Service & Partner Performance Manager

Job category: FMCG, Retail, Wholesale and Supply Chain

Location: Cape Town

Contract: Permanent

EE position: Yes

Introduction

To ensure that effective & 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 & external stakeholders.

Responsibilities

• Service Performance Management in place with all partners and ensuring adherence to Standard Operating Procedures.
• Develop & Manage all Service & 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 & Compliance: Asset Management/OHASA as it relates to management of fulfilment equipment/infrastructure (totes, scanners etc.).
• Creation of daily, weekly & 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/co-ordination of post peak and quarterly business updates/reviews with Management and Store Teams.
• Service Team Enablement: Regular training/upskilling & Tools of Trade for your team members.
• Process optimisation & continuous improvement of all online fulfilment processes.
• Development & implementation of regular online fulfilment store audits to measure compliance.

Competencies

• Strong Customer Service orientation.
• Excellent data-driven problem solving & analytical skills.
• Process optimisation mind-set/experience.
• Relationship & team building skills.
• Ability to work under pressure.
• Managing a diverse team.

Job Requirements

• 5-8 years relevant experience in a service/distribution/operations related management role.
• Retail E-commerce experience preferred/advantageous.