Job Abstract

Diageo is a global leader in alcohol with an outstanding collection of brands including Johnnie Walker, Crown Royal, Bulleit and Buchanan’s whiskies, Smirnoff, Ciroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray, and Guinness!

Our performance ambition is to be one of the best performing, most trusted and respected consumer products companies in the world. We are proud of the brands we make and the enjoyment they give to millions. We are passionate about alcohol playing a positive role in society as part of a balanced lifestyle.  It is central to our purpose to celebrate life, every day, everywhere!

Diageo is listed on both the New York Stock Exchange (Deo) and the London Stock Exchange (DGE). For more information about Diageo, our people, our brands, and performance, visit us at www.diageo.com. Visit Diageo’s global responsible drinking resource, www.DRINKiQ.com, for information, initiatives, and ways to share standard methodology.

Role Description:

The Innovation Customer Operations Analyst will serve as one of the lead resources for a number of innovation, renovation, and/or Value-Added Packaging (VAP) projects for US Spirits Customer Operations.  The role will lead SAP pre-order management activities including project updates, master data setup, allocations, and project escalations.

The role will drive continuous improvements for processes that are more complex in nature in business processes via critical thinking, sharing standard methodologies, and ensuring appropriate alignment with cross functional teams.  The Innovation Customer Operations Analyst will foster great service to the broader Customer Operations team through data setup and delivery to customers.

Account Responsibilities:

• Ensure consistent delivery of product from the Diageo warehouses to the Distributors.

• Establish and continuously improve business relationships with key State, Commercial and Finance team contacts; Lead appropriate communications and expectations.

• Actively lead and support new product startups, replacements, and product discontinuations.

• Proactively address and communicate issues that might impact project timelines, product launch, product on shelf, allocations, order entry or shipments by State/Customer.

• Subject matter authority within the Customer Operations team for day-to-day activities, including Project Management, Order Management, Allocations, Block management, ATP functionality, and reporting tools (i.e., Diageo Connect, Supply Lynx, VIP, QLIK etc.).

• Lead Order to Cash Mailbox and ensure that all requests are processed within the current service level agreement.

• Solid ability to prioritize and handle high volume of requests based on business requests and timing.

• Work with Distributor partners for Code creation by providing new SKU details/specs; Provide new SKU details to cross functional teams to load into the VIP item catalog.

• Actively work with Revenue Growth Management and Shared Services Pricing Team to ensure all pricing is submitted for projects.

Financial Responsibility:

• Ensure that data is accurate as it impacts the total US Markets shipped annually.

• Maintain, monitor, and influence the results of relevant key performance indicators across service, cost, cash, and quality.

• Understand and take appropriate action to lead cost impact of order violations, order expedites, and other actions taken to deliver service against operational constraints and budgets.

• Drive the ongoing development and refinement of Customer Operations processes and metrics to drive continuous improvements and efficiencies in service, cost, cash, and quality.

Key Outputs:

• Monitor and ensure timely flow of product from Diageo to Distributors.

• Ensure Distributors adhere to order guidelines and proactively recommend order management & process improvements to customers (i.e., route-to-market, order lead time, order quantity).

• Proactively handle exceptions outside of the project process, including but not limited to Distributor issues, quality issues, project delays and changes to allocations.

• Represent Innovation Customer Operations in cross functional meetings to craft and influence key critical business processes, such as innovation, system improvements, and logistics network changes.

• Provide insight into collaboration opportunities with our Distributors and lead through execution.

Qualifications and Requirements:

• 3+ years of experience in Supply Chain/Innovation experience within the Beverage alcohol industry or a fast-paced CPG company.

• Degree in Supply Chain, Business Management, or related fields.

• Experience in order management systems (preferably SAP) and MS Office Applications.

• Strong written and verbal interpersonal skills.

• Ability to work independently and collaborate with internal and external customers across various levels of the organization.

• Established capability to influence others.

• Demonstrated ability to build strong customer relationships and handle customer expectations.

• Confirmed analytical capabilities and problem-solving skills.

Salary Range:

Minimum Salary:

Maximum Salary:

At Diageo certain roles are eligible for additional rewards, including annual incentive payment and stock awards. US-based employees are eligible for healthcare benefits, retirement benefits , short-term and long-term disability coverage, basic life insurance, wellness benefits and industry leading parental leave, among others.  (Benefits/perks listed may vary depending on the nature of your employment with Diageo and the country where you work.)  The salary range displayed is the salary range for the role’s primary location.