Service & Partner Performance Manager

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

Job summary

A leading retail company in Cape Town seeks a Service Management professional to oversee online fulfillment processes. The ideal candidate will have 5-8 years of relevant experience and a strong understanding of retail e-commerce. Responsibilities include managing performance metrics, partner relationships, and compliance audits. This role requires excellent analytical skills and a customer service orientation.

Qualifications

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

Responsibilities

• Ensure Performance Metrics and SLAs are adhered to by all stakeholders.
• Manage service and partner relationships in operations.
• Create regular performance reporting for KPI management.
• Conduct audits for online fulfillment compliance.

Skills

Customer service orientation

Data-driven problem-solving

Relationship building

Process optimization

Job description

Job category : FMCG, Retail, Wholesale and Supply ChainLocation : Cape TownContract : PermanentEE position : YesIntroductionTo ensure that effective and sustainable online fulfilment processes are in place across all online services and are optimised to ensure outstanding service to our online customers.

Key Responsibilities

To ensure all Performance Metrics and SLA's are in place and being adhered to by both internal and external stakeholders.Service Performance Management in place with all partners and ensuring adherence to Standard Operating Procedures.Develop and manage all service and 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 and Compliance : Asset Management / OHASA as it relates to management of fulfilment equipment / infrastructure (totes, scanners, etc.).Creation of daily, weekly, and 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 and coordinate post-peak and quarterly business updates / reviews with management and store teams.Service team enablement : Regular training / upskilling and tools of trade for your team members.Process optimisation and continuous improvement of all online fulfilment processes.Development and implementation of regular online fulfilment store audits to measure compliancepetenciesStrong customer service orientation.Excellent data-driven problem-solving and analytical skills.Process optimisation mindset / experience.Relationship and 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.