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Customer Service HeadDiageo · Jakarta, Indonesia
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Diageo

company page ↗ Visa Sponsoring Company

Customer Service Head

✓ This company has sponsored visas before. The posting doesn't say so, but it's still worth applying.

🗓️ Posted 2026-09-29 Jakarta, Indonesia Hybrid Customer Service Call Centre
💰 Salary Not shared 📊 Market 25,000,000 GBP–45,000,000 GBP/mo

About the Company

With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating. Join our Supply Chain and Manufacturing Team Our Supply Chain and Manufacturing team are problem-solvers, sourcing, producing, and delivering our much-loved brands to delight customers around the globe. Over half of Diageo's 30,000+ people work in Supply Chain and Manufacturing. It's an intricate and sophisticated operation that's the product of logistical, manufacturing, and technical collaborations. Our teams in 100 sites in over 30 countries cover production facilities, supplier relationships, customer collaborations and third-party agreements. We're committed to realizing our 'Society 2030: Spirit of Progress' goals, to protect the environment and support our farmers and suppliers. Whatever your skills and experience, we'll help you to thrive in our inclusive culture.

About the Role

The Customer Service Head is the face of Supply Chain and Procurement to our customers, General Manager and the Executive Team, our 3PLs, and other internal/external stakeholders. The CSM is part of the Market Executive Team, playing a key leadership role in bringing topline, bottom line, cash and organizational ambition of Diageo to life. The most important role of the CSH is to make market the 1 supplier in the Advantage Survey within the TBA peer group, and within the top 3 within FMCG. This will come through taking customer collaboration to the next level, delighting our customers through operational excellence (every case, every day, everywhere) and driving value through effective partnership with customers resulting in strong joint business plans and joint value creation. The key metrics are OTIF/OSA, and value (cost/cash) by working end to end together with our customers. This role will be accountable to partner with the internal interfaces as needed to be able to deliver and lead all the dimensions such as run, improve, and transform, The successful candidate will lead and manage the market specific supply organization as well as be the custodian for process, people, and digital capabilities, and operationalizing all the learnings and insights. This role will dotted line report to the General Manager, with a key seat on their leadership team and will also work in close partnership with Supply Chain and Procurement as well as the Customers.

Responsibilities

  • ● Lead, champion, and drive progress to win with our customers through customer engagement and customer collaboration, such as, and not limited to the following: Driving reliability: daily/weekly/monthly tracking and improvement of OTIF. Own and champion progress. Anticipate issues, own day-week-30-90-day plans and be intentional to win.
  • ● Run the Market Logistics operation, at the right service (on time, in full, no error), cost (logistics cost per case), compliance. Partner with Commercial, Procurement and Supplier(s) to ensure the physical distribution network is customer centric and competitively fit for purpose in order to win in the market we operate.
  • ● Serve as the key gatekeeper for Innovation and Brand Change projects, ensuring alignment with strategic objectives and quality standards.
  • ● Leading the Supply Business Continuity Plan and represent Supply function in Risk Management Committee,
  • ● Leading and coaching the in-market supply organization and the key sponsor for ensuring the IBP process within the market works to the right standards,
  • ● Partner with rest of SC&P to deliver the market KPIs, customer needs, and win. The key interfaces are: Planning (Integrated Business Planning, Demand and Supply), Brand Change and Innovation and Third Party Manufacturing.
  • ● The required qualifications for this role are:
  • ● Proven track record working in a matrix organization partnering with senior business leadership teams and across multi level functions across the organization.
  • ● Hands on engagement, especially in Modern Retail, with demonstrated success in improving customer service to industry leading levels, both as measured by the customer, as well as Advantage Survey,
  • ● Hands-on logistics experience and multiple route to market experience
  • ● Minimum 12 years' experience working within progressive positions within the end-to-end Supply Chain function, within multiple disciplines. First hand planning experience in Customer Engagement, IBP, S&OP, S&OE, Demand Planning is crucial.
  • ● BSc in Industrial Engineering, Operations Research, Supply Chain, Data Science/Statistics/Applied Mathematics, Economics. Additional MBA or MSc in Supply Chain Management or similar would be desirable.
  • ● Leading change and innovation across the supply chain, through value driven collaborative partnership. Proven track record in designing, shaping, and implementing complex change agenda and transferring work from one location to another.
  • ● Has developed and successfully implemented strategies and led cost saving initiatives
  • ● Passion for data and performance culture. Very strong analytical skills.
  • ● Collaboration: Demonstrated ability to foster and maintain strong working relationships and influence at all levels of the organization. At ease working effectively with a diverse group of stakeholders and business cultures.
  • ● Team Leadership: Demonstrated ability to lead, inspire, motivate and grow teams.
  • ● Digital dexterity. Previous experience (and hunger to learn) on advanced planning tools, digital control towers, Power BI, etc.
  • ● Working with Us
  • ● Flexibility is key to success. From part-time and compressed hours to different locations our people work flexibly in ways to suit them. Talk to us about what flexibility means to you and we'll work together so that you're supported from day one.