Role Purpose

　　The purpose of the eCommerce Operations Specialist role is to execute operational efficiency across an assigned area and support the delivery of the operational goals and objectives of the eCommerce chapter. The role forms part of a Divisional operations team, ensuring the effectiveness of store and distribution operations through streamlining processes and executing training and development. The eCommerce Operations Specialist further supports efficient store operations by conducting frequent store visits, ensuring compliance to operational processes and service standards in store and across driver networks as well as investigating operational inefficiencies and identifying opportunities for improvements. The eCommerce Operations Specialist is an individual who is passionate about the customer and therefore drives processes to ensure the area is fulfilling its promises within agreed service level standards.

　　Role Description

　　Store Operations 

　　Ensures a strong relationship is formed with all staff related to Sixty60 Operations: 

　　Act as hands on support to branches and Help Centre to resolve operational issues.

　　Conduct regular store visits to drive performance and ensure processes and procedures are followed and to communicate these inefficiencies with Regional Teams.

　　Conduct store operational audits to ensure compliance. 

　　Identify operational inefficiencies through GAP / SWOT analysis. 

　　Communicate store audit findings and ensure resolution thereof. 

　　Attend store openings and support with the execution of the entire operational process. 

　　Coordinate the distribution of marketing material for new store openings. 

　　Implement operations flow from order injection to stores to handover to the driver and return and conduct product checks to increase the percentage of online orders.

　　Communicate all operational processes and procedures and ensure these are fully understood by all stakeholders including area managers, branch and store teams.

　　Manage order capacity across stores to ensure growth and to maximize the customer experience.

　　Effectively apply store scorecards to identify gaps or deviations and engage appropriately to resolve issues.

　　Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate.

　　Drive Special operational projects and implementation in stores to ensure effective execution and results.

　　Supporting of Divisional and Regional team in stores executing and maintaining good business practice around service delivery and store quality.

　　Creating, maintaining store users and profiles for existing and new stores

　　Investigating and escalating any highlighted claims brought forward by stores

　　Driver Network Compliance

　　Forge and maintain a good relationship with 3rd party delivery partners and staff:

　　Visit stores to perform daily, weekly, and monthly audits of the delivery network.  

　　Meet with compliance officers in the field to ensure agreed upon checks are conducted 

　　Ensure drivers obtain and maintain a good public image. 

　　Investigate driver complaints / discipline issues and resolve to completion. 

　　Ensure handover processes are adhered to.

　　Conduct GAP and root-cause analysis to resolve any network complexities. 

　　Provide proactive, fast, and reliable feedback on queries and resolutions.

　　Enforce driver discipline and compliance within operational standards

　　Maintaining relationship between store and 3rd party delivery partners

　　Training and Development

　　Conduct needs analysis to understand training and development needs.

　　Execute / facilitate training of new or existing processes. 

　　Draw up operational process flows, and standard operational procedures as required.

　　Responsible for Induction of new sixty60 stores and users

　　Qualifications and Experience

　　Degree of Diploma in Business, Retail Management, eCommerce or related – (preferred).

　　+1 years' experience in a similar capacity or role, executing store operations processes in a retail environment – (essential).

　　Experience executing supply chain and logistics processes within a retail operations environment – (essential).

　　Experience executing and facilitating training of retail operational procedures – (essential).

　　Proficiency in MS Office 365 with well-developed Excel skills – (essential).

　　Key competencies and work ethic

　　Strong customer-first thinking – Understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.

　　Organised with a strong drive for operational execution and efficiency - Ensures processes, targets and performance measurements are continuously met or exceeded.

　　Detail orientated with good problem-solving to identify process inefficiencies and proactively resolve performance or delivery concerns.

　　Business acumen – Understands retail standards and operational best practices to improve and drive performance.

　　Communication and reporting skills – Able to the convey information and data clearly, accurately, and succinctly in a meaningful way.

　　Collaborative partnering – Good interpersonal skills with the ability to build meaningful, sound relationships both internally and externally. Manages conflict well, balancing interpersonal needs with achieving organizational objectives.

　　Ability to work under pressure and manage multiple demands.

　　Our Group is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

　　We are committed to Employment Equity when recruiting internally and externally.

　　Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

　　If you don't hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.