Customer Operations Manager - RARE/Luxury Edinburgh, Scotland
Diageo
Full Time
Edinburgh, Scotland
43890 - 50917 GBP ANNUAL Today
Job description
Job Description :
Customer Operations Manager– RARE/Luxury
Permanent
Location: Edinburgh, London
Level 4B
About us
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 build innovative experiences that bring people together to celebrate life.
In July 2022 we established a dedicated end-to-end Global Business Unit with its own leadership and unique skills and capability, known as our Rare Luxury business. It includes products >$330 and is focused on HNW consumers willing to spend at the highest price points, often from specialist retailers (online & offline) and private sales channels. These consumers buy luxury goods as a core part of their lifestyle, driven by quality, scarcity, uniqueness, and the exclusive image they deliver.
The Rare Operations Manager will be responsible for the execution & delivery of our Supply Operations to deliver a seamless experience for our rarest and most valuable offerings, involving our most demanding and influential clients around the world. This will cover designing & driving operational excellence in the RUN part of our business to designing and shaping the future of operations across Make & Move. Collaboration and partnership will be key elements of this role as we work closely with the existing Global Brands Supply org structure.
We are seeking an outstanding individual with a passion for our clients, customers & consumers – someone with effective leaderships & influencing skills with the ability to manage change, embed structure & control holding to the right standards and be able to bring others on the journey!
What you’ll be doing:
The role reports into the Rare Supply Chain Director and will collaborate closely with Leven Quality & Operations, Rare Innovation & Brand Change, Private Client Teams, Logistics (locally and Global) as well as Planning, Procurement and Technical functions.
The nature of the Rare organisation means this role will require to collaborate with the existing GBS structure bringing focus and change where necessary to support the Rare ambition.
This role is a key leadership role in Rare Supply Leadership team.
Your main responsibilities will be:
- Elevate our customer experience for Rare – from operational execution through to client, consumer and customer service & care.
- Lead operational excellence for the RUN of Rare Supply:
- Design & drive key metrics to measure performance & customer experience
- Prepare and embed these detailed weekly and monthly metrics
- Lead our segmentation strategy for Rare Supply
- Drive problem solving & innovative solutions in response to Supply Chain issues
- Working with SCD, create a one team mindset with all stakeholders, focussed on Customer Experience
- Active role in the shaping and delivery of the Spirit of Progress ambition for Rare Supply
What you’ll have:
- Experience in High End spirits, Luxury industry (Fashion, Jewellery, Auctions, High end auctions or similar)
- A passion for service and to truly understand customer needs.
- Strong analytical & numeracy skills – ability to analyse and present data to drive performance management and action.
- Proven record of generating insights to influence decision making.
- Inquisitive mind to understand client & consumer needs and challenge current thinking.
- Excellent communication skills
- Ability to engage multiple stakeholders - from site operations to client managers – as well ability to influence through relationships not hierarchy.
- 5+ years Supply Chain experience - End to End is preferred
About us
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.
Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.
Character Is Everything
Worker Type :
Regular
Primary Location:
Edinburgh Park
Additional Locations :
1HQ, International Supply Technical Centre – Menstrie, Onyx, Glasgow
Job Posting Start Date :
2023-06-21
Diageo
www.diageo.com
London, United Kingdom
Ivan Menezes
$10+ billion (USD)
10000+ Employees
Company - Public
Food & Beverage Manufacturing
1997
