Retail Operations & Account Manager

The Herbalist; Durban; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A health-focused company in Durban is seeking a Retail Operations & Account Manager to oversee retail management and enhance customer relationships. The role involves implementing systems, leading a team, and driving operational excellence. Ideal candidates should have strong experience in FMCG, demonstrate leadership capabilities, and possess excellent communication skills. The position offers a base salary between R40k-R65k monthly, with potential for hybrid work.

Qualifications

• Proven experience in FMCG, retail operations, or account management.
• Ability to implement and run systems and processes.
• Strong management and leadership capability.

Responsibilities

• Implement and improve retail systems and processes.
• Manage the retail team and set clear expectations.
• Act as the primary contact for existing retail customers.

Skills

FMCG experience

Retail operations management

Leadership capability

Communication skills

Proactive problem-solving

Microsoft Suite proficiency

Job description

Who we are:

The Herbalist is made up of a passionate team of individuals trying to make a difference in the health care industry. We have a fast paced, friendly work environment and have been growing consistently over the past few years. Our product range consists of herbal supplements that we know can be very beneficial to people wanting to improve their health and quality of life. We aim to embody our mission in our everyday work life.

Role Overview:

The Retail Operations & Account Manager is responsible for the effective management, structure, and performance of the retail department. This role focuses on strong people management, system implementation, and maintaining excellent relationships with existing retail customers.

The role is operational and relationship-driven first, with sales growth being a secondary objective. This role will need to be creative to implement strategies to improve in-store presence. The ideal candidate is organized, proactive, independent, and comfortable owning outcomes without needing constant direction.

Preferably in office, with the opportunity of hybrid work.

Monthly base CTC: R40k-R65k (this range can be adjusted depending on the candidate)

Key Responsibilities:

Retail Operations & Systems (Primary Focus)

• Implement, manage, and continuously improve retail systems, processes, and workflows
• Build the professionalism of the retail department.
• Ensure retail operations run smoothly, efficiently, and consistently
• Identify operational gaps and proactively implement solutions
• Maintain accurate reporting on retail performance, stock flow, and account activity
• Ensure financial discipline within the retail department (pricing, margins, basic forecasting, account oversight)

People & Department Management

• Lead, manage, and support the retail team with clear expectations and accountability.
• Drive structure, prioritization, and clear communication within the department.
• Foster a culture of ownership, professionalism, and continuous improvement.

Customer & Account Management

• Act as the primary point of oversight for existing retail customers.
• Ensure customers are kept informed about retail updates, changes, launches, or issues.
• Maintain strong, long-term relationships that prioritize trust and reliability.
• Proactively address customer concerns before they escalate.

Growth Support (Secondary / Bonus Area)

• Identify potential new retail opportunities or stores.
• Make initial contact with prospective retail partners where appropriate.
• Support onboarding of new stores, agents, or agencies when required.

Required Experience & Skills

• Proven experience in FMCG, retail operations, or account management.
• Strong management and leadership capability.
• Demonstrated ability to implement and run systems and processes.
• High level of independence and proactive problem-solving.
• Excellent communication and relationship management skills.
• Comfortable working across operations, customers, and basic financial oversight.
• Strong Microsoft suite skills.

2. KPIs & SUCCESS METRICS

Operational KPIs

• Retail systems implemented and functioning effectively.
• Reduction in operational errors, delays, or customer complaints.
• On-time and accurate reporting (weekly / monthly).
• Clear documented processes for key retail functions.

Customer KPIs

• Stock movement.
• Customer satisfaction feedback (formal or informal).
• Response times to customer queries and issues.
• Proactive communication (measured via updates, check-ins, or feedback).

People & Management KPIs

• Team accountability and performance consistency.
• Reduced dependency on senior management for day-to-day decisions.
• Clear task ownership and follow-through within the retail team.

Growth (Secondary)

• Number of new retail leads contacted.
• Successful onboarding of new stores or agents (where applicable).