Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.
ROLE PROFILE
Job Title:
Regional Success Manager
Reports To:
Sr Manager - Customer Value Stream
Context/Scope:
Diageo Digital & Technology (DT) is a multi-functional, digital delivery function established to liberate and equip markets to deliver the Diageo's Strategic Priorities. This is achieved through:
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- Putting our customers at the heart of delivery
- Extraordinary end to end process execution
- Generating performance enhancing insights from data
- Providing CPG leading digital capabilities and solutions
- Responding to and embracing change
D&T plays a critical role in enabling Diageo's digital agenda through delivering our strategic priorities in many areas, including E-Commerce, Digital Marketing, Demand Sensing and Manufacturing Optimisation.
The Success Manager role sits within the Customer Value Stream team and the aim is to enable greater Market Engagement and ensure a streamlined and stable IT support processes in the region. The D&T Customer Value Stream (Support Function) is responsible for running a resilient and secure technology landscape at agreed service levels, at lowest cost, securely and compliantly, while improving performance.
This role will be focused on all operational support activities for Diageo's Customer application services majorly in the specified regions. Market Engagement, Operational process improvements and alignment to Operational critical metrics forms the crux of this role. Governance of Controls execution and Vendor management are other key aspects that come under this role's purview.
As Diageo has moved towards providing users with Digital services to drive a more ‘Digital customer experience' and improving productivity globally, this has driven the requirement for the need to have a dedicated Success Manager to support these applications that cater for both internal and external customers.
Financial
Reducing the operational costs / overheads by working on the Incident trends and insights at regular intervals.
Complexity
- Key Partner Management
- Acting as a Market liaison
- Effective reporting to senior leadership
- Actively contribute to ongoing process improvements, problem resolution, workflow improvements and adhere to operational critical metrics
- Lead day-to-day break-fixes, root cause analysis, build efficient solution improvements.
- Governance of CARM controls execution
Role expectations
- Self-motivated to constantly looking for a result in times of conflicts
- Should be proactive to call out certain issues to bring in the right attention to expedite the issue resolution
- Effective Business communications to clearly articulate the scenario, give actions or take actions to and from wide range of partners
- In the multi-team environment, candidate should be able to bring in all the right teams at right time to ensure quicker resolution to issues concerning markets
- Candidate should be able to drive Diageo operational critical metrics (CARM Controls, Vulnerabilities, Volume Reductions) by effectively collaborating with vendors and BAU support teams
- Should have ability to act in a conflict scenario where communication becomes to the key to senior key partners
- Impact assessment during any incident and the plan of action
- Analytical and problem solving skills
- Be continuously curious to bring in required improvements in the process / system
- Have basic technical understanding and a point of view during any critical incident resolution
- Ability to assess the situation, question the status-quo as and when needed, put forward the point of view and document the findings
- Have the Appetite to learn quickly and adapt to changes
- Drive the Market / Business calls on a weekly basis
Purpose of Role
- Act as a single point of contact to Market leads, End users and BAU support teams pertaining to the specified region
- Collaborate with all internal teams and present a one-team view to the end user
- Identify the blockers in the end to end process flows and propose improvement ideas which can contribute to operational efficiencies
- Represent the Region from the support point of view in Market / Business connects
Qualifications and Experience Required
Preferably a graduate with solid experience in the Operational Support projects.
- Solid understanding of ITIL standards
- Meticulous attention to detail
- Effective communication skills to handle multiple key partners
- Excellent analytical skills
- Willingness to adapt to changes at a quicker pace
Flexibility
This is key to success in our business and many of our staff work flexibly in many different ways. Please talk to us about what flexibility means to you and don't let anything stop you from applying.
Diversity statement
Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.