Customer Delight Lead

Job Description : Please note this is a 12 month FTC About the Role: The Customer Delight Lead pays a critical role in shaping and implementing the Voice of the Customer strategy and program within the company. As Diageo, our mission is to Delight our Customers, every case, every day, everywhere. This role is part of the Global Customer Delight team of Diageo, a strong team which operates as a Centre of Excellence (CoE) within the company, developing and maturing customer collaboration capabilities across Markets, acting as custodians of Diageo’s service level towards our customers, driving to become the #1 Supplier in Total Beverage Alcohol. The Customer Delight Lead spearheads building effective connections across Markets, primarily with Market customer collaboration teams, Market commercial teams and regional Planning & Logistics teams, coaching and supporting each in developing customer specific plans to drive excellence in our relationships. This goes from daily operational performance with customers, all the way to out of stock reduction, collaborative forecasting, efficient logistics, and ultimately Joint Value Creation. By improving Service as measured by Customer and working on the customer feedback from external surveys (e.g. the yearly Advantage Survey), we aspire to become the best supplier. In addition, the Customer Delight Lead will partner closely with other CoEs such as the Global Commercial Team and the Global Digital Team, to design and implement standard methodologies around Diageo’s approach, across all route to market channels such as on-trade, off-trade, e-commerce. Dimensions: Global role, with a primary focus on Modern Retail and e-commerce. Interfaces: This role operates within a complex and evolving network with the following dimensions:

• All countries which participate in the annual AGS (about 20 countries across four Regions)
• All customers which are surveyed in the AGS, sharpening the focus on those covering 80% of $NSV.
• All SC&P interfaces (function, category)
• Global Commercial Team
• Global Digital Team
• Digital tools such as CFR and OTIF Qlik dashboards, relevant PowerBI dashboards, Amazon Vendor Central

Top Accountabilities:

• Co-accountability with Markets on customer feedback results as measured in external surveys, aiming to bring Diageo in the top three ranking across all Markets
• Drive a 20-25% increase in Service As Measured By Customer (SAMBC) coverage, and hit rate vs customer target of minimum 70%, by working closely with Market customer collaboration teams and commercial teams
• Lead the development of a supply chain collaboration agenda in top customers which are not included in external surveys (e.g. MTO primary customers), but which require attention in improving service level performance
• Design a Pan-EU/Global operational performance structure and cadence with our largest ecom customer, Amazon, to reduce OOS on Amazon’s platform to below 5% across all relevant countries
• Find opportunities to drive productivity & efficiencies by optimizing logistics trade terms with customers, in partnership with Market customer teams and the Global Logistics function
• Support the Global Head of Customer Delight in setting up a global account management approach with external providers of Voice of Customer feedback tools (e.g. the Advantage Group), and managing the external relationship
• Identify and implement automation opportunities, e.g. moving away from Excel scorecards and manual data collection from Amazon Vendor Central, to automated Business Intelligence solutions

Experience required/Skills/Capabilities Previous Successful Experience:

• External collaboration experience, meaning having directly worked with customers and/or suppliers in an operational, commercial or procurement role, and have improved the results.
• Significant experience showing progressive positions within the end-to-end Supply Chain function, across multiple fields, such as customer collaboration, planning, logistics & fulfilment, supplier management etc.
• Or otherwise significant experience within commercial roles dealing directly with the customer, conducting negotiations, joint business planning, regular joint performance review and implementing collaborative improvement projects with the customers
• Leading change across the value chain, through collaborative partnerships with customers and/or suppliers. Proven track record in designing, shaping and implementing a complex change agenda and transformative projects
• Has developed and successfully implemented strategies, preferable in the area of shelf out of stock or logistics cost.
• Experience in multiple routes to markets including e-commerce

Skills/Capabilities:

• Passion for delighting Customers
• Collaboration & influencing: Demonstrated ability to foster and maintain strong working relationships, and influence at all levels of the organisation. At ease working effectively with a diverse group of partners and cultures
• Excellent communication skills, both verbal and written, able to persuade using sharp storytelling backed by sound data and facts
• Analytical and critical thinking, comfortable using large data sets and applying robust data analysis to identify insights, trends, patterns
• Project management: demonstrated ability to effectively scope and structure a complex project, manage collaborators and get buy-in, plan milestones and deliverables, and deliver accordingly, while mitigating risks
• Digital dexterity: Knowledge of and hunger to automate and digitize manual efforts (e.g. from Excel scorecards filled in manually to automated dashboards in Business Intelligence tools)
• Connector of dots: Able to spot relevant connections to be made across partners, initiatives, frameworks and ideas, in order to optimize effort and foster learning
• Actively practices a growth mindset, able to stay curious, learn from set-backs and turnaround fast to achieve desired outcomes

Desirable:

• Experience with direct operational accountability for delivering outcomes in a market of a group of markets
• Working in a large, multinational CPG / FMCG
• BSc in supply chain, industrial engineering, data science/statistics/applied mathematics, economics, or business administration. Additional MBA or MSc in Supply Chain Management or similar would be desirable.
• Team Leadership: Demonstrated ability to lead, inspire and motivate teams.

Working with Us Flexibility is key to success in our business and many of our people work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this. We believe the most inclusive and diverse culture makes for a better business and a better world. We know that for our business to thrive and for Diageo to realise its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base. Join us, and youll be part of an organisation that embraces diversity in the broadest possible sense. This means that youll be welcomed and celebrated for who you are just by being you. Youll be part of — and help build — an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. And youll help us champion inclusion and diversity across our entire business: with our employees, our suppliers, across our brands, and within the communities in which we operate. About Us With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. Join us and you’ll collaborate, explore, and innovate. Challenge and be challenged. Together with passionate people from all over the world, you’ll build brands consumers love. We value each other and celebrate different perspectives. In our inclusive culture, you’ll have the backing you need to test new ideas and learn from them. Harness your passion and desire to grow as you make your mark. Let’s unlock a brighter, more exciting future together. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. To achieve this, we need the world’s very best people. Were looking for people with curiosity, creativity, boldness and a sense of purpose to take Diageo and our timeless, pioneering brands to the next level. Feel inspired? Then this may be the opportunity for you. #LI-Hybrid Worker Type : Regular Primary Location: Amsterdam Additional Locations : 1HQ Job Posting Start Date : 2024-02-14