Manager- Customer Experience & Queries

Role overview

Manager- Customer Experience & Queries at Diageo India

Lead the end-to-end transformation of Order-to-Cash and customer service across people, process, technology and data — lifting service levels and reducing cost-to-serve across markets.

Responsibilities

• Own process and technology solution transformation from design and business case through build, deployment and adoption, ensuring measurable service and efficiency gains.
• Drive continuous-improvement initiatives that embed a culture of ongoing improvement across query, dispute and claim resolution.
• Identify and eliminate the root causes of recurring queries, partnering with upstream O2C, master data and commercial teams to fix them at source.
• Use data and insight to track performance, prioritise improvements and report to senior stakeholders.
• Act as a subject-matter resource for the team on query-resolution best practice, helping embed standard ways of working as the market footprint grows.
• Experience / skills required Essential: 10–12+ years' experience in Order-to-Cash, with deep end-to-end process knowledge.
• Proven track record of delivering transformation and change in an O2C or shared-services environment.
• Experience managing senior stakeholders across multiple markets.
• Strong analytical, data-driven approach to performance improvement.
• Excellent communication and stakeholder-influencing skills.
• Customer service, query or dispute-management experience.
• Experience operating across multiple international markets.
• 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.
• Diversity statement 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.

Preferred qualifications and skills

• Preferred: Lean / Six Sigma qualification, or demonstrable process-improvement experience.

Employment details

• Location: GURUGRAM [INDIA]

About the employer

• About the Function Global Business Services (GBS) is where Diageo runs and transforms its core commercial and financial processes at scale.

Additional role details

• Manager – Customer Experience (Queries) Global Business Services | Order-to-Cash (O2C) 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.
• Within GBO, the Order-to-Cash (O2C) team owns the end-to-end journey from customer order through to cash collection — and the customer experience that surrounds it.
• Customer Experience (Queries) sits at the heart of that journey.
• When a customer raises a query, dispute or claim, how quickly and cleanly we resolve it shapes their trust in Diageo and the cash we collect.
• This team is accountable for resolving customer queries at pace, removing the root causes behind them, and raising the service bar across markets.
• It’s a space that blends operational delivery with transformation — where you improve today’s service while redesigning tomorrow’s, and see the impact of your work on both customers and the P&L almost immediately.
• About the role As Manager – Customer Experience (Queries), you are the expert owner of customer query, orders, dispute and claim resolution across your markets, and a driving force behind improving and transforming how that work is done.
• This is an individual contributor role: you are accountable for service performance — speed, quality and customer satisfaction — and for reducing the volume and root causes of queries over time.