global Travel Supply team, you'll play a pivotal role in driving the supply chain performance to support meeting the ambition of being the number 1 supplier in Global Travel. You will be responsible for delivering outstanding end-to-end value across our supply chain and partnering cross functionally to drive the Global Travel strategy.
About the role
This role sits in the GT Supply Customer Operations team and reports to the Customer Operations Manager. The role is responsible for the effective running of the Supply Operations for ANZ and will support in managing the day-to-day Supply Chain and order fulfilment into customers. The role will implement tasks involving logistics, allocation management, portfolio and inventory management across ANZ customers. Collaboration is key and includes partnering with Commerical, Customers, Customer Service, Planning and Logistics teams.
The Customer Operations lead owns all tasks related to the effective and seamless delivery of volumes into customers and delivery of key Improve projects as part of our ambition to become the number 1 Supplier in Travel Retail through Customer Collaboration and Supply Chain Excellence. In this role, you will represent GT Supply in the ANZ region to ensure effective delivery of this $25m region for GT. This involves:
- Leading the Supply Chain outputs from the demand plan to fulfilment to maximize customer satisfaction and CFR
- Working directly with Commercial teams to ensure day to day delivery of operational needs and to be supply point of contact for the region
- Working closely with Planning to deliver all customer metrics and handle in month demand fluctuations closely with Commercial, Customer and Planning
- Ensuring brilliant stakeholder management and partner with customer service teams to drive service and the GT improvement agenda with Customer Service teams
- Driving problem solving and innovative solutions to ensure an agile supply chain for GT Supply and Customers
- Supporting Innovation and Renovation launches and requirement for the regions
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Top Accountabilities
Functional:
- Support monthly reporting for the regions, ensuring trends are highlighted and root caused to drive continuous improvement in the supply chain
- Commerical - support on monthly orders & understand any risk to fulfillment & problem solve with Planning & Logistics accordingly to ensure supply
- Customer - clear comms and collaboration with customer to drive service and efficiencies
- Planning & Logistics - partner with the teams to ensure delivery of the RUN elements of the GT business
- Customer Service - Work closely to understand order status to handle NSV month to month, support engagement with Planning, Logistics and Commercial and drives improvement areas with Customer Service Teams
- Demand Planning - support GT IBP and be lead contact for GT Demand planning team in ANZ
- Handle GT Inventory levels ensuring SLOB management to support cost and cash
- Support order management and supply for ANZ customers
Ideal experience / Qualifications / capabilities
- Relevant supply chain experience
- Outstanding ability to build and manage relationships
- Holistic skills across all Global Supply Chain & Procurement pillars
- High expertise in dealing with ambiguity, complexity and working within
A fast-paced, entrepreneurial and matrixed environment
- Proven brilliant execution to high standards
- Deep personal accountability for great performance
- Strong end to end supply chain FMCG understanding
- Experience of working with and leading diverse teams indirectly
- Experience in governance, brand change, manufacturing, logistics and planning preferable.
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. Talk to us about what flexibility means to you and we'll work together so that you're supported from day one.
We recognize 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.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K)
- Pension
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Woman founded/led
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