Skip to content


Careers at Bacardi

Customer Success Partner

Job Name

Customer Success Partner


United Kingdom





Reporting Line:

Customer Success & CI Manager

Job type:

Full time

Lead recruiter:

Ricardo Sanchez Martinez

About the role

What Does A Customer Success Partner Do?

The Customer Success Partner is responsible for  order management and service delivery for their assigned region; liaise with internal stakeholders to ensure customer needs are met while being fully integrated with the customer strategies & needs; Manages all value add activities such as MOQ and Lead time improvements & adherence, slow moving & market specific stock clearance.

With our Consumer always at the heart the Customer Success Partner will ensure communication sent to all markets correctly and timely, ensure on the top of regional promotions, activations taken place in each market. Working together with the markets make success. 

The role is based in the UK Supply centre, located in Glasgow - one of five globally and manages all operational and supply activity for our key brands. The UK Supply Centre in Glasgow is responsible for managing the Bacardi portfolio of Whisky and Gin brands.


  • Own order management and service delivery for assigned region, build and maintain market relationships and effectively updating on order fulfillment status. Ensure timely response to customer request and investigate solution for critical issues in order to continuously improve customer satisfaction.
  • Manage orders portfolio, including system and non system integrated distribution entities and 3rd party Customer orders (STO/SO, including samples) to meet  demand as per agreed business rules and performance standards
  • Propose solutions to markets, such as product replacement when necessary to customer/CSR ensuring load optimization are respected
  • Manages all value-added activities such as MOQ and Leadtime improvements & adherence. 
  • Observe constantly the Slow-Moving Stock reduction, market specific stock clearance and also zero inventory obsolence targets. 
  • Understand and know what Innovations taking place for assigned regions and markets. Ensure products switch are managed properly at order level to avoid inventory obsolescence and write off – phase in / out process, also meet target launch in markets. 
  • Work closely with Planning team to ensure customer needs are met while being fully integrated with the customer strategies & needs. 
  • Inform and escalate supply issues leading to back-order risks (raw material availability, production shortage, quality issue etc) to Regional Supply Chain when appropriate and propose corrective actions
  • Ensure weekly optimized product replenishment plan in place to support integrated Bacardi Distribution entities as per DDR process in order to meet demand signal and communicate to relevant DDR Markets. Provide analysis on the DDR conversion volumes and  identify improvements.
  • Effectively & timely provide order booking requirements to Delivery Success Coordinatorall and support shipment booking whenever requires for cased goods shipments ex JDSL and 3PL Facilities in accordance with order RSDs and stock availability, taking into consideration OFR rules & Global Transport Optimization Targets.
  • Monitor and master the root cause of any products highlighted in weekly OFR report, share with internal team for future improvements.
  • Review and monitor product allocations as per Malts planning process
  • Provide weekly, monthly order fulfillment reports and analysis
  • Support continuous improvement activities and project implementation within Bacardi UK Operation.
  • Delegate for Fulfilment Planner Transport in all other tasks related to shipment planning management
  • Manage ad hoc projects when necessary to drive process solutions improvement in areas related to demand and order management
  • Deputize for Customer Service manager when required.
  • Take on other tasks being developed in due course.

Skills and Experience


Functional skills:
  • Customer Service at the heart of everything you do 
  • Excellent communication across mutli teams and especially first-class communication with customers 
  • Detail oriented with strong organizational and planning skills
  • Strong analytical skills with ability to zoom into right data to drive decisions, determine course of actions required to match supply and demand and assess risk in supply base and infeed. Ability to make quick decisions for corrective action. 
  • Thrives in a fast-paced environment and can work quickly under pressure
  • With the ability to multi tasking, can handle multiple priorities and can easily prioritise based on time critical requirements, in a fast paced environment 
  • Strong on systems; including excel and SAP ECC/APO experience or any other planning and ERP system knowledge. 
  • Experience in an Operational Customer Service and or Logistics environment 
  • Team Player with both internal and external stakeholders - in particular build a strong partnership with our 4PL Partners and all Customer Success Team members 
  • Energetic with a positive Can-Do attitude 
  • Self-starter who works well under limited direction.  Ability to work independently with high degree of initiative and drive
  • Experience of working within a FMCG desirable
  • Lives the 3 F’s – Fearless, Founder’s Mentality, Family
  • Capability to work in a seamless team, cross-functionally
  • Quickly adapt to changes
  • Honest, reliable, trustworthy and resilient, team player 
  • Overall good collaborator and excellent communicator
  • Excellent numeric and literacy skills
  • Lives the 3 F’s – Fearless, Founder’s Mentality, Family
  • Willingness to travel to other sites when required
  • We are looking for people who have aspirations to experience different cultures.
  • Experience in Spirits industry or related FMCG

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.

Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.