To deliver a seamless, world-class customer experience across all eCommerce fulfilment operations in South Africa. This role is responsible for ensuring on-time and in-full delivery performance across all courier partners, with a strong focus on Same Day and Scheduled deliveries.

The role oversees daily order execution, customer exception handling, omni-channel store support, reverse logistics, and overall customer experience across all digital channels.

Key Responsibilities

Fulfilment & Operations

• Manage daily order health across all SA channels (Same Day, Scheduled, Click & Collect, and store delivery), ensuring:
  • 98% SLA adherence
  • 100% daily order processing and courier handover
• Oversee TMS and courier partner performance, including:
  • Driver availability
  • Capacity planning (especially for sale and peak events)
  • Same Day delivery transfers
• Maintain and optimise capacity plans and reporting dashboards
• Continuously improve operational workflows, SOPs, and controls to minimise errors, delays, and risk
• Administer eCommerce orders, ensuring accuracy in delivery and returns processing
• Forecast, procure, and manage packaging materials (boxes, envelopes, etc.) across stores
• Troubleshoot and resolve escalated eCommerce order issues across all channels

Customer Experience & Escalations

• Manage customer communication for escalations, delivery updates, and SLA breach notifications
• Oversee returns, complaints, and operational incidents across Click & Collect and store delivery
• Manage stock transfers (SCTs) to fulfil Click & Collect orders where stock is unavailable
  • Ensure completion within 48 hours
  • Maintain proactive communication with customers throughout

Omni-channel Collaboration & Store Enablement

• Partner with Store Managers and Operations teams to ensure consistent execution of Click & Collect and store delivery
• Share weekly performance reports, KPIs, and SLA metrics with store teams
• Deliver training on operational processes, tools, and best practices
• Drive a strong omni-channel culture through:
  • Regular engagement and communication
  • Recognition of successes
  • Facilitated cross-store operational forums
• Provide operational support in-store when required, including picking, invoicing, and on-the-job training

Qualifications

• Matric / Grade 12 (essential)
• Relevant qualification in Administration, Business, Information Systems, or similar (preferred)
• Administration or project management qualification (advantageous)

Experience Required

• 2–3 years’ experience in retail or store operations
• Experience in eCommerce operations, fulfilment, or logistics
• Exposure to platforms such as Magento or Shopify (advantageous)
• Intermediate proficiency in Microsoft Office (Excel, Word, PowerPoint) or Apple equivalents
• Familiarity with Transport Management Systems (TMS) or similar platforms (advantageous)

Key Competencies

• Strong attention to detail and accuracy
• Customer-first mindset with a strong service orientation
• Excellent time management and ability to perform under pressure
• Proactive, solutions-driven approach to problem solving
• Strong planning, coordination, and organisational skills
• Deadline-driven with a focus on quality execution
• High level of computer literacy and adaptability to new systems
• Strong communication skills with the ability to collaborate across teams
• Ability to multitask in a fast-paced, dynamic environment
• Strong numerical, analytical, and reporting capability

Success Measures

• SLA adherence (≥98% on-time, in-full delivery)
• Order processing accuracy and turnaround times
• Customer satisfaction and resolution of escalations
• Effectiveness of store collaboration and omni-channel execution
• Continuous improvement in operational efficiency and reporting