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Role Overview & Mandate
Executive Summary
Job Description : Job Title: Customer Operations Junior Manager Location: Belfast Contract Term:...
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Job Description :
Job Title: Customer Operations Junior Manager
Location: Belfast
Contract Term: 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. 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.
About the function
This role sits within the Sell to Cash (STC) team, which is part of the E2E Commercial Tower and reports to the STC Manager for Ireland.
About the Role
This role is responsible for driving efficiency and effectiveness in all “frontline” Customer Service roles through standardisation and automation of processes, in addition to being responsible for analysis and insights to drive step change in end to end service. In order to be successful in this role, the holder must have core functional Sales To Cash skills, an in-depth appreciation of the trading environment across Ireland, the ability to digest data and present solutions for the business. The role operates across THT and OT channels in IOI and is a primary interface with Sales, Quality, logistics, Customer service and Credit and Global STC focused on delivering a holistic Customer experience through joined up ways of working and customer centric tools.
- Create meaning, pride and belief for others through Diageo’s purpose
- Inspire teams to take entrepreneurial risks; encourage and recognize learning
- Build trust and respect in Diageo through open and honest relationships
- Celebrate frequently the impact of living our purpose Invest in Talent
- Build and coach diverse teams to unlock performance and growth
- Create an inclusive environment where everyone can be at their best
- Externally focused on the Customer Service strategy
- Project Management
- Process Improvement
- Inspire and motivate - Leads the team by example and holds people in the team to account to provide customer service excellence
- Play a pivotal role in a variety of strategic projects across Sales, Quality, logistics, E2EC to enable optimal customer centric approach
- Support STC manager identifying root causes for business related issues, recommend solutions to improve overall satisfaction
- Manage Customer Service BPM reporting
- Develop a high-performance culture through ongoing coaching and mentoring of individuals and the team. • Shape an agile, effective, motivated Customer Service team, building core capabilities in the changing world of Customer Service.
- Make recommendation for driving costs out of the business based on standardisation and analysis
- Understands the CARM and audit framework, understands the design process, reports on and resolves any control weaknesses
About You
- 5 GCSE grade A-C including Maths and English minimum
- 3rd level education is essential
- at least 5 years in a Customer Service Management or Credit Management role in a similar FMCG organisation, or a business services or contact centre environment.
- Project Management experience is helpful
- Strong passion for developing people with a proven ability to consistently deliver high quality results is required
- Strong systems capability is required, preferably SAP and Salesforce, Excel and PowerPoint.
- Ability to develop and sustain relationships with key stakeholders
- Strong analytical skills and ability to draw insights and make recommendations
- Experience of decision making and ability to influence cross functionally in a customer and commercial facing role is require
Benefits of working here
- Unique Family Leave opportunity
- We work without border - you will work with people from all over the world
- You will deal with world class brand portfolio
- Wide variety of thematic events, after work activities organized by employee communities
- Product Allowance to purchase company products from the staff shop
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.
We know 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.
Flexibility is key to success in our business and many of our staff 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’tlet anything stop you from applying.
Worker Type :
Regular
Primary Location:
Capital House
Additional Locations :
Job Posting Start Date :
2023-04-13
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