DBS Customer Experience Lead – E-Commerce

  • Company:
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    4 months ago
  • Category:

**Job Description :**

**Job Title: DBS Customer Experience Lead – E-Commerce**

**Location: Budapest, Hungary**

**Contract Term: Permanent**

**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. Our purpose – Celebrating life, every day, everywhere – has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.


As the leading beverage alcohol company in every region of the world, we’re proud to be the custodians of globally-recognised names such as Baileys, Guinness, Smirnoff, and Johnnie Walker. Join us, and help secure the future success of some of the world’s most iconic brands.In Global Business Services our teams help each and every Diageo colleague across 180 countries to do their best possible work. Striving to make things easier for the rest of our teams, their roles could involve anything from financial controllership to statutory compliance, general accounting or business intelligence and analytics. There’s a wide range of roles and projects to get involved with, and the chance to be part of a truly global operation – we have 1,600 experts, working out of locations including Budapest, Bogota, Nairobi, Manila and Bengaluru.At Diageo, we’re united by our purpose of celebrating life, every day, everywhere. If you share our passion and want to make a positive impact across our business, there’s a rewarding career here for you.

**About the Role**

The DBS E-Commerce Lead will be responsible for managing the Amazon E2E service delivery – credit control, customer service, order set up, cash and billing, having conversations with Amazon’s Accounts Payable teams and back office across Europe and business partnering with the relevant Commercial leaders and account managers.

The aim of the role is to implement standardized structure and WoW for all markets as well as working on aged debt items and decrease the number/amount of deductions, charges and withheld payments.

He or She will be a critical support to the STC Europe Leads to monitor KPI performance, ensure the delivery of efficiency programmes and enable the smooth and coherent operation of the overall department. The DBS E-Commerce Lead will engage with the Customer Experience, Process Excellence, Customer Service and Credit Control teams.

**Top Accountabilities**

+ Act as the key operational support for Amazon to the STC Europe leaders and teams, monitoring STC KPI performance and identifying opportunities to increase efficiency.

+ Build brilliant working relationships within the Tower support his/her area

+ Support STC Service Delivery Teams with deep dive analysis on key KPIs – Collection Past Due, Collection to Term, WADtC and OTIF.

+ Act as first escalation point for team members for day to day issues related to Amazon on behalf of the STC Europe Leaders.

+ Support key efficiency and process improvement workstreams delegated by STC Europe Leaders.

+ Support the STC Europe Leaders on day to day Market stakeholder engagement. Ensure Market stakeholder messaging is consistent.

+ Ensure that there is good communication and feedback with ‘enabling’ teams such as STC Process Excellence, STC Governance, Financial Control, Information Systems and Facilities.

+ Prepare input material for the Market Performance Review calls, including KPI performance commentary.

+ Engage with the Sell to Cash Capability Manager to articulate training and learning needs of the teams

+ Ensure that we build great relationships with stakeholders, customers, sales and logistics functions

+ Ensure that Diageo is considered one of the best Customer Service providers by our customers

**About You**

+ Great communication and engagement skills, at all levels of the business.

+ Can demonstrate good strategic thinking linked to performance insight, but also an action-oriented mentality

+ Deep analytical skills

+ Finding solutions to all problems demonstrating rigour and full ownership.

+ Creating possibilities for the team to succeed in a changing environment.

+ Delivering on promises, holding yourself and others to account whenever Diageo control standards are not met, and Diageo values are not lived.

+ Growing yourself and others via continuous feedback and coaching conversations

+ Ability to coordinate, manage and engage those team members across Europe who are dealing with the day-to-day operations for Amazon

+ Ability to prioritise effectively and quickly, good time management in the face of a broad agenda.

+ Willingness to learn about processes, customers and market specifics – detail oriented.

+ Looking for and responding to feedback, giving helpful feedback

+ Strong analytical skills and well-structured execution.

+ Role model of the Diageo Values

+ Demonstrating deep personal accountability for great performance

+ Demonstrating self-awareness and knowing strengths and development needs

**Experience required/Skills/capabilities/Languages**


+ Consumer Goods Operational Process experience

+ Prior experience in Credit Control

+ Demonstrated track record of leadership within a complex business

+ Strategic thinking and analytical insight

+ Ability to work across organizational boundaries

+ College or university Degree

+ Speaks fluent English

+ Excellent interpersonal, communications and relationship building skills

+ Ability to deal with ambiguity

+ Excellent, proven customer service attitude


+ Prior experience in Customer Service

+ Experience in Microsoft Excel applications

**Benefits of working here**

+ Unique Family Leave opportunity

+ We work without border – you will work with people from all over the world

+ You will deal with world class brand portfolio

+ Wide variety of thematic events, afterwork activities organized by employee communities

+ Product Allowance to purchase company products from the staff shop

+ We won the Fittest Workplace Award, of course we have a Gym

+ Urban legend is true, we do have a Rooftop Bar

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 :**


**Primary Location:**


**Additional Locations :**

**Job Posting Start Date :**


As a global leader in beverage alcohol, our 200+ brands are part of everyday celebrations in over 180 countries. Our ambition? We want to be one of the best performing, most trusted and respected consumer products companies in the world.

Ever since Arthur Guinness took out a 9,000 year lease on a Dublin brewery, some 250 years ago, we became a business that is defined by the character of the people who work here. It took immense character from Alexander Walker to convince the captains of every ship in the port of Glasgow to take crates of Johnnie Walker to the four corners of the world. Today, nothing’s changed.

We’re proud to be more than 30,000 talented people. While they make our iconic brands ever stronger around the world, we help them go further than they thought possible. In fact, we’re helping to define their career growth through stretching roles and exciting development opportunities.

Diageo is where you’ll find a wide variety of personalities, experiences and perspectives, wherever you’re based in the world. It makes for a stimulating and rewarding working environment, where everyone can flourish.