Context/Scope:
Diageo Enterprise Operations is a multi-functional, multicultural, multi-language Shared Service Centre that handles DIAGEO-wide transactions across various world regions.
GBO has developed quickly and grew rapidly over the past 15 years, effecting extensive change to working practices for worldwide in-market companies and other Diageo Business Units. As such GBO is playing a key role in ensuring effective operation with minimum disruption of the core business of DIAGEO worldwide. The STC Process serves around 25 markets/countries.
Dimensions of Role:
The role is responsible for a specific process stream - credit control and trade spend - across a number of GBO served markets with a colourful and non-typical partner structure.
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Market Complexity:
The role would entail responsibility for the step change, standardization and process harmonization of Trade Spend Management across a number of GBO served markets.
The CIS / Primary Distribution area is outstanding from a market complexity point of view because of the diverse partner and customer structure
Purpose of Role:
The STC Process is responsible for taking care of 19,000 customers and 440 market contacts, split over 5 continents, delivering 24-hour service in 3 shifts. Gathering 192,000 orders and delivering 480,000 billing documents, while implementing 264,000 Direct Debits per year the E2E Process in E2E collects an average of 6 billion GBP per annum from Diageo customers. The STC Process serves around 25 markets, Diageo units or Hubs. Most of these are European with each an individual trading structure and culture and currently in a competitive economic environment. Markets like GT, GB, North-America and Germany are key contributors to overall Diageo performance. Within the E2E Process some 9 key sub-processes are present, each with their specification and Control requirements. The Customer Spend Controller NAM main role is to ensure that the STC invoices flow accurately through the process from receipt until payment and take corrective measures at any steps if problems arise. In this sense, the Customer Spend Controller owns the E2E invoice/customer spend process. The Senior Trade Spend Analyst will act as the single point of contact for Commercial Operations Managers on trade spend related matters for across NAM business.
Top Accountabilities
- Reviews a business that operates within a multi-channel/outlet and currency environment.
- Maintains relationship with a range of Diageo internal and external customers/collaborators.
- Needs to understand the commercial and contractual "activity agreements" with customers.
- Supporting a diverse market landscape for both spirits
- Being able to support both open and control markets during peak periods.
- Build and maintain outstanding relationships with both internal collaborators of the NAM commercial team and DBS Budapest NAM along with external customers of NAM.
- Responds positively to direction and shows energy in delivering what is encouraged within own area of work.
- Is receptive to feedback and is willing to learn from mistakes.
- Takes ownership for resolution. Calls out where vital.
- The Senior Trade Spend Analyst will have specific ongoing responsibility including but not limited to:
Contribution to developing AOP strategy
Give input to Distributor negotiations
Update systems relating to Trade Spend and planning
Payment calculation/system entry
Calculate, pay depletion allowance, investigate disputes relating to DA
Provide input to accrual calculation
Required Capabilities:
- Must speak English
- Possess high level of numeracy and precision, with strong analytical skills and good reconciliation
- Has strong problem-solving skills
- Identify clear priorities and focus on them at all times
- Self-starter, ability to work with minimum supervision
- Works toward solutions, strong result orientation
- Adapts well to changes, considers them as opportunities
- Build and sustain excellent relationships with multiple collaborators
- Generate ideas grounded in a deep understanding of customer requirements and handle them through to successful execution
Measures of Success:
- Timeliness of reconciliation submission
- Overdue% (both team and individual targets)
- Cash collection (meeting target) - Trade debtors % NSV
- 91+ aged debt
- CTT % > 80%
- AOT, WadtC
- Ledger Quality
- No control misses
Qualifications and Experience Required:
Essential
- Several years of credit control experience, ideally gained within a professional/corporate environment
- Line management experience is desirable, but not a must, however experience with people co-ordination and validated interpersonal skills are a must
- Critical thinking
- Ability to negotiate and persuade clients and colleagues at all levels
- Excellent interpersonal and communication skills
- Proficient English language skills
- Strong MS Excel knowledge
- Validated PC literacy and strong analytical skills required and SAP knowledge
Desirable
- Prior experience in Credit Control/Trade Spend doing reconciliation
- College or University degree
- Validated line management experience
Barriers to Success in Role (Optional):
- Insufficient customer service skills / demeanor
- 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 interpersonal skills (face-to face / phone / written)
- Inability to co-ordinate, energise, empower a team.
100% Willingness to work at night shift IST Time. 5:30 PM - 2:30 AM (or 6:30 PM -3:30PM)