Service & Partner Performance Coordinator

Woolworths; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading retail company in Cape Town seeks a candidate to ensure operational excellence through effective service and process improvement strategies. The role requires strong customer service and analytical skills, along with experience in retail or supply chain. The ideal candidate will monitor escalations, drive improvements, and conduct performance reviews. Flexibility to work extended hours during peak times is essential. This position is permanent and part of a dynamic team committed to high standards.

Qualifications

• 3-5 years experience in Retail/Supply Chain/Online at a supervisory/management level.
• Understanding of store operational policies & procedures.
• Willingness to work extended hours and weekends during peak periods.
• Ability to travel.

Responsibilities

• Monitor and manage store and call center escalations.
• Support the rollout of new processes and system enhancements.
• Drive service and process improvements with partners.
• Conduct performance reviews and identify training needs.
• Facilitate monthly performance discussions with stakeholders.

Skills

Customer service orientation

Analytical skills

Communication skills

Planning and coordination

Collaboration

Relationship building

Stakeholder management

Education

Relevant degree / diploma

Tools

Excel

Job description

Overview

Listing reference: woolw_001398 Listing status: Online Apply by: 26 January 2026

Industry: Wholesale & Retail Trade Job category: Others: Sales and Purchasing Location: Cape Town Contract: Permanent EE position: No

Introduction

To drive service excellence & continuous improvement in online operations through a partnership with stores & our service partners

Job description

Systems

• Support rollout of new processes/initiatives and system enhancements driving any process optimisation opportunities or meeting statutory requirements
• Ensure system process compliance in line with agreed procedures
• Become SME in in store picking application to support problem solving and to drive enhancements.
• Weekly incident review with IT business partners to identify failure points and track any system enhancements impacting processes and efficiencies in store

Stores

• On-going review analysis & measurement of all online store processes in partnership with store/div ops teams to identify key focus areas and agree action plans
• Drive service and process improvements with internal & external partners
• Identify optimisation opportunities by analysing and interpreting data outputs from both internal and external sources to ensure process compliance aligned to KPI’s
• Drive corrective actions by identifying failure points through analysing & sharing key performance reports
• Identifying store training needs through store visits/performance reviews and provide support
• Facilitate monthly performance discussions with stakeholders in order to drive service improvements and identify system enhancements

Customer Service Centre/Customer

• Daily monitoring & management of store and call centre escalations in order to drive resolutions and doing root cause analysis.
• Support the rollout of peak plans by co-ordinating with all relevant stakeholders (divisional operations, call centre & delivery partners)
• Establish weekly feedback sessions with the CSC to identify current pain points

Trade

• Review and brief stores and CSC on all promos and events which could have an impact on order and call volumes
• Enable trade discussions with stakeholders to review product limits, availability and any triggers impacting store operations and the customer experience

COMPETENCIES

• Strong customer service orientation
• Strong analytical skills through use of data and process reviews
• Good communication skills – verbal and written
• Able to plan, co-ordinate and work in a pressurized environment
• Able to collaborate
• Able to build relationships
• Able to manage stakeholders (internal & external)

Minimum requirements

• Relevant degree / diploma
• Relevant work experience (3-5 years Retail/Supply Chain/Online Experience at a supervisory/management level)
• Understanding of store operational policies & procedures
• PC literate (proficient in excel at intermediate level)
• Flexibility - Able to work extended hours/weekends over peak periods
• Able to travel

“As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions”