Role Purpose The purpose of the DComm Regional Operations Specialist role is to execute operational efficiency across an assigned area and support the delivery of the operational goals and objectives of the eCommerce chapter. The role forms part of an operations team, ensuring the effectiveness of store and distribution operations through streamlining processes and executing training and development. The DComm Regional Operations Specialist further supports efficient store operations by conducting frequent store visits, ensuring compliance to operational processes and service standards in store and across driver networks as well as investigating operational inefficiencies and identifying opportunities for improvements. The DComm Regional Operations Specialist is an individual who is passionate about the customer and therefore drives processes to ensure the area is fulfilling its promises within agreed service level standards.
Role Description Store Operations Act as hands-on support to branches and Help Centre to resolve operational issues. Conduct regular store visits to drive performance and ensure processes and procedures are followed. Conduct store operational audits to ensure compliance. Identify operational inefficiencies through GAP / SWOT analysis. Communicate store audit findings and ensure resolution thereof. Attend store openings and support with the execution of the entire operational process. Coordinate the distribution of marketing material for new store openings. Implement operations flow from order injection to stores to handover to the driver and return and conduct product checks to increase the percentage of online orders. Driver Network Compliance Visit stores to perform daily, weekly, and monthly audits of the delivery network. Meet with compliance officers in the field to ensure agreed upon checks are conducted. Ensure drivers obtain and maintain a good public image. Investigate driver complaints / discipline issues and resolve to completion. Ensure handover processes are adhered to. Conduct GAP and root-cause analysis to resolve any network complexities. Provide proactive, fast, and reliable feedback on queries and resolutions. Training and Development: Conduct needs analysis to understand training and development needs. Execute / facilitate training of new or existing processes. Draw up operational process flows, and standard operational procedures as required. Qualifications and experience Degree or Diploma in Business, Retail Management, eCommerce or related (preferred). +1 years' experience in a similar capacity or role, executing store operations processes in a retail environment (essential). Experience executing supply chain and logistics processes within a retail operations environment (essential). Experience executing and facilitating training of retail operational procedures (essential). Proficiency in MS Office 365 with well-developed Excel skills (essential).
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