Groceries Operations Manager at Nando's

Education :

• Degree or equivalent NQF level 7 qualification in Supply Chain/Logistics/Finance or relevant field

Experience:

• Demand/ Supply planning and forecasting Experience – 4-6 years
• FMCG/ Food Services Industry Experience – 4-6 years
• Logistics/ Warehousing Experience 3 – 5 years

Duties and Responsibilities

• Work closely with Business Development and customers to obtain visibility of new or changed customer demand, including promotional or special event activity –
• Review, Maintain and communicate rolling 12-month demand forecast with customers and internal stakeholders - Obtain monthly confirmation from customers for the demand plan for the upcoming 90 days and communicate with key stakeholders.
• Integrate additional/new products into demand planning as required
• Ensure that Outbound Operations are accurately and timely processed and KPIS are met - Investigate and resolve customer queries, and provide feedback to key stakeholders - Regularly monitor customer order performance (on-time & in-full) and address exceptions to improve performance
• Assist Finance with the investigation and resolution of customer claims
• Define, implement, and track Service Level Agreements (SLAs) with customers to ensure service expectations are met
• Maintain accurate customer master data to ensure clean inputs for planning and reporting
• Collaborate with the Supply Planner to develop and refine planning processes that support timely supplier deliveries
• Review and update a 12-month rolling supply forecast, ensuring monthly confirmation and clear communication with suppliers
• Integrate new product requirements into supplier planning processes to ensure readiness
• Monitor supplier fill rates, analyze delivery performance, and identify optimisation opportunities
• Lead investigations into supplier delivery issues and provide feedback to stakeholders
• Resolve supplier-related claims in partnership with Finance & Administration
• Define and manage SLAs with suppliers, track adherence, and address non-performance
• Oversee inventory accuracy by ensuring Stock Control reflects actual stock levels across all locations
• Manage the phasing in/out of new and old products across the supply chain
• Generate weekly and monthly supply and demand forecasting KPI reports, and distribute to key stakeholders
• Continually strive to improve supply and demand forecasting accuracy
• Ensure that the delivery of outbound customer shipments and inbound supplier deliveries are fulfilled
• Ensure all documentation is accurate and available on time for outbound shipments and inbound deliveries
• Monitor progress of outbound customer shipments, provide customers with regular updates and resolve any delays
• Monitor the progress of inbound supplier deliveries, provide internal stakeholders with regular updates and resolve any delays
• Measure 3rd-party logistics (e.g., freight forwarders) against defined SLAs and implement continuous performance improvement initiatives
• Review and maintain accurate target stock levels on the system for customer, supplier and internal stock locations
• Ensure forecasting systems are correctly configured
• Identify systems needs based on forecasted requirements
• Maintain all master data including the updating of relevant parameters (warehouse)
• Ensure system reporting capabilities are fit for purpose and updated
• Ensure demand and supply planning processes are well documented, aligned with business objectives, and kept up to date
• Ensure supply and demand forecast planning considers stock shelf life and minimises stock aging
• Drive continuous improvement in forecast accuracy and operational responsiveness
• Support the development, review, and maintenance of SOPs across the planning and logistics function
• Lead and develop a high-performing team including a Customer Care Planner and Supply Planner
• Provide clear direction, coaching, and feedback to support team capability and accountability
• Support organisational change initiatives by guiding the team through new processes and system rollouts