Head of eCommerce Operations

Core Group ZA; Gauteng; On-site; ZAR 1,200,000 - 2,400,000; Full time

Job summary

Core Group ZA is seeking a Head of eCommerce Operations to own end-to-end fulfilment across istore.co.za and istorepre-owned.co.za. You will lead the operations team, manage SLA performance, and own relationships with courier partners nationwide, including DFS, BOPIS, and delivery.

You’ll set strategy, drive peak-period planning, optimize returns and payments, and align IT/digital integrations with business goals. This is a hands-on leadership role shaping omnichannel operations.

Qualifications

• Bachelor's degree or equivalent in logistics, supply chain, business administration.
• 8+ years in ecommerce fulfilment/logistics with leadership experience.
• Strong Excel and Power BI for executive reporting.
• Knowledge of payment gateways and ecommerce integrations.

Responsibilities

• Own ultimate accountability for SLA performance across all fulfilment channels.
• Lead the operations team and design the operating model for DC, DFS, and stores.
• Manage courier relationships, negotiations, and SLAs; monitor performance.
• Oversee returns/reverse logistics and cost optimisation initiatives.
• Ensure end-to-end order lifecycle from fulfilment to delivery across channels.

Skills

Excel

Power BI

Transport Management System

Payment gateways

Education

Bachelor's degree in Logistics, Supply Chain Management, Business Administration

Tools

Excel

Power BI

TMS

ERP/CRM integrations

Job description

The Head of eCommerce Operations carries ultimate accountability for every order placed on istore.co.za and istorepre-owned.co.za (and their respective apps) reaching the customer on time, however it is fulfilled — from the Distribution Centre, Deliver-from-Store (DFS) locations nationwide, Click & Collect / Buy Online Pick Up In Store (BOPIS), and express delivery services.

This is a senior leadership role that owns the operations function end to end. It leads the full operations team — including the Operations Manager (Fulfilment) and all fulfilment, fleet, and courier functions — and personally owns the strategic and commercial relationships with courier and logistics partners. Scope extends across the full order lifecycle: returns and reverse logistics, payment operations (including virtual and subscription transactions), the integrations that support e-commerce operations, and supply chain management as it relates to e-commerce operations. The role is built for a leader who is equally comfortable setting strategy and direction as they are rolling up their sleeves: stepping directly into live execution and escalations when it matters, while building and leveraging a capable operations team to deliver day to day.

The buck stops here for fulfilment SLA performance across every channel — delivery, stores, and click & collect.

KEY RESPONSIBILITIES

Fulfilment SLA Ownership

• Carry ultimate accountability for SLA performance across DC dispatch, Deliver-from-Store (DFS), Click & Collect (BOPIS), and express delivery
• Set the SLA framework, targets, and escalation thresholds across all fulfilment channels.
• Ensure 100% of pre-order and launch-day deliveries are fulfilled on launch day.
• Personally intervene on critical or high-visibility fulfilment failures.
• Own the fulfilment strategy and resourcing plan for peak peaks.
• Approve and oversee surge resourcing (driver shifts, courier capacity) ahead of known peaks.

Team Leadership & Operating Model

• Lead the full operations team, including all direct and indirect reports.
• Design and continuously refine the operating model across DC, DFS, click & collect, fleet, and courier functions to support growth and scale.
• Set direction and priorities for the team hold them accountable for day-to-day execution against SLA targets.
• Build organisational capability and succession depth so the team can execute consistently without constant direct intervention.
• Lead, coach, and develop the Operations Manager (Fulfilment) and the broader operations team.
• Own recruitment, onboarding, and performance management for all direct reports.
• Ensure all direct reports — including the Operations Manager and their team — have valid, up-to-date KPAs and completed Scorecard check-ins.
• Build a high-performance, accountable operations and fulfilment culture across the full team.
• Get directly involved in execution during critical incidents, peak trading, and launch events — not only in an oversight capacity.
• Step into live order pipelines and escalations personally when SLAs are at risk, working alongside the team to resolve issues in real time.
• Model a hands-on, execution-first leadership style across the operations team.

Courier & Logistics Partner Relationships

• Own the strategic and commercial relationship with all courier and last-mile logistics partners.
• Lead contract negotiations, rate cards, and service level agreements with courier partners.
• Represent iStore in senior-level courier and logistics engagements, including escalation of systemic performance issues.
• Evaluate and onboard new courier and logistics partners as the fulfilment footprint grows.
• Hold the Operations Manager and team accountable for day-to-day courier performance management, while retaining ultimate ownership of the relationship.

Store, DFS & Click-and-Collect Fulfilment

• Ensure DFS pick, pack, and dispatch processes are executed consistently across all participating stores.
• Ensure Click & Collect (BOPIS) readiness workflows are executed to SLA across all stores.
• Partner with retail store leadership to embed fulfilment processes into store operating rhythms.
• Ensure fulfilment execution is consistent across both istore.co.za and istorepre-owned.co.za.

Returns & Reverse Logistics Management

• Carry ultimate accountability for the end-to-end customer returns and collections process, from home and store locations, across all fulfilment channels.
• Ensure all return collection requests are actioned within defined SLAs.
• Oversee coordination with courier and driver fleet partners for return pickups, and ensure inventory is processed back to DC or store accurately.
• Own reverse logistics performance reporting, including returns volumes, failure rates, and SLA compliance.
• Identify and drive process improvements to reduce returns volumes and reverse logistics cost and cycle time.

Payments, Virtual & Subscription Transaction Management

• Own operational management of payments across all e-commerce transactions, ensuring accuracy, reconciliation, and timely settlement. Including but not limited to:
• virtual transactions (e.g. digital vouchers, gift cards, and virtual products)
• subscription-based transactions (e.g. recurring billing, renewals, and cancellations), ensuring accurate processing and a seamless customer experience.
• Partner with Finance to resolve payment failures, chargebacks, and reconciliation discrepancies.

Integrations (E-Commerce Operations)

• Act as operational owner for new system integrations affecting fulfilment.
• Coordinate with IT and Digital teams on integration issues, upgrades, and rollouts affecting e-commerce operations.
• Ensure integration failures are identified, escalated, and resolved within defined SLAs.
• Own the last-mile delivery cost base; set targets for cost per order and delivery cost efficiency.
• Approve courier commercial terms, invoice audit outcomes, and billing dispute resolutions.
• Sponsor and prioritise cost optimisation initiatives across the fulfilment network.
• Own the commercial relationship and contract for the Transport Management System vendor.

Operational Reporting & Governance

• Ensure daily, weekly, and monthly fulfilment, payments reporting is accurate, timely, and actioned.
• Own SLA governance: chair regular fulfilment performance reviews with the operations team and courier partners.
• Provide fulfilment performance reporting to leadership.

Stakeholder & Executive Engagement

• Act as the senior point of accountability for fulfilment performance to leadership.
• Build strong cross-functional relationships with Warehouse, Digital Commerce, Retail Store Operations, Finance, IT/Digital, and Customer Service leadership.
• Represent operations and fulfilment in executive planning, budgeting, and strategy discussions.

QUALIFICATIONS & EXPERIENCE

Required Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or equivalent; MBA or postgraduate qualification advantageous but not mandatory.
• Advanced proficiency in Excel and PowerBI for operational and executive-level reporting.
• Strong working knowledge of Transport Management Systems
• Working knowledge of payment gateways, payment reconciliation processes, and e-commerce systems integrations.

Experience Required

• Minimum 8 years of experience in e-commerce fulfilment, last-mile delivery, logistics, or retail operations, including at least 5 years in a senior management role leading other managers.
• Track record of owning SLA performance across multiple fulfilment channels (DC, DFS, click & collect, express) simultaneously.
• Managing or working closely with e-commerce systems integrations (payment gateways, TMS, ERP, inventory, or CRM platforms).
• Inventory and supply chain management within an e-commerce or omnichannel retail environment.
• High-pressure, high-volume retail or e-commerce execution environments, including peak trading and product launches.
• Experience across omnichannel fulfilment models (delivery, in-store, click & collect).