About this role
Senior Analyst, Commercial
Experience
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Service Delivery
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Diageo is a global leader in beverage alcohol with an outstanding collection of brands enjoyed in more than 180 countries. We are home to over 30,000 talented people working to make Diageo one of the best and most respected consumer product companies. Global Business Operations (GBO) is the architect and driver of processes and business services critical to the day-to-day performance of our business, providing standardized financial and business services from centers in Bangalore, Budapest, Bogota and Manila. The Commercial
Experience
- Tower focuses on processes that allow us to transact with customers and distributors, ensuring standardized, smooth, and efficient operations across markets and customers. We aim to deliver timely, accurate solutions and positive interactions with our teams, driving debtors performance, information, insight and capability to support cash flow and NSV targets.
Role overview:
- The Commercial
Experience
- Tower handles processes related to pricing setup, credit limit and payment term approvals, order capture, order and invoice resolution with 3PLs, sales and supply, cash collection, and management of promotional invoices.
- The role emphasizes driving On Time In Full and TAG results through strong business partnering with Customers, In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.
- The role deals with around 25,000 customers, ~400,000 orders, and approximately 9 billion GBP annual base in value, contributing to customer satisfaction through service excellence.
Key responsibilities
- Schedule and lead regular communications with customers and sales to drive customer satisfaction and address recurring issues (service, disputes, data, or technical).
- Proactive out-of-stock management, involving customers in decision making when offering alternatives.
- Manage customer-initiated order amendments in SAP.
- Own incoming customer queries related to orders and respond to internal queries promptly.
- Update customer master data and knowledge resources regularly.
- Maintain strong relationships with customers, in-market sales, supply chain, commercial finance, 3PL and process excellence teams.
- Promote CARM (Sarbanes Oxley) control agenda.
- Provide reporting to support customer communications and root cause analysis.
Key performance indicators:
- On Time & In Full order delivery
- Average order touches
- Touchless orders percentage
- Return and refusal percentage
- Order entry accuracy
- Customer satisfaction
- Number of disputes and time to resolve
Experience and qualifications:
- Essential: proven customer service orientation, excellent interpersonal and communication skills, fluent language skills as required for the market, solid English proficiency.
- Desirable: prior order management experience, college/university degree, financial knowledge, experience with Commercial Experience processes, knowledge of internal and external business partners, strong product knowledge, good MS Office skills.
Personal attributes:
- Ability to build strong customer relationships and deliver excellent service
- Ownership and entrepreneurial mindset with proactive issue resolution
- Ability to work independently with resilience and a proactive, can-do attitude
- Strong prioritization, responsiveness to feedback, and teamwork orientation
Work environment and flexibility:
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Flexible working options to cover the served market and a culture that supports wellbeing and balance
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Competitive rewards and benefits
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Commitment to diversity and inclusion, learning and development, and making an impact across the organization
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Note: The organization emphasizes safeguarding candidates and ethical recruitment practices. All communications regarding applications originate from official Diageo domains, and there are no requests for money during the process.