About the role: (TE)
Context/Scope:
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 DIAGEOs Values and Leadership Standards
- Demonstrates deep personal accountability and ownership for delivering high performance
- Energizes and motivates the team, even during heavy workload periods (45 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 Diageos 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 DIAGEOs 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
