Overview
Logistics Customer Service Manager based in Dublin.
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) to ensure seamless service delivery to over 10,000 customers weekly across On-Trade and Off-Trade channels.
The position leads the Northern Ireland and Ireland packaged goods logistics customer service function, balancing strategic oversight with hands-on leadership and strong interpersonal 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
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 & Inclusion
Our purpose is to celebrate life, every day, everywhere.
Creating an inclusive culture where everyone feels valued and that they belong is a crucial part of this.
We embrace diversity in the broadest sense and welcome you for who you are.
You'll be part of and help build an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.
With over 200 brands sold in more than 180 countries, we're the world's leading premium drinks company.
If you require a reasonable adjustment, please capture this information when you submit your application.
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