Logistics Customer Service Manager

Logistics Customer Service Manager

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.

About the Role

This role manages the customer service and logistics operations for Diageo's NI keg and IOI packaged goods portfolio, covering warehousing, secondary distribution, and reverse logistics. It collaborates with internal teams (Demand, Planning, Primary Logistics) and external collaborators (3PLs, customers, representative bodies). The role is pivotal in ensuring seamless service delivery to over 10,000 customers weekly across On-Trade and Off-Trade channels.

This role will lead the Northern Ireland and Ireland of Ireland packaged goods logistics customer service function, ensuring high service levels, operational efficiency, and collaborator satisfaction. The role requires balancing strategic oversight with hands-on leadership, especially in navigating complex interpersonal dynamics and emotional intelligence across diverse collaborator groups.

Role Responsibilities

• Customer Service Leadership: Own the customer experience across logistics touchpoints, ensuring Key Performance Indicators are met or exceeded.
• Customer & Relationship Management: Build and maintain strong relationships with internal teams and external partners.
• People Leadership: Lead with empathy and resilience, managing emotional dynamics and fostering a culture of trust and accountability.
• Project & Change Management: Drive continuous improvement and lead strategic projects that enhance service, reduce costs, and improve compliance.
• Contract & Budget Oversight: Manage 3PL contracts and operational budgets, ensuring value delivery and adherence to SLAs.
• Compliance & Safety: Champion health and safety standards and ensure full compliance with legal and Diageo policies.
• Knowledge Leadership: Act as a go-to expert and "super user," demonstrating deep institutional knowledge to support team development and operational excellence.

Experience / Skills Required

• Degree or equivalent experience in Supply Chain, Logistics, or related field
• 5+ years in logistics management, preferably in FMCG or drinks industry
• Proven experience in contract management, project leadership, and collaborator engagement
• Strong emotional intelligence and people management skills
• Familiarity with SAP and Diageo systems
• Deep understanding of Republic of Ireland keg operations and retail logistics landscape
• Ability to flex communication style across diverse collaborators
• Resilience and maturity in handling high-pressure, emotionally charged situations
• Strategic mindset with a hands-on approach to problem-solving
• Trusted leadership presence—able to "stand up when needed"
• Passion for continuous improvement and team engagement

Flexible Working Statement: Flexibility is key to our success. Talk to us about what flexibility means to you so that you're supported to manage your wellbeing and balance your priorities from day one.

Diversity Statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.