Customer Service Market Support Manager

Who are we?

While the name Diageo may be unfamiliar to you, our brands have most likely been with you while you create unforgettable moments of connection and celebration. Imagine crafting the future some of the most well-loved spirits brands across the world, including Smirnoff, Johnnie Walker, Bundaberg Rum and building possibilities within growing brands such as Don Julio, Ciroc, Ello and Aviation Gin. By joining Diageo Australia, you will inspire an exceptional team around you, with offices and teams working from 8 locations across Australia, to build incredible performance and unleash your own potential.

What will your role be?

As our Customer Service Market Support Manager, you'll be the vital link between Diageo's Australian business, our customers, and our offshore Global Customer Service teams. Every day, you'll help create a smooth, connected experience for our customers; championing communication, solving problems before they escalate, and ensuring our retail and on-premise customers feel supported, informed and valued. This is a role where your ability to build trust, navigate complexity and keep people aligned will shape how we show up for some of the country's biggest retailers and partners.

This role is far more than managing service delivery. You'll play an integral part in elevating Supply Chain excellence across the market. From guiding fulfilment conversations, co-leading supply tier discussions, coaching our offshore teams, and ensuring our service metrics tell a story of continuous improvement. Whether you're proactively communicating delays, exploring smarter system solutions, improving CRM processes, or contributing to joint business plans, you'll help us remain a reliable, future-focused partner in a rapidly evolving landscape. If you're energised by creating structure, driving collaboration and delivering customer experiences that set a new standard, this is the place to make an impact.

What does this role look like for you?

• Deepen your customer partnership skills by building strong, trust-based relationships and representing global teams in regular customer connects that influence service excellence.
• Strengthen your ability to anticipate and solve problems by proactively communicating order, delivery and system updates, turning potential issues into opportunities for stronger customer confidence.
• Elevate your analytical and storytelling capabilities as you create and present clear, impact-driven reporting across CFR, OTIFNE, SAMBC and customer service metrics that shape internal and external decision-making.
• Grow as a cross-functional collaborator by contributing to and leading when needed Supply Tier forums, helping drive fulfilment outcomes, priority alignment and seamless execution.
• Build your continuous improvement toolkit by identifying process streamlining opportunities, managing key global team forums, and recommending long-term solutions such as CRM enhancements, automation and smarter reporting.
• Develop your leadership and coaching capability through AU market knowledge sharing, communication upskilling programs and mentoring support that lifts capability across our global operations teams.

• A relevant tertiary qualification in Business, Communications or a related field, supported by a strong foundation in customer engagement and service excellence.
• Five years' experience in a customer service or helpdesk environment, ideally with exposure to offshore teams or cross-border collaboration within an FMCG, Consumer Goods or Retail environment.
• Confidence working with CRM platforms and reporting tools, with the ability to translate data into clear insights that drive decision-making.
• A track record of delivering strong customer satisfaction outcomes - from high feedback scores to improved first-contact resolution rates.
• Demonstrated ability to reduce issue resolution times through proactive communication, structured problem-solving and continuous follow-through.
• Experience identifying and implementing process improvements, with measurable impact on reporting accuracy, team efficiency and customer experience.