Change and Capability Manager in London

Location: London

Report to: Head of Commercial Effectiveness

Role Type: Full time - Permanent

Closing Date: January 25

About Diageo Global Travel:

Global Travel (GT) is a microcosm of the Diageo world, serving the international travelling community through a mix of duty-free channels including airlines, airports, border stores, cruises, and ferries. It is the fourth largest Diageo market, targeting $750m NSV in the next few years.

The business has reshaped its vision and structure over the recent past to drive greater focus for the delivery of its ambitious strategy aligned to the Growth Ambition. The vision is to be the undisputed leader in Travel Retail, a leader in execution, engagement, and collaboration with customers in service of consumers.

The business operates through the following regions: Europe & the Americas, APAC, India and MENA. It encompasses ‘duty free’ sales in travel retail through airport shops, border shops, on-board airplanes, and international ferries and cruise lines.

About the function:

The Commercial Excellence function is dedicated to enhancing operational excellence within Global Travel. As a team we consist of Commercial Planning and Activation, driving EDGE through our Brand Ambassadors and delivering strategic transformation projects.

Our Sales team love building relationships, connecting with customers to sell our much-loved brands in new and vibrant markets where they can thrive. They help sell our iconic brands across 180 countries every year.

We’re operating across different markets, channels, and areas of expertise. Using your curiosity and passion, you’ll make the most of consumer insight and digital platforms, reaching new customers, markets, and celebrations to help us achieve our growth potential. We’ll support your learning and growth as you develop your career with us and work with people across our business to realise your fullest potential.

Role Purpose:

The Global Travel Change & Capability Manager plays a pivotal role in shaping and driving the capability agenda across Global Travel. The role leads high-impact capability initiatives, partnering with cross-functional teams to align priorities, build critical skills, and ensure teams are equipped to deliver against business priorities. In addition to capability leadership, the role provides essential change management expertise across key transformation programmes, ensuring that new processes, ways of working, and technologies are successfully embedded throughout Global Travel.

Key Responsibilities:

• GT Capability Leadership

• Lead the GT Capability Faculty, ensuring strong alignment, clear expectations, and coordinated delivery of capability initiatives.
• Drive faculty-led activities such as feedback gathering, leadership engagement, and cascaded communication across GT teams.

• Manage and maintain capability content across the GT MLH Channel, ensuring high-quality, relevant, and current learning materials.
• Oversee content governance and ensure consistency across training materials.

• Design, host, and implement flagship learning programmes including Diageo way of World Class Selling.
• Own end-to-end planning, development, delivery, and follow-up of personal development programmes within Global Travel i.e Summer Learning Series (measurement, insights, continuous improvement).
• Support the broader GT training calendar including scheduling, communications, and cross-functional coordination.

• Lead annual Exec Capability Prioritisation sessions in partnership with the GT HRBP.
• Provide regular capability updates to the Global Travel Exec team, maintaining visibility of progress, risks, and strategic alignment.
• Collaborate with functional leaders and faculty members to build GT-wide and function-specific capability plans.

• Align BA capability strategy and priorities across Global Travel and regional markets.
• In partnership with the agency Training Manager, lead the design, development, and delivery of BA Academy content (beginner, intermediate, expert levels).
• Host monthly global BA calls and academy sessions to support continuous development and performance.
• Ensure the BA Academy remains relevant, high-impact, and aligned to GT commercial priorities.

• Design and deliver new capability programmes for the Regional Programme Manager (RPM) community (e.g., capability prioritisation follow-up, RPM Connect—TBC).
• Work with RPMs to roll out regional and global capability initiatives effectively.

• Partner with Sweet & Chilli (brand partners), Brand, and Customer Marketing Manager teams to meet capability needs and support consistent BA learning experiences across all markets.
• Ensure capability content matches brand guidelines and functional expectations.

• Provide change management leadership and market support across ongoing GT transformation projects.
• Work closely with project teams to build and implement change, communication, and adoption plans.
• Support the development of training, customer engagement, and readiness assessments to ensure smooth implementation of new ways of working across Global Travel.
• Act as market lead for change deployment, ensuring local needs are addressed.

Key Skills & Experience:

• Essential

• Strong experience in capability development, learning design, or organisational development.
• Proven ability to design and deliver end-to-end learning programmes across global and regional teams.
• Experience in change management, communications, and embedding new processes or technologies.
• Ability to build trusted relationships across markets, functions, and senior partners.
• Strong project management and facilitation skills.
• Ability to influence and lead through others.

• Experience within FMCG, premium brands, or travel retail.
• Experience working with agencies or external training partners.
• Understanding of Global Travel or customer-facing capability programmes.

Leadership Capabilities:

• Inspire through Purpose – communicates with clarity and helps teams understand the “why”.
• Invest in Talent & Teams – builds capability through coaching, support, and clear direction.
• Shape the Future – identifies future capability needs and proactively builds solutions.
• Move with Pace & Agility – comfortable navigating ambiguity and managing multiple priorities.
• Create Conditions for People to Succeed – champions learning culture and employee development.

What This Role Delivers:

• A consistent, high-impact capability strategy across Global Travel.
• A fully embedded BA Academy that drives performance in-market.
• Strong engagement and alignment across RPMs, BAs, and teams across Global Travel.
• Successful delivery and adoption of key transformation initiatives across Global Travel.
• A visible uplift in functional capability, learning culture, and GT-wide engagement in development.

Flexible Working Statement:

Flexibility is key to our success. Talk to us about what flexibility means to you so that you’re supported to manage your wellbeing and balance your priorities from day one.

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, attitudes, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.