Purpose of the Role<\/p>\n
\tThe Customer Service Manager \u2013 MOVE is accountable for the performance, governance and continuous improvement of Diageo South Africa\u2019s 3PL logistics operations, ensuring safe, compliant, cost\u2011effective and customer\u2011focused distribution outcomes.
\n\tThe role supports the Head of OTC & Logistics in driving day\u2011to\u2011day execution excellence across warehousing, transport and inventory operations, while ensuring robust controls, KPI discipline, continuous improvement and due diligence across all MOVE activities.
\n\tDue to its location and scope, this role is a key member of the OTC Leadership Team, actively influencing performance, decision\u2011making and cross\u2011functional collaboration to deliver Diageo\u2019s South Africa strategy.
\n\tSuccess in this role is measured through service performance, cost efficiency, compliance adherence, continuous improvement outcomes, and the strength of 3PL partnerships<\/p>\n
Role Responsibilities:\u00a0<\/p>\n
End\u2011to\u2011End Distribution & Operational Excellence<\/p>\n
\tPrimary accountability for MOVE execution via the 3PL
\n\tManage end\u2011to\u2011end distribution operations covering warehousing, primary and secondary transport
\n\tEnsure network optimization and transport efficiencies are reviewed regularly with 3PL partners
\n\tMonitor service levels, capacity utilization and constraints, proactively addressing risks
\n\tPartner closely with Planning and the 3PL to deliver optimal warehousing and distribution solutions
\n\tBalance cost, service and reliability to deliver customer\u2011focused outcomes<\/p>\n
3PL Performance Management & Accountability<\/p>\n
\tOwn the performance agenda
\n\tLead formal 3PL Supplier Performance Management (SPM) reviews and governance forums
\n\tSet, track and review KPIs, SLAs and contractual performance milestones
\n\tHold partners accountable for delivery against agreed targets
\n\tIdentify performance gaps, define corrective actions and drive execution to closure
\n\tChampion a high\u2011performance culture, even without direct line management<\/p>\n
Compliance, Controls & Due Diligence<\/p>\n
\tNon\u2011negotiable ownership of standards and governance
\n\tEnsure all MOVE, HSE, Quality and EISC controls are fully embedded and adhered to
\n\tOwn monthly testing, tracking and reporting of controls across:
\n\tEnd\u2011to\u2011end inventory management and movements
\n\tWarehouse process controls
\n\tQuality controls (Finished Goods, Raw and Pack Materials)
\n\tEnsure SOP adherence, audit readiness and timely issue resolution
\n\tActively identify risks and lead mitigation plans in partnership with stakeholders<\/p>\n
Continuous Improvement & Cost Effectiveness<\/p>\n
\tDrive improvement, not just execution
\n\tIdentify improvement opportunities across cost, service, safety and efficiency
\n\tApply continuous improvement tools and structured problem\u2011solving methodologies
\n\tLead and track improvement initiatives with measurable outcomes
\n\tDrive cost\u2011effectiveness without compromising compliance or service
\n\tEmbed a mindset of continuous improvement with 3PLs and stakeholders<\/p>\n
Cross\u2011Functional Collaboration & Stakeholder Leadership<\/p>\n
\tOperate as a business partner, not a functional silo
\n\tPartner with Commercial, Plan, Make, MOVE and COE teams to ensure aligned execution of the Diageo strategy
\n\tSupport local execution of the Customer Collaboration Global Diageo program
\n\tInfluence stakeholders and suppliers to deliver integrated, end\u2011to\u2011end outcomes
\n\tAct as a trusted logistics advisor within the OTC Leadership Team<\/p>\n
Additional Responsibilities<\/p>\n
\tSupport to In\u2011House & Co\u2011Packing Warehousing (as required)
\n\tProvide operational and compliance support to Raw and Pack warehouse teams
\n\tEnsure adherence to compliance matrices and governance standards
\n\tLeveraging 3PL & Supplier Networks
\n\tMaximize the full capability of 3PL and supplier networks
\n\tInfluence non\u2011direct reports to deliver against Diageo\u2019s ambitions and goals
\n\tMarket & COE Support
\n\tWork closely with COE stakeholders to support evolving market and operational requirements<\/p>\n
Experience \/ skills required<\/p>\n
\tMinimum 5 years\u2019 experience in OTC, logistics or supply chain operations
\n\tProven experience managing 3PL partners in a complex operating environment
\n\tStrong operational background with demonstrated accountability ownership
\n\tDegree in Business, Supply Chain Management or related BSc field
\n\tStrong working knowledge of WMS systems and operational data
\n\tExcellent stakeholder engagement and influencing skills
\n\tStrong numeracy and analytical capability, with KPI\u2011driven decision\u2011making<\/p>\n
Critical Capabilities & Behaviors<\/p>\n
\tOperational Excellence: Deep understanding of warehouse and transport operations
\n\tAccountability & Ownership: Comfortable holding partners and stakeholders accountable
\n\tGovernance Mindset: Strong focus on controls, compliance and due diligence
\n\tContinuous Improvement Leadership: Proactive, flexible and change\u2011oriented
\n\tInfluence Without Authority: Able to lead outcomes without direct reports
\n\tCommunication: Clear, confident communicator at all levels<\/p>\n
Success Measures<\/p>\n
\tAchievement of MOVE KPIs (OTIF, cost, inventory accuracy, safety)
\n\tStrong 3PL performance and governance outcomes
\n\tAudit and compliance performance
\n\tDemonstrated delivery of continuous improvement initiatives
\n\tStakeholder satisfaction and cross\u2011functional collaboration effectiveness<\/p>\n
Apply via company website ( ) or<\/p>\n
diageo.wd3.myworkdayjobs.com<\/p>\n
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