and operational metrics.
Core Activities & Accountabilities
- Manage collaborative and cohesive relationships between internal and external customers.
- To provide resources to ensure employees can adequately perform their roles (e.g. uniforms, shopper cards, marketing material).
- To coach and motivate employees to achieve sales results and operational metrics
- To lead and manage a team of Supervisors, Shoppers and Drivers to ensure daily flawless service delivery to our customers.
- To own efficiency and quality metrics.
- Help to drive regional growth through launching new coverage areas and shopper onboarding.
- Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, data-driven mindset.
- Initiate and lead processes to ensure qualified applicants join our Shopper and Driver teams.
- Ensure continuous compliance on Supervisors, Shoppers and Drivers
- Support the Head Office Operations Managers on special projects for continued operating efficiency and growth.
- Provide an operational perspective to teams at HQ, including Logistics and Community Operations to ensure bestpractices and protocols.
- Daily management of Supervisors, Shoppers and Drivers to ensure all teams are working optimally to reach their KPIs, specifically related to on-time fulfilment.
- Demonstrate consistent application of internal procedures.
- To implement and anticipate the change management process
- Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organisational needs.
- Assist and attend to escalated Supervisor, Shopper and Driver queries
- Resolves escalated customer complaints
- Provide constant feedback to the National Operations Manager on unresolved customer queries
- Investigate and respond to escalated queries and ensure they are timeously resolved
- Foresees potential problems before they occur and takes action to prevent them from occurring
- Consults widely with people inside and outside own region to solve problems
- To send training report sent to the Training Specialist if conducted the training
- Manage the performance of the field staff
- Train and develop Supervisors, Shoppers and Drivers when required
- Update report sent, daily, bi-weekly via email to Line Manager.
- Report staff movements and ensure they are tracked and reported weekly to the Line Manager
- Payroll overtime and movement report sent monthly as per deadline dates
- Ensure submission and tracking of Leave
- Daily call log at 9 am with Line Manager.
- Daily and weekly KPI reporting.
- Ensures accuracy of reporting
- Ensures real-time reporting is always available and visible
- Reports are accurate and timeously submitted to relevant parties
- Minimum Matric certification
- Higher education in Operations or equivalent
- Ideal candidates have 2-3 years of experience in retail or supply chain operations, project management and/or customer support.
- Experience in managing a team
- Experience in meeting sales targets
- Proficient in Microsoft Word and Excel.
- Good use and understanding of Charting and Pivot tables in Excel
- High attention to detail and strong execution skills.
- Excellent organisational and communication skills.
- Demonstrated success in leading teams.
- Strong critical thinking ability in technical and non-technical issues.
- Ability to work in a fast-paced, constantly evolving environment.
- Positive attitude and fortitude to work through ever-changing and dynamic operational conditions.
- Interpersonal skills
- Ability to build and maintain relationships
- Resilience
- Decisive and action-orientated
- Assertiveness
- Ability to work independently and under pressure
- High emotional intelligence
- Negotiation skills
- Professional verbal and written communication skills
- Responsive
- Effective planning and organising
- Self-directed and motivated
- Working conditions cover various circumstances, from regular evening and weekend work, public holidays
- Travel to different stores within your portfolio
- Excellent vision and hand-eye coordination to stay safe while driving.
- Ability to walk, drive, and lift and carry heavy items for extended periods.
