Opportunité de Carrière : Customer Experience Lead – E-Commerce chez Diageo en Hongrie
Présentation de l’entreprise
Diageo est le leader mondial dans le domaine des boissons premium, offrant une remarquable collection de marques emblématiques telles que Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray et Guinness. Avec plus de 200 marques distribuées dans 180 pays, Diageo est animé par une équipe dynamique et diversifiée, qui s’engage à créer des expériences innovantes pour relier les clients et les consommateurs à ses produits.
Description du poste
Titre du poste : Customer Experience Lead – E-Commerce
Localisation : Budapest
Type de contrat : Permanent
Responsabilités du poste
Le Customer Experience Lead gérera la prestation de services E2E sur Amazon, englobant le contrôle des crédits, le service client, la mise en place des commandes et la gestion de la facturation. Ce rôle nécessitera également des interactions avec les équipes de comptes fournisseurs d’Amazon en Europe, ainsi qu’une collaboration étroite avec les dirigeants commerciaux.
Les principales responsabilités incluent :
- Implémentation d’une structure standardisée pour tous les marchés.
- Gestion des créances âgées et réduction des deductions et paiements retenus.
- Supervision de la performance des KPI et du programme d’efficacité des opérations.
- Engagement avec les équipes de l’expérience client, de la perfection des processus, du service à la clientèle et du contrôle des crédits.
- Analyse des indicateurs clés de performance (KPI) tels que le taux de recouvrement et la ponctualité des livraisons.
Compétences requises
Le candidat idéal doit posséder une expérience dans les processus opérationnels des biens de consommation et de contrôle des crédits, ainsi que des compétences poussées en réflexion critique et analyse. Il doit également montrer des capacités à :
- Établir et maintenir des relations solides avec divers partenaires.
- Faire face à l’ambiguïté avec aisance, tout en ayant un excellent sens du service client.
- Coordonner et engager les membres d’équipe à travers l’Europe dans des opérations quotidiennes.
Avantages
Diageo propose un environnement de travail sans frontières, enrichi par la diversité des talents et des cultures. Les avantages incluent :
- Options de congés familiaux uniques.
- Accès à un large éventail d’événements et d’activités organisées par les communautés d’employés.
- Allocation de produits pour l’achat d’articles de la boutique du personnel.
- Accessibilité à des installations comme un gymnase et un bar sur le toit.
- Flexibilité des horaires de travail, ce qui est crucial pour la réussite de l’entreprise.
Diversité et inclusion
Diageo valorise une culture inclusive et diversifiée, considérée comme essentielle pour réaliser sa mission de « célébrer la vie chaque jour, partout ». L’entreprise cherche à attirer des talents variés pour mieux refléter sa clientèle mondiale, et souligne que la diversité est fondamentale pour la croissance de l’entreprise.
Processus de candidature
Les candidats intéressés peuvent postuler à l’annonce en suivant le lien ci-dessous :
Conclusion
Le rôle de Customer Experience Lead chez Diageo représente une opportunité passionnante pour construire une carrière au sein d’une entreprise innovative et respectée. Les candidats attirés par un environnement de travail dynamique et inclusif, ainsi qu’une passion pour l’excellence du service client, sont encouragés à postuler.
📅 Date de publication de l’offre : Fri, 04 Jul 2025 22:45:53 GMT
🏢 Entreprise : Diageo
📍 Lieu : Budapest
💼 Intitulé du poste : Customer Experience Lead – E-Commerce
💶 Rémunération proposée :
📝 Description du poste : Job Description :Job Title: Customer Experience Lead – E-CommerceLocation: BudapestContract terms: PermanentAbout usDiageo 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 ambitious individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.About the FunctionOur Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and hardworking people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you’ll be rewarded with a world view and the recognition you deserve in our inclusive and encouraging culture.About the role:The DBS E-Commerce Lead will be responsible for running the Amazon E2E service delivery – credit control, customer service, order set up, cash and billing, having conversations with Amazon’s Accounts Payable teams and back office across Europe and business partnering with the relevant Commercial leaders and account managers.The aim of the role is to implement standardized structure and WoW for all markets as well as working on aged debt items and decrease the number/amount of deductions, charges and withheld payments.They will be a critical support to the STC Europe Leads to supervise KPI performance, ensure the delivery of efficiency programmes and enable the smooth and coherent operation of the overall department. The DBS E-Commerce Lead will engage with the Customer Experience, Process Perfection, Customer Service and Credit Control teams.Great communication and engagement skills, at all levels of the business.Can demonstrate good critical thinking linked to performance insight, but also a productive mentalityDeep analytical skillsFinding solutions to all problems demonstrating rigour and full ownership.Delivering on promises, holding yourself and others to account whenever Diageo control standards are not met, and Diageo values are not lived.Growing yourself and others via continuous feedback and coaching conversationsAbility to coordinate, lead and engage those team members across Europe who are dealing with the day-to-day operations for AmazonAct as the key operational support for Amazon to the STC Europe leaders and teams, supervising STC KPI performance and finding opportunities to increase efficiency.Build brilliant working relationships within the Tower support their areaSupport STC Service Delivery Teams with deep dive analysis on key KPIs – Collection Past Due, Collection to Term, WADtC and OTIF.Act as first customer concern point for team members for day to day issues related to Amazon on behalf of the STC Europe Leaders.Support key efficiency and process improvement workstreams delegated by STC Europe Leaders.Support the STC Europe Leaders on day to day Market partner engagement. Ensure Market partner messaging is consistent.Ensure that there is good communication and feedback with ‘enabling’ teams such as STC Process Excellence, STC Governance, Financial Control, Information Systems and Facilities.Prepare input material for the Market Performance Review calls, including KPI performance commentary.Engage with the Sell to Cash Capability Manager to articulate training and learning needs of the teamsEnsure that we build phenomenal relationships with partners, customers, sales and logistics functionsEnsure that Diageo is considered one of the best Customer Service providers by our customersAbout youConsumer Goods Operational Process experiencePrior experience in Credit ControlDemonstrated track record of leadership within a complex businessCritical thinking and analytical insightAbility to work across organizational boundariesCollege or university DegreeSpeaks fluent EnglishExcellent interpersonal, communications and relationship building skillsAbility to deal with ambiguityExcellent, proven customer service attitudeBenefitsUnique Family Leave opportunityWe work without border – you will work with people from all over the worldYou will deal with extraordinary brand portfolioWide variety of thematic events, after work activities organized by employee communitiesProduct Allowance to purchase company products from the staff shopWe won the Fittest Workplace Award, of course we have a GymUrban legend is true, we do have a Rooftop BarFlexibilityThis 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’t let anything stop you from applying.Diversity statementCelebrating 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.Worker Type : RegularPrimary Location: BudapestAdditional Locations :Job Posting Start Date : 2025-07-03
🔎 Offre d’emploi vérifiée et enrichie selon la ligne éditoriale de l’Association Artia13 : éthique, inclusion, transparence et vigilance contre les annonces trompeuses.
🌍 Retrouvez d’autres offres sur artia13.world
