Customer Service Manager (3PL lead)

Job Description :

Job Title: Customer Service Manager (3PL lead)

Functions:

Our Supply Chain and Manufacturing team are problem-solvers, sourcing, producing, and delivering our much-loved brands to delight customers around the globe. Over half of Diageo’s 30,000+ people work in Supply Chain and Manufacturing. It’s an intricate and sophisticated operation that’s the product of logistical, manufacturing, and technical collaborations.

Our teams in 100 sites in over 30 countries cover production facilities, supplier relationships, customer collaborations and third-party agreements. We’re committed to realising our ‘Society 2030: Spirit of Progress’ goals, to protect the environment and support our farmers and suppliers. Whatever your skills and experience, we’ll help you to thrive in our inclusive culture.

About the role:

This role operates within Diageo South Africa’s MOVE agenda and has primary accountability for the end‑to‑end management, performance and governance of third‑party logistics (3PL) operations.

Given the scale and complexity of the South African market, the Customer Service Manager – MOVE plays a critical role in ensuring operational excellence, cost efficiency, customer service performance, compliance and continuous improvement across warehousing and distribution.

The role is a key contributor to the OTC Leadership Team, influencing cross‑functional decisions and driving performance through strong supplier partnerships, governance discipline and accountability, despite having no direct reports.

a) Financial

No direct budget responsibility; however accountable for financial stewardship through accurate supplier billing, detailed reconciliations, and visibility of logistics cost drivers and inventory‑related financial exposure.

b) Market / Role Complexity

• Operates within a highly complex, multi‑node South African logistics network, comprising 9 locations, multiple production and co‑packing sites, and approximately 250 direct customer drop points nationally.

• Accountable for end‑to‑end management of Finished Goods, Raw and Packaging material movements executed by 3PL partners across inbound, inter‑site, co‑packer and outbound flows.

• Manages operations in an environment with non‑integrated systems between Diageo and 3PLs, creating heightened complexity in inventory visibility, reconciliation, control integrity and working capital risk.

• Plays a critical integrative role across MOVE, Planning, Toll Manufacturing and TPO operations, where physical inventory movement remains outsourced despite dedicated Customer Service roles.

• Carries significant service, inventory, compliance and financial risk exposure, requiring strong governance, due diligence and performance management despite having no direct reports.

Purpose of the Role

The Customer Service Manager – MOVE is accountable for the performance, governance and continuous improvement of Diageo South Africa’s 3PL logistics operations, ensuring safe, compliant, cost‑effective and customer‑focused distribution outcomes.

The role supports the Head of OTC & Logistics in driving day‑to‑day execution excellence across warehousing, transport and inventory operations, while ensuring robust controls, KPI discipline, continuous improvement and due diligence across all MOVE activities.

Due to its location and scope, this role is a key member of the OTC Leadership Team, actively influencing performance, decision‑making and cross‑functional collaboration to deliver Diageo’s South Africa strategy.

Success in this role is measured through service performance, cost efficiency, compliance adherence, continuous improvement outcomes, and the strength of 3PL partnerships

.

Role Responsibilities:

1. End‑to‑End Distribution & Operational Excellence

Primary accountability for MOVE execution via the 3PL

• Manage end‑to‑end distribution operations covering warehousing, primary and secondary transport

• Ensure network optimization and transport efficiencies are reviewed regularly with 3PL partners

• Monitor service levels, capacity utilization and constraints, proactively addressing risks

• Partner closely with Planning and the 3PL to deliver optimal warehousing and distribution solutions

• Balance cost, service and reliability to deliver customer‑focused outcomes

2. 3PL Performance Management & Accountability

Own the performance agenda

• Lead formal 3PL Supplier Performance Management (SPM) reviews and governance forums

• Set, track and review KPIs, SLAs and contractual performance milestones

• Hold partners accountable for delivery against agreed targets

• Identify performance gaps, define corrective actions and drive execution to closure

• Champion a high‑performance culture, even without direct line management

3. Compliance, Controls & Due Diligence

Non‑negotiable ownership of standards and governance

• Ensure all MOVE, HSE, Quality and EISC controls are fully embedded and adhered to

• Own monthly testing, tracking and reporting of controls across:

  • End‑to‑end inventory management and movements

  • Warehouse process controls

  • Quality controls (Finished Goods, Raw and Pack Materials)

• Ensure SOP adherence, audit readiness and timely issue resolution

• Actively identify risks and lead mitigation plans in partnership with stakeholders

4. Continuous Improvement & Cost Effectiveness

Drive improvement, not just execution

• Identify improvement opportunities across cost, service, safety and efficiency

• Apply continuous improvement tools and structured problem‑solving methodologies

• Lead and track improvement initiatives with measurable outcomes

• Drive cost‑effectiveness without compromising compliance or service

• Embed a mindset of continuous improvement with 3PLs and stakeholders

5. Cross‑Functional Collaboration & Stakeholder Leadership

Operate as a business partner, not a functional silo

• Partner with Commercial, Plan, Make, MOVE and COE teams to ensure aligned execution of the Diageo strategy

• Support local execution of the Customer Collaboration Global Diageo program

• Influence stakeholders and suppliers to deliver integrated, end‑to‑end outcomes

• Act as a trusted logistics advisor within the OTC Leadership Team

Additional Responsibilities

Support to In‑House & Co‑Packing Warehousing (as required)

• Provide operational and compliance support to Raw and Pack warehouse teams

• Ensure adherence to compliance matrices and governance standards

Leveraging 3PL & Supplier Networks

• Maximize the full capability of 3PL and supplier networks

• Influence non‑direct reports to deliver against Diageo’s ambitions and goals

Market & COE Support

• Work closely with COE stakeholders to support evolving market and operational requirements

Experience / skills required

• Minimum 5 years’ experience in OTC, logistics or supply chain operations

• Proven experience managing 3PL partners in a complex operating environment

• Strong operational background with demonstrated accountability ownership

• Degree in Business, Supply Chain Management or related BSc field

• Strong working knowledge of WMS systems and operational data

• Excellent stakeholder engagement and influencing skills

• Strong numeracy and analytical capability, with KPI‑driven decision‑making

Critical Capabilities & Behaviors

• Operational Excellence: Deep understanding of warehouse and transport operations

• Accountability & Ownership: Comfortable holding partners and stakeholders accountable

• Governance Mindset: Strong focus on controls, compliance and due diligence

• Continuous Improvement Leadership: Proactive, flexible and change‑oriented

• Influence Without Authority: Able to lead outcomes without direct reports

• Communication: Clear, confident communicator at all levels

Success Measures

• Achievement of MOVE KPIs (OTIF, cost, inventory accuracy, safety)

• Strong 3PL performance and governance outcomes

• Audit and compliance performance

• Demonstrated delivery of continuous improvement initiatives

• Stakeholder satisfaction and cross‑functional collaboration effectiveness

Barriers to Success

• Failure to Uphold Standards: Inability to consistently apply EISC, MOVE, HSE or Quality standards

• Weak Performance Management: Limited ability to define, track and enforce tiered KPIs and supplier performance expectations

• Resistance to Change: Inability to drive and sustain continuous improvement initiatives

• 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, mindsets, 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.

  Feel inspired? Then this may be the opportunity for you. 

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

Worker Type :

Regular

Primary Location:

Waterfall

Additional Locations :

Job Posting Start Date :

2026-05-05