Manager – E2E Commercial

Job Title: Manager - E2E Commercial

About the Function:

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.

Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the team:

About the role: (TE)

Context/Scope:

About DIAGEO

DIAGEO is a global leader in beverage alcohol, with an outstanding portfolio of over 200 brands enjoyed in more than 180 countries. We are home to over 30,000 talented individuals who work together to make DIAGEO one of the world's most admired and respected consumer goods companies.

Walk into any DIAGEO distillery, brewery, or office, and you'll find passionate teams who take pride in what they do and enjoy doing it.

About Diageo Enterprise Operations

DIAGEO Enterprise Operations delivers a wide range of financial and business services to markets and functions across the globe. Over time, these services have significantly expanded in both scale and complexity, evolving to support higher-value, end-to-end processes.

With a strong focus on standardized process excellence, DIAGEO Enterprise Operations is driving world-class productivity, agility, and growth-empowering our markets to focus on strategic priorities and win in their respective spaces.

Our operations are anchored in five global service centers: Budapest, Bogot, Manila, Bangalore, and Gurgaon. Each hub hosts a Sell to Cash (STC) Service Delivery team, dedicated to delivering STC services to specific markets within the End-to-End Commercial Tower.

Sell to Cash (STC) and Customer Experience- Gurgaon

The Customer Experience stream is an integral part of the STC process and serves as the one face to the customer. This team is the first point of contact for our customers and plays a pivotal role in delivering a seamless and professional experience across all interactions.

STC Gurgaon by the numbers:

• Serves 25,000 customers
• Manages 400,000 orders annually
• Drives the collection of 9 billion in revenue per year

Purpose of Role:

The STC Customer Experience team serves as the first point of contact and the unified one face to customers, ensuring a seamless and consistent experience. The team is accountable for delivering exceptional customer service, with a focus on fulfilling all customer orders accurately and efficiently - on time and in full (OTIF).

In addition to order fulfillment, the team plays a critical role in maximizing cash flow and minimizing aged or bad debt, while providing strong support to both customers and in-market finance teams. Their responsibilities also include ensuring timely processing of customer spend payments and the daily execution of key network logistics activities to support end-to-end operational excellence.

Required capabilities:

. Interpersonal Excellence

• Mastery-level interpersonal and communication skills with a high level of assertiveness
• Proven ability to build and maintain strong relationships with customers across multiple markets and with senior stakeholders
• Active team player who consistently supports colleagues and contributes to team success
• Demonstrates a consistently positive, can-do attitude

. Customer-Centric Mindset

• Deep commitment to customer service and care
• Effectively prioritize customer issues, drawing on customer insights to inform decision-making
• Demonstrates ownership by driving issues to resolution, escalating when appropriate
• Continuously seeks feedback and uses it to improve service delivery
• Gathers and applies detailed knowledge of customer and market specifics to enhance performance

. Leadership & Team Development

• Role model of DIAGEO's Values and Leadership Standards
• Demonstrates deep personal accountability and ownership for delivering high performance
• Energizes and motivates the team, even during heavy workload periods (4-5 months per year)
• Displays strong self-awareness, recognizing personal strengths and areas for development
• Actively commits to growing personal and team capabilities for the benefit of self, the team, and DIAGEO

. Planning and Execution

• Applies structural and strategic thinking to short- and mid-term planning
• Manages resources effectively, including during peak periods
• Identifies and executes on opportunities for market migrations to Budapest
• Delivers productivity savings and long-term process improvements, with impact extending beyond the immediate area

. Decision-Making & Risk Management

• Balances strategic oversight with attention to operational detail
• Makes informed decisions by leveraging accumulated knowledge and understanding of business priorities
• Takes ownership for risk management and ensures controls are understood and followed across the team

. Performance & Insights

• Accountable for end-to-end performance reporting for own area, including:
  • Market-level reporting
  • Risk and CARM reporting
  • KPI performance insights (Cash and Service)
  • Customer expectation alignment
• Utilises tools and systems such as ARIS, DORA/Cash Cube, SAP, and Salesforce to drive insight generation and performance tracking

. Enterprise Contribution

• Demonstrates unwavering commitment to Diageo's total success - always acting as One Diageo
• Seeks and drives service improvements continuously, both within and beyond the immediate scope
• Leads by example through consistency, accountability, and alignment to business objectives

Top Accountabilities:

1. Customer Service Excellence & Debtor Management

• Lead the team to deliver best-in-class customer service and achieve top-tier results in TAG (or equivalent) customer satisfaction surveys
• Ensure premier debtor management and cash collection in line with agreed terms
• Strive to reduce returns and refusals, while improving customer satisfaction and operational efficiency
• Position DIAGEO as the benchmark for customer service among our partners and customers

2. Customer and Market Understanding

• Maintain deep knowledge of customer and market needs to effectively support business operations
• Serve as a key advocate for the customer within internal discussions and decision-making processes

3. Service Level Improvement & Risk Mitigation

• Drive continuous improvement in service delivery through close collaboration with internal teams and external collaborators
• Identify early warning signs of service or financial risk and proactively flag issues to management and markets
• Lead or support crisis management efforts during peak periods to minimize the impact of capacity constraints, delivery disruptions, or stock outs

4. Stakeholder Management & Communication

• Build and maintain strong, collaborative relationships with key stakeholders, including Sales, Finance, and Supply Chain Directors (L2 and L3 stakeholders)
• Provide regular performance reports with actionable insights and proactive risk identification
• Partner across functions and geographies to align on goals, share learnings, and resolve challenges

5. Talent Development & Team Leadership

• Hire, train, motivate, and continuously develop team members to build a high-performing, engaged team
• Ensure robust succession planning and knowledge retention within the team
• Coach new joiners and create an environment of continuous learning and development

6. Cross-Functional Partnership

• Collaborate with other STC functions and processing teams to drive operational excellence across the end-to-end value chain
• Share best practices across STC hubs to maintain quality, standardization, and innovation
• Actively contribute to DIAGEO's control and compliance agenda

Measures of Success (both team and individual targets)-

• Collection Past Due % - decreasing trend
• DPD (Debt Past Due) %- decreasing trend
• CTT (Collection to Term) % - increasing trend
• Number of disputes and time to resolve
• Customer Deduction Management
• AOT (Average Order Touches) reduction till target is reached
• Continuous drive to improve WADTC (Weighted Average Days to Collect)
• Customer satisfaction, outstanding TAG survey results

Qualifications and Experience Required:

Essential

• Excellent, proven customer service attitude
• Fluent language skills - as required for the specific markets
• Solid English language skills - company language
• Outstanding interpersonal and communication skills
• Outstanding stakeholder management and influencing skills
• Strong MS Office knowledge
• Strategic thinking and long-term planning
• 3-5 years of proven line management experience

Desirable

• Prior experience in Customer Service and Credit Control along with Process improvement
• College or University degree
• System skills (SAP knowledge)

Barriers to Success in Role (Optional):

• Insufficient customer service skills / mindset
• Not interested in customer service, sales or logistics
• Lack of accuracy, attention to details
• Insufficient language capabilities
• Inability to work as a part of a team
• Insufficient communication skills (face-to face / phone / written)
• Inability to co-ordinate, energize, motivate a team
• Cannot see the big picture, only focused on operational details

Flexible Working Options:

• Agile working according to the policy

Experience / skills required: (TE)

Flexible Working Statement: Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Rewards & Benefits Statement: (TE)

Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Ourambitionistocreatethebestperforming,mosttrustedandrespectedconsumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired Then this may be the opportunity for you.