Demand & Customer Service Manager
Location: Shepton Mallet
Department: Demand Planning / Customer Service / Supply Chain
Reports to: Head of Finance
Job type: Full-time, permanent: 40 Hours
Salary: Starting from £40,000 - £50,000 dependent on candidate and experience
About Framptons
Framptons is a long-established food manufacturing business based in Shepton Mallet, with a proud history spanning more than 125 years. We are one of the largest producers of plant-based drinks in the UK and continue to grow through strong customer partnerships, operational excellence and a commitment to producing safe, legal, authentic and high-quality products.
The role
We are looking for a Demand & Customer Service Manager to take ownership of the customer demand planning process across Framptons. This is a newly created, manager-level role that will play a key part in improving how customer demand is forecast, planned, reviewed and delivered across the business.
You will act as the key link between customers, Commercial, Operations, Planning, Customer Service and Finance, helping the business gain better visibility of forecast changes, service performance, inventory requirements and future demand risks. A significant part of the role will involve working directly with customers on forecasts, demand changes, service performance and future requirements.
Key responsibilities
· Own and maintain the final agreed sales forecast across customers and product categories.
· Develop rolling demand forecasts and consolidate inputs from customers, Commercial, Planning, Operations and Finance.
· Identify forecast risks, opportunities, promotions, customer changes, NPD requirements and demand drivers.
· Measure and improve forecast accuracy and forecast bias using consistent definitions and reporting.
· Act as the primary customer contact for forecasting and service performance discussions.
· Build collaborative customer relationships to improve forecast quality and reduce avoidable volatility.
· Support the development of service KPI reporting, review routines and clear performance insight.
· Help design, implement and facilitate the demand side of the S&OP process.
· Work with Operations and Planning to align customer demand with capacity, production plans, lead times and finished goods stock policies.
· Support inventory optimisation by balancing service, cost, storage and working capital considerations.
· Lead improvements in forecasting tools, customer service reporting, planning processes and data quality.
· Support health, safety, food safety and quality procedures across your work areas.
What we are looking for
· Experience in demand planning, customer supply chain, S&OP, commercial planning or a closely related role.
· Experience in FMCG, food manufacturing, drinks manufacturing or consumer products would be strongly preferred.
· Proven experience working directly with customers on forecasts, demand changes, service performance or supply chain topics.
· Strong analytical and numerical skills, with the ability to turn data into clear business insight and action.
· Experience improving planning processes, KPI reporting or cross-functional review routines.
· Strong communication, stakeholder management and customer-facing confidence.
· Commercial awareness and the ability to understand the cost and service impact of demand decisions.
· Advanced Excel skills, with Power BI, Pivot or similar reporting experience desirable.
· Experience supporting or leading S&OP, demand review or customer supply chain processes.
· A practical, proactive and resilient approach in a fast-moving manufacturing environment.
Why join us?
This is an excellent opportunity to shape a newly created role, build better planning capability and make a visible impact across a growing UK food manufacturing business. You will have the chance to work closely with customers and senior stakeholders, improve core business processes and help establish the foundations for a more mature supply chain function.
How to apply
If you have strong demand planning, customer supply chain or S&OP experience and are looking for a role where you can build, influence and improve, we would love to hear from you.
Please apply in writing, with an up to date CV detailing reasons why you should be considered for this position.
We are not able to offer sponsorship for this position.
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Canteen
- Casual dress
- Discounted or free food
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Sick pay
Work Location: In person
