Customer Service Manager (3PL lead)

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 .

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

Additional Information

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.

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