Customer Service Manager (3PL lead) at Diageo

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: 

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

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

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

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

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