Key Account Manager

takealot.com; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Takealot Fulfilment Solutions (TFS) in Cape Town is seeking a seasoned Key Account Manager to manage strategic client relationships and drive service excellence across the fulfilment network.

You will coordinate with Order Fulfilment, Call Centre, and Dispatch teams to ensure client expectations align with operational delivery, while developing account plans and presenting performance reviews to clients.

Qualifications

• Degree in Logistics/Operations Management/Supply Chain Management/Engineering or Business/Commerce.

Responsibilities

• Coordinate with the Order Fulfilment team to align client expectations and delivery performance.
• Monitor delivery performance from dispatch to customer across the fulfilment network and resolve issues.
• Oversee claims, queries and complaints from a client relationship perspective; ensure timely resolution.

Skills

Stakeholder management

Negotiation

Strategic thinking

Leadership

Communication

Relationship building

Education

Degree in logistics/operations management/supply chain/engineering or business/commerce

Job description

Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talentedKey Account Managerto join our team inCape Town

Join Our Mission at Takealot Fulfilment Solutions | We Are TFS

Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.

Who We're Looking For:

Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.

This position reports to the :Head of Order Fulfillment

Your responsibilities can include:

• Coordinate with the Order Fulfilment team who manages the operational last-mile hubs to ensure alignment between client expectations and operational delivery performance
• Monitor delivery performance from dispatch to customer across the fulfilment network, working through relevant operational teams to resolve operational issues
• Oversee exception management, claims, queries, and complaints from a client relationship perspective, ensuring timely resolution and client communication
• Establish daily, weekly, and monthly performance measures to track service delivery against client SLAs
• Facilitate system integration and data sharing between client systems and the fulfilment operation,
• Assemble and analyse daily operational data to manage and report on the client experience
• Work closely with the Call Centre, Dispatch, and Order Fulfilment to ensure smooth handovers and clear communication with clients and their customers
• Develop and implement key account plans for strategic clients in line with the overall fulfilment and commercial strategy
• Build and maintain strategic working relationships with key clients through regular business reviews (telephonic and face-to-face) to ensure service level agreements are met and to identify opportunities for service improvement and collaboration
• Act as the primary point of contact for key clients on all fulfilment-related matters, including performance reporting, escalations, and service reviews
• Identify and pursue growth opportunities with key clients that expand the scope of services, volume, or coverage
• Create tailored fulfilment solutions that meet the short and long-term needs of key clients
• Prepare and present performance, service improvement, and partnership proposals to key clients
• Provide professional and exceptional service in all interactions with clients and their representatives
• Monitor the competitive landscape for fulfilment and logistics services and maintain a client relationship database
• Report on key account performance, client satisfaction, and relationship health as required (weekly and monthly)
• Maintain a high level of relevant industry knowledge, particularly in e-commerce fulfilment, last-mile logistics, and 3PL market trends
• Constantly review existing processes to ensure they are streamlined and scalable,
• Identify continuous improvement initiatives that drive improved performance results for clients
• Oversee claims process management from a client perspective — preparing reports, monitoring and analysing claims data to identify trends, patterns, and opportunities for improvement
• Develop and implement policies, procedures, and workflows to streamline claims processing and improve the client experience

Qualifications and experience:

• Degree in Logistics/Operations Management/Supply Chain Management/Engineering or Business/Commerce
• 7–10 years’ experience in Supply Chain/Logistics
• Minimum 3 years’ experience in a management role in operations
• Sound operational background in dealing with branch/franchise networks
• Experience of managing customers at a senior level
• Experience managing key logistics partnerships or third-party provider relationships at a strategic level
• Demonstrated ability to develop and execute account or partnership plans with external providers
• Experience managing key client relationships or accounts in a logistics, fulfilment, or supply chain environment
• Demonstrated ability to coordinate across operational and commercial functions
• Experience acting as the primary interface between clients and internal operations

Attributes required :

• Excellent verbal and written communication
• Excellent influencing, persuading and negotiating
• Strong problem evaluation and solution
• Good leadership and team development
• Critical impact contract and commercial negotiation experience at executive level
• Logistics supply chain design and development expertise
• Ability to interpret complex operational environments and implement leading-edge, high-performance management methodologies
• Relationship building
• Client focus
• Pressure resilience

Why Join TFS:

• Purpose-driven impact: Transform lives through logistics innovation
• Advanced technology: Work with cutting-edge systems in a fast-paced environment
• Career growth: Thrive in an agile space that champions continuous improvement

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.

More than just a job, we offer:

A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.

Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.