Senior Analyst, Commercial Experience Service Delivery

Job Description

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life’s moments mean a little more.

About the Function: Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale.

With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life.

You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture.

About the role: The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC’s, 3rd party service providers (warehouse) and ABSC teams and acts as the link between Cash Cycle Department and contacts outside GDBS Cash Cycle.

Responsible for delivering high-level customer service and ensuring on time, in full shipments.

To ensure that all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA.

To contribute ideas, energy, enthusiasm and support to the continuous improvement of the „Cash Cycle” process.

To ensure that internal control procedures are strictly adhered to.

Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target.

Logistics Advisor tasks can also be relevant in specific markets ( eg. Proactively manage relationship with 3PLs, collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..)

Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo, and to ensure smooth transition of new EDI customers.

Diageo Capabilities

Excellent interpersonal and communication skills with stakeholders

Deliver on promises

Accuracy and attention to details

Looking for and responding to feedback

Good knowledge of customers and market specifics

Generating ideas for issue resolution and service improvement

Positive ‘can do’ attitude

Taking ownership for resolution, escalates where necessary

Ability to build great relationships with customers

Understand and comply with controls in own area

Good team player

Qualifications and Experience Required

Essential

Fluent English

Strong interpersonal and communication skills

Strong MS Office knowledge

Very strong customer service attitude

Desirable

College or university Degree

System skills (SAP knowledge)

Having an overview of market and customer specifics

Flexible Working Options

Flexible

Experience / skills required

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment Scam Warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.

Worker Type

Regular

Primary Location

Gurugram

Additional Locations

Job Posting Start Date

2026-10-20