Senior Analyst- Commercial Experience Service Delivery

The Senior Analyst- Commercial Experience Service Delivery role is a part of the Global Business Operations (GBO) team, which plays a crucial role in providing strategic, financial, and business services essential for the everyday functioning of the business. With a dedicated team of over 2,000 individuals supporting 21 markets worldwide, the team has offices in Bangalore, Budapest, Bogota, and Manila. This expansive global exposure provides significant learning opportunities across various domains and encourages continuous skill development. The OTC (order to cash) Process managed by the GBO team handles interactions with 19,000 customers and 440 market contacts spread across 5 continents. The team operates 24/7 in 3 shifts, processing 192,000 orders, 480,000 billing documents, and 264,000 Direct Debits annually, collecting an average of 6 billion GBP per year from Diageo customers. Serving approximately 25 markets, the OTC Process caters to Diageo units or Hubs, each with unique trading structures and cultures, particularly in competitive economic environments like GB, North America, and Germany. The Senior Analyst in this role will be responsible for enhancing sales through order management and delivering high-quality customer service to agreed standards. Key accountabilities include collecting and entering orders, resolving delivery and pricing issues, managing promotional and malt stock allocations, and ensuring key performance indicator (KPI) delivery in areas such as AOT, OEA, and OTIF. The role entails building strong relationships with key customers, credit control teams, planning teams, and production plants, along with ensuring order management within set parameters by Brand Owners. Essential qualifications for this position include fluency in English, a strong customer service attitude, good analytical and interpersonal skills, problem-solving abilities, attention to detail, proficiency in Outlook and Excel, and being a team player. Desirable skills include previous customer service experience, familiarity with PC and system operations (SAP knowledge is advantageous but not mandatory), and knowledge of Spanish. The successful candidate will be proactive in order management execution, manage export documentation processes, act as a single point of contact for customers and supply, and ensure customer satisfaction levels and order entry accuracy are maximized. Cultivating a credible relationship through networking, influencing, and effective communication is paramount, along with providing visibility and necessary actions on orders versus forecasts. The role emphasizes the importance of flexibility, with options for part-time and compressed hours, different work locations, and various flexible working arrangements to support individual preferences. The company values inclusivity and diversity, striving to create a culture where everyone feels valued and can contribute meaningfully to the organization's success. If you are inspired by the opportunity to be part of a dynamic team that values continuous growth and development, this role may be the perfect fit for you. In case you require any reasonable adjustments during the application process, please ensure that this information is included when submitting your application. Join us in our mission to become one of the world's leading consumer products companies, transforming our business, expanding our brands, and shaping the future of consumer celebrations globally.,