Listing Reference:
woolw_001027
Listing Status:
Online
Apply By:
3 January 2025
Position Summary
- Industry: Wholesale & Retail Trade
- Job Category: FMCG, Retail, Wholesale, and Supply Chain
- Location: Cape Town
- Contract Type: Permanent
- Employment Equity Position: Yes
Introduction
This role ensures effective and sustainable online fulfillment processes are established and optimized to provide exceptional service to online customers. Additionally, the incumbent will ensure that internal and external stakeholders adhere to all performance metrics and SLAs.
Job Description
Service Performance Management:
- Establish and maintain service performance management systems with all partners.
- Ensure adherence to Standard Operating Procedures.
Relationship Management:
- Develop and manage relationships with key stakeholders, including service providers, store operations, commercial teams, the customer service center, supply chain, online IT, transport partners, packaging, and equipment suppliers (internal and external).
SLA Management:
- Define and manage SLAs with service providers to ensure operational excellence.
Fulfillment Asset Management:
- Accountable for managing all fulfillment assets, equipment, and uniforms.
Risk and Compliance:
- Ensure compliance with asset management and OHASA regulations related to fulfillment equipment and infrastructure (e.g., totes, and scanners).
Performance Reporting:
- Create daily, weekly, and monthly performance reports for KPI management.
- Conduct productivity measurement and benchmarking to drive continuous improvement.
Business Reviews:
- Coordinate post-peak and quarterly business updates and reviews with management and store teams.
Team Enablement:
- Provide regular training, upskilling, and tools of trade for team members.
Process Optimization:
- Continuously improve and optimize online fulfillment processes.
- Develop and implement regular store audits to measure compliance with online fulfillment standards.
Minimum Requirements
Competencies:
- Strong customer service orientation
- Excellent data-driven problem-solving and analytical skills
- Process optimization mindset/experience
- Strong relationship-building and team collaboration skills
- Effective verbal, written, and presentation skills
- Ability to work under pressure
- Strong planning and organizing abilities
- Proficient in stakeholder management
- Proven ability to manage a diverse team
Job Requirements:
- Relevant degree or diploma
- 5–8 years of experience in a service, distribution, or operations-related management role
- Relevant online order fulfillment experience
- Retail e-commerce experience is advantageous
This position offers an exciting opportunity to contribute to the success of a leading retailer’s online fulfillment operations. Apply today to join our dynamic team!