Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Cape Town
Contract: Permanent
EE position: Yes
IntroductionTo ensure that effective and sustainable online fulfilment processes are in place across all online services and are optimised to ensure outstanding service to our online customers.
To ensure all Performance Metrics and SLA's are in place and being adhered to by both internal and external stakeholders.
Key ResponsibilitiesService Performance Management in place with all partners and ensuring adherence to Standard Operating Procedures.Develop and manage all service and partner relationships, including service providers, operations and commercial management in stores, customer service centre, supply chain, online IT (internal), as well as transport partners, packaging, and equipment suppliers (internal/external).Defined SLA's with service providers are managed to ensure operational excellence.Accountable for all fulfilment asset/equipment/uniform management.Responsible for the execution of Risk and Compliance: Asset Management/OHASA as it relates to management of fulfilment equipment/infrastructure (totes, scanners, etc.
).Creation of daily, weekly, and monthly performance reporting for KPI management.
Ensure the relevant productivity measurement and benchmarking is performed to drive continuous improvement (e.g., exception reporting, root cause analysis, weekly service performance calls).Manage and coordinate post-peak and quarterly business updates/reviews with management and store teams.Service team enablement: Regular training/upskilling and tools of trade for your team members.Process optimisation and continuous improvement of all online fulfilment processes.Development and implementation of regular online fulfilment store audits to measure compliance.CompetenciesStrong customer service orientation.Excellent data-driven problem-solving and analytical skills.Process optimisation mindset/experience.Relationship and team-building skills.Ability to work under pressure.Managing a diverse team.Job Requirements5-8 years relevant experience in a service/distribution/operations-related management role.Retail E-commerce experience preferred/advantageous.
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