Groceries Operations Manager

Nandos Group is looking for a Groceries Operations Manager which will be accountable for leading the end-to-end supply and logistics planning process across Nando’s international markets (Australia, New Zealand, North America, and International Business Development), ensuring a 98.5% external service level is consistently met. This includes detailed demand and supply planning, overseeing inbound deliveries from suppliers and outbound shipments to customers, and ensuring all documentation is accurate and complete. The role is responsible for assessing market-specific regulatory changes, monitoring supplier performance, and holding regular SLA review meetings to address delivery issues and anticipate potential risks. This role is accountable for stock availability in line with demand, on-time fulfilment of order, and accurate payment processing in collaboration with Finance.

**Minimum Requirements**:
**Education**:

- Degree or equivalent NQF level 7 qualification in Supply Chain/Logistics/Finance or relevant field

**Experience**:

- Demand/ Supply planning and forecasting Experience - 4-6 years
- FMCG/ Food Services Industry Experience - 4-6 years
- Logistics/ Warehousing Experience 3 - 5 years

**Duties and Responsibilities**:

- Work closely with Business Development and customers to obtain visibility of new or changed customer demand, including promotional or special event activity
- Review, Maintain and communicate rolling 12-month demand forecast with customers and internal stakeholders - Obtain monthly confirmation from customers for the demand plan for the upcoming 90 days and communicate with key stakeholders.
- Integrate additional/new products into demand planning as required
- Ensure that Outbound Operations are accurately and timely processed and KPIS are met - Investigate and resolve customer queries, and provide feedback to key stakeholders - Regularly monitor customer order performance (on-time & in-full) and address exceptions to improve performance
- Assist Finance with the investigation and resolution of customer claims
- Define, implement, and track Service Level Agreements (SLAs) with customers to ensure service expectations are met
- Maintain accurate customer master data to ensure clean inputs for planning and reporting
- Collaborate with the Supply Planner to develop and refine planning processes that support timely supplier deliveries
- Review and update a 12-month rolling supply forecast, ensuring monthly confirmation and clear communication with suppliers
- Integrate new product requirements into supplier planning processes to ensure readiness
- Monitor supplier fill rates, analyze delivery performance, and identify optimisation opportunities
- Lead investigations into supplier delivery issues and provide feedback to stakeholders
- Resolve supplier-related claims in partnership with Finance & Administration
- Define and manage SLAs with suppliers, track adherence, and address non-performance
- Oversee inventory accuracy by ensuring Stock Control reflects actual stock levels across all locations
- Manage the phasing in/out of new and old products across the supply chain
- Generate weekly and monthly supply and demand forecasting KPI reports, and distribute to key stakeholders
- Continually strive to improve supply and demand forecasting accuracy
- Ensure that the delivery of outbound customer shipments and inbound supplier deliveries are fulfilled
- Ensure all documentation is accurate and available on time for outbound shipments and inbound deliveries
- Monitor progress of outbound customer shipments, provide customers with regular updates and resolve any delays
- Monitor the progress of inbound supplier deliveries, provide internal stakeholders with regular updates and resolve any delays
- Measure 3rd-party logistics (e.g., freight forwarders) against defined SLAs and implement continuous performance improvement initiatives
- Review and maintain accurate target stock levels on the system for customer, supplier and internal stock locations
- Ensure forecasting systems are correctly configured
- Identify systems needs based on forecasted requirements
- Maintain all master data including the updating of relevant parameters (warehouse)
- Ensure system reporting capabilities are fit for purpose and updated
- Ensure demand and supply planning processes are well documented, aligned with business objectives, and kept up to date
- Ensure supply and demand forecast planning considers stock shelf life and minimises stock aging
- Drive continuous improvement in forecast accuracy and operational responsiveness
- Support the development, review, and maintenance of SOPs across the planning and logistics function
- Lead and develop a high-performing team including a Customer Care Planner and Supply Planner
- Provide clear direction, coaching, and feedback to support team capability and accountability
- Support organisational change initiatives by guiding the team through new processes and system