Customer Relationship Executive - Justerini & Brooks (must be WSET Qualified)

Diageo 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. Our purpose – Celebrating life, every day, everywhere – has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.

With revenues of over £12 billion, at Diageo, we’re proud to be the leading beverage alcohol company in every region of the world. But our collection of iconic, timeless brands – including Baileys, Guinness, Smirnoff, and Johnnie Walker – relies on a dynamic and passionate finance team. Working with us is an opportunity to develop your skills, make a positive impact on our performance and protect an entrepreneurial legacy. As a FTSE 100 company with global scope and ambition, there’s a huge range of activity to get involved with – everything from investor relations to accountants, risk analysis, compliance and business development. There’s always a chance to make a real impact on interesting, diverse projects, and what’s more, our global reach creates opportunities to work in a number of countries and in some of the fastest-growing markets. At Diageo, character is everything. So if you share our sense of adventure, you’ll have the chance to learn a huge range of skills and disciplines, and build an exceptional career with us.
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Justerini & Brooks (“J&B”) is a London, Hong Kong and Edinburgh based wine and spirits merchant, founded in 1749 and one of the world’s most recognised names in fine wine with a royal warrant and a high reputation for quality and service. J&B has many years of combined experience in buying and selling of fine and rare wines and its wine portfolio provides access to a full range of exceptional value wines, fine and rare wines and en primeur. J&B also has a dedicated on trade division which supplies wines, Champagnes and spirits to restaurants, bars, hotels, catering companies and independent retailers throughout the UK.
J&B‘s private clients are the global elite, many of whom spend over £50k per annum with J&B (and some over £1m). As such they demand a luxury experience at every touch point in J&B. The international fine wine market is a competitive and demanding business. The focus for J&B is to continually develop our sales service in line with changing markets and client needs. The aim is to beat the competition and to develop long-standing client and supplier relationships by ensuring we offer market leading advice, stock and service to our customers.
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Dimensions of the Role
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a) Business Structure & Financial
▪ J&B is a c. £40m NSV business with over 4,000 active customers in 20 different locations and over 4,000 SKUs.
▪ J&B has 6 different office locations in 4 different countries.
▪ J&B runs a bespoke ERP system (Maginus) and general ledger (Dream); it also has amendments to standard Diageo policies in light of its private client customer base and role in the luxury arena.
▪ J&B’s commercial structure includes private client sales teams in both the UK and HK, a trade sales team and a broking and buying team.
▪ J&B’s customers are served by two warehouses: a fine warehouse in Corsham, Wiltshire and a trade warehouse in Hoddesdon, Hertfordshire.
▪ J&B’s business is both B2B and B2C including interactions with demanding high net worth individuals.
▪ This role sits in the Customer Services team alongside three other Customer Services Executives
b) Business Structure & Market Complexity
▪ The fine wine market is complex: it is global, agricultural and speculative at the same time.
▪ The organisation structure and culture needed to be successful in luxury and with 18% GM is very different from the challenges faced in wider Diageo.
c) Leadership Responsibilities
▪ Shows energy, commitment and courage in approach and the confidence to challenge current ways of working.
▪ An adaptable and positive approach to new challenges and changes.
▪ Excellent interpersonal skills.
▪ Demonstrates key leadership behaviours of:
➢ Creates possibilities.
➢ Creates the conditions for others to succeed.
➢ Consistently delivers great performance as an individual and through the team.
➢ Creates great relationships that are honest, open and respects the individual capabilities of others.
➢ Grow yourself through self-awareness.
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Purpose of Role
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To deliver a first class customer experience to both private clients and on trade customers and to support the private client sales team, the on trade sales team and the Hong Kong private client sales team.
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Top Accountabilities
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▪ Support all sales teams, private client, on trade and Hong Kong
▪ Sales support administration including setting up accounts, credit notes, manual invoices
▪ Work alongside the credit control team to support a fast order to cash process
▪ Process orders from phone/email/account managers into Stock ERP system (Maginus)
▪ Answer telephones
▪ Resolve customer queries/complaints
▪ Process web orders and help manage web accounts
▪ Recommend wines and process orders for smaller private client customers
▪ Arrange international deliveries for private client customers
▪ Business partnering with warehouse employees (Great Bear & Octavian Wines Services)
▪ Arrange deliveries of customer’s En Primeur wines
▪ Attend annual campaign tastings to capture sales
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Qualifications and Experience Required
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▪ Genuine interest in wine and spirits, formal wine and spirits qualifications an advantage
▪ Experience of working in a luxury goods business an advantage
▪ Excellent written and verbal communication
▪ Ability to build relationships at all levels with internal and external stakeholders.
▪ Extensive use of PC applications: Wine industry ERP, MS Outlook, Excel, Word
▪ Customer facing environment
▪ Good attention to detail
▪ Open to change and continual development
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Flexible Working
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The role is office based at Golden Square in central London.

Celebrating 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.

We know 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.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

Character Is Everything