Job Description :

Job Title: CE Customer Service Team Leader - France

Location: Budapest

Contract terms: Permanent

Grade: L5B

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 create innovative experiences that bring people together to celebrate life. 

About the Function:

Our Sales team love building relationships, connecting with customers to sell our much-loved brands in new and vibrant markets where they can thrive. They help sell our iconic brands across 180 countries every year.

We’re operating across different markets, channels, and areas of expertise. Using your curiosity and passion, you’ll make the most of consumer insight and digital platforms, reaching new customers, markets, and celebrations to help us achieve our growth potential. We’ll support your learning and growth as you develop your career with us and work with people across our business to realise your fullest potential

OTC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

About the role

The creation of the Diageo France IMC represents a significant expansion of Diageo’s commercial footprint in France, encompassing both the Off Trade (retailers, distributors, cash & carry, cavistes) and On Trade (hotels, restaurants, bars) channels. Given the broad scope and complexity of managing multiple national customer agreements, a team of three Sales Admin Assistants is essential to ensure the smooth operation and management of commercial activities across these channels.

In France, the three roles within the Sales Support team will function as hybrid roles. These positions are designed to cohesively bridge the gap between sales support and administrative tasks, ensuring seamless integration with the core responsibilities of the sales team.

As Diageo France IMC grows, there will be an increase in customer accounts, promotions, and market initiatives, leading to a higher volume of administrative and operational tasks. Having three sales assistants will allow for scalability and efficiency as the team grows. This proactive staffing approach helps prevent overburdening the sales team with administrative tasks, allowing them to focus on driving market share.

Ensure that customer data is received correctly and shared internally via dedicated files

Help prepare customer meetings (prepare presentations and dashboards, extract volumes and turnover) in conjunction with the various internal departments, particularly trade marketing (visuals, kits, brand presentations)

Communicating product information to customers/centrals with the help of BE department (logistics sheets, product information, price lists, visuals, proforma and quotations)

Supervise schedules and invoices for promotional operations.

Helping to supervise disputes relating to commercial collaboration, logistical penalties and technical penalties (data dematerialization), in coordination with central purchasing managers and internal departments: customer services, logistics, legal, etc.

Enter free bottle allocations for customers and prospects, coordinate with warehouses for free bottle deliveries & follow up on free bottles.

Provide administrative management for the head office On/Off trade team (diary, travel, meetings, filing customer files, digitization of documents, correspondence, etc.).

Participate in the smooth running of the department.

Support the Head of On/Off trade on the daily admin task and customer visit.

Enter promo kits for dispatch to depots or central offices.

Supervising tripartite agreements: analysis, summary, validation and invoice payment monitoring

Hiring, training and constantly developing the right people within his/her team to build and excellent, high performing team with a robust succession plan

Leading a team of up to 10 people to reach best customer service and TAG survey (or similar customer satisfaction) results

Coaching newcomers and ensure knowledge management and retention

Proactively advising management and the market where early warning signs of potential issues are seen

Understanding customers’ needs

Partnering with other parts of the business

Maintaining all customer-, process documentation

Sharing best practice between CC teams globally to ensure continuous quality and to create possibilities for improvement

Contributing to standardization initiatives

Playing an active part in Diageo’s control’s agenda

Building strong relationship with stakeholders, customers, sales and finance functions

Timely handling all incoming customer queries and requests

Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly driven environment

Ensuring that Diageo is considered the best Customer Service provider of our partners

Reporting (daily, weekly and monthly reports)

Continuously improve the processes

Manage issue resolution for respective sales organization(s)

Continuously support system and process improvement initiatives

Support other OTC functions and processing activities (billing, clearing, customer spend processing, credit control and collections)

Finding solutions for all incoming queries – investigate, monitor, follow-up issues and provide information on progress

Monitor deductions being taken by customers

Ensure monthly payment confirmations are available

Provide support on key Credit Projects

Understand customers’ needs and ensure that the team meets these

Partner with other parts of the business to drive the “Cash every day” agenda

Handle customer/channel specific credit risk

Co-ordinating, training, motivating the team and being a role model for them

Any other tasks requested by line manager

What you will bring

Fluency in French and English

Knowledge of the world of Off trade retailer //  wholesalers / cash / chains / B2B / wine merchants

Mastery of Office Suite tools (Excel, Powerpoint, SAP, customer CRM, etc.)

Rigor, reliability

Organizational and planning skills

Reactivity, anticipation

Sense of initiative, ability to make proposals

Ability to analyze and summarize

Good communication skills and customer service

Teamwork / Collaboration

Prior experience in sales support function

College or University degree

System skills (SAP knowledge)

Proven track record of successful customer management

Benefits

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

Flexibility

This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don’tlet 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.

Weknow 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.

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