Demand & Customer Service Manager

Framptons Limited; Shepton Mallet; On-site; GBP 40,000 - 50,000; Full time

Job summary

Framptons Limited in Shepton Mallet is seeking a Demand & Customer Service Manager to own demand, forecasting and service performance. You will collaborate with customers, Commercial, Operations, Planning, Customer Service, Finance and Senior Management to shape demand and inventory needs.

This newly created role focuses on improving forecast quality, service levels and cross-functional decision making, offering a pivotal impact on supply chain maturity and customer satisfaction.

Qualifications

• Experience in demand planning, customer supply chain, S&OP, commercial planning or a similar role.
• Strong customer-facing confidence and the ability to build collaborative working relationships.
• Evidence-based approach to challenging assumptions and improving ways of working.
• Strong analytical and numerical ability, with advanced Excel skills.
• Experience in FMCG, food, drink or consumer products environments would be beneficial.
• Knowledge of OTIF, forecast accuracy, service and planning measures.
• Ability to influence across functions and build accountability without direct authority.
• Proactive, organised and resilient, comfortable building processes from an immature starting point.

Responsibilities

• Own the final agreed sales forecast across all customers and product categories.
• Work directly with customers to improve forecast quality, visibility and service performance.
• Identify demand risks, customer changes, promotions, NPD requirements and supply constraints early.
• Develop consistent reporting for forecast accuracy, forecast bias, service KPIs and inventory trends.
• Help establish structured monthly demand reviews and the demand side of the S&OP process.
• Partner with Operations and Planning to align demand with capacity, production plans, lead times and finished goods stock policies.
• Support inventory optimisation without compromising customer service.
• Improve forecasting tools, reporting standards, data quality and planning governance.

Skills

Demand planning

Customer supply chain

S&OP

Commercial planning

Advanced Excel

Tools

Excel

Job description

Shepton Mallet | Framptons Ltd | Full-time, permanent: 40 Hours | Starting salary from £40,000 - £50,000 dependent on candidate and experience

Framptons is looking for a Demand & Customer Service Manager to join our team in Shepton Mallet and take ownership of a newly created role at the heart of our customer demand, forecasting and service performance processes.

With more than 125 years of manufacturing heritage, Framptons is one of the UK's largest producers of plant-based drinks. As we continue to develop our planning capability, customer partnerships and supply chain maturity, this role will be central to improving how we forecast demand, understand service performance and make joined-up commercial and operational decisions.

This is a brilliant opportunity for someone who enjoys combining data, customer collaboration and cross-functional influence. You will work closely with customers, Commercial, Operations, Planning, Customer Service, Finance and the Senior Management team to create a clearer view of demand, risks, opportunities, inventory requirements and future service expectations.

What you will be doing

• Owning the final agreed sales forecast across all customers and product categories.
• Working directly with customers to improve forecast quality, visibility and service performance.
• Identifying demand risks, customer changes, promotions, NPD requirements and supply constraints early.
• Developing consistent reporting for forecast accuracy, forecast bias, service KPIs and inventory trends.
• Helping establish structured monthly demand reviews and the demand side of the S&OP process.
• Partnering with Operations and Planning to align demand with capacity, production plans, lead times and finished goods stock policies.
• Supporting inventory optimisation without compromising customer service.
• Improving forecasting tools, reporting standards, data quality and planning governance.

What you will bring

• Experience in demand planning, customer supply chain, S&OP, commercial planning or a similar role.
• Strong customer-facing confidence and the ability to build collaborative working relationships.
• A clear, evidence-based approach to challenging assumptions and improving ways of working.
• Strong analytical and numerical ability, with advanced Excel skills.
• Experience in FMCG, food, drink or consumer products environments would be highly beneficial.
• Knowledge of service and planning measures such as OTIF, customer fill rate, forecast accuracy, forecast bias and stock cover.
• The ability to influence across functions and build accountability without relying on direct authority.
• A proactive, organised and resilient style, comfortable building processes from an immature starting point.

Why this role matters

This is not a maintenance role - it is a chance to build something. You will help shape the foundations of a more mature supply chain function, improve customer conversations, strengthen forecast confidence and give the business clearer insight into the decisions that affect service, stock, cost and growth.

Interested?

If you are a commercially aware demand planning or customer supply chain professional who enjoys working with customers, data and cross-functional teams, we would love to hear from you.