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