Manager- Customer Experience & Queries

Job Description :

Manager - Customer Experience (Queries)

Global Business Services | Order-to-Cash (O2C)

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments - from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life’s moments mean a little more.

About the Function

Global Business Services (GBS) is where Diageo runs and transforms its core commercial and financial processes at scale. Within GBO, the Order-to-Cash (O2C) team owns the end-to-end journey from customer order through to cash collection - and the customer experience that surrounds it.

Customer Experience (Queries) sits at the heart of that journey. When a customer raises a query, dispute or claim, how quickly and cleanly we resolve it shapes their trust in Diageo and the cash we collect. This team is accountable for resolving customer queries at pace, removing the root causes behind them, and raising the service bar across markets.

It’s a space that blends operational delivery with transformation - where you improve today’s service while redesigning tomorrow’s, and see the impact of your work on both customers and the P&L almost immediately.

About the role

As Manager - Customer Experience (Queries), you are the expert owner of customer query, orders, dispute and claim resolution across your markets, and a driving force behind improving and transforming how that work is done. This is an individual contributor role: you are accountable for service performance - speed, quality and customer satisfaction - and for reducing the volume and root causes of queries over time.

Key responsibilities:

• Lead the end-to-end transformation of Order-to-Cash and customer service across people, process, technology and data - lifting service levels and reducing cost-to-serve across markets.
• Own process and technology solution transformation from design and business case through build, deployment and adoption, ensuring measurable service and efficiency gains.
• Drive continuous-improvement initiatives that embed a culture of ongoing improvement across query, dispute and claim resolution.
• Identify and eliminate the root causes of recurring queries, partnering with upstream O2C, master data and commercial teams to fix them at source.
• Use data and insight to track performance, prioritise improvements and report to senior stakeholders.
• Act as a subject-matter resource for the team on query-resolution best practice, helping embed standard ways of working as the market footprint grows.

Experience / skills required

Essential:

• 10-12+ years' experience in Order-to-Cash, with deep end-to-end process knowledge.
• Proven track record of delivering transformation and change in an O2C or shared-services environment.
• Experience managing senior stakeholders across multiple markets.
• Strong analytical, data-driven approach to performance improvement.
• Excellent communication and stakeholder-influencing skills.

Preferred:

• Lean / Six Sigma qualification, or demonstrable process-improvement experience.
• Customer service, query or dispute-management experience.
• Experience operating across multiple international markets.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package.

Diversity statement

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives - challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment Scam Warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we’ll never ask for money.

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