Manager- Customer Experience & Queries

Job Description : 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. About the Function Global Business Services (GBS) is where Diageo runs and transforms its core commercial and financial processes at scale. 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. Key responsibilities: