Customer Service Market Support Manager
Diageo
• Applicant Location: Huntingwood (additional locations: Sydney HQ)
Overview
As the Customer Service Market Support Manager, you will be the vital link between Diageo's Australian business, our customers, and our offshore Global Customer Service teams. Your focus will be on delivering a smooth, connected customer experience, managing service delivery, and driving supply chain excellence across the market.
Key Responsibilities
* Build and maintain trust‑based relationships with retail and on‑premise partners, representing global teams in regular customer connects that influence service excellence.
* Anticipate and solve service issues proactively, communicating order, delivery and system updates to strengthen customer confidence.
* Provide clear, impact‑driven reporting across business and customer service metrics (CFR, OTIFNE, SAMBC) that informs internal and external decision‑making.
* Lead or contribute to supply tier forums, driving fulfilment outcomes, priority alignment and seamless execution.
* Identify and recommend process improvements, including CRM enhancements, automation and smarter reporting for long‑term value.
* Mentor and coach global team members, sharing Australian market knowledge and upskilling communication programs.
Required Qualifications
* Relevant tertiary qualification in Business, Communications or a related field.
* Five years' experience in a customer service or helpdesk environment, ideally with offshore or cross‑border collaboration within FMCG, Consumer Goods or Retail.
* Strong competency with CRM platforms and reporting tools, translating data into actionable insights.
* Track record of delivering high customer satisfaction outcomes (high feedback scores, improved first‑contact resolution).
* Demonstrated ability to reduce issue resolution times through proactive communication and structured problem‑solving.
* Experience implementing process improvements with measurable impact on reporting accuracy, team efficiency and customer experience.
Benefits & Inclusion
Diageo offers competitive perks, flexible work options and a diverse culture that celebrates global success. Diageo champions diversity and offers inclusive recruitment opportunities for people with disabilities, Aboriginal and Torres Strait Islander peoples, LGBTI communities and other diverse groups.
Commitment to Inclusion & Diversity
We actively promote employment opportunities for people with disabilities, Aboriginal and Torres Strait Islander peoples, LGBTI communities and other diverse groups. We provide reasonable adjustments throughout our recruitment process.
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