Role Purpose:
The purpose of the eCommerce Regional Operations Support Manager role is to drive operational efficiency within an assigned region with the aim of delivering on the operational goals and objectives of the eCommerce chapter.
The role forms part of the operations team and assumes end-to-end accountability for a region, supporting stores, courier partners and internal stakeholders through the execution of operational effectiveness, processes, systems and delivery of eCommerce customer orders. The role actively supports branches and is the first to investigate inefficiencies and service delivery issues.
The eCommerce Regional Operations Support Manager role is all about bringing happiness to our customers and stores by taking proactive steps to ensure the operation is fulfilling its promises within agreed service level standards.
Role Description:
- Communicate all operational processes and procedures and ensure these are fully understood by all stakeholders including area managers, branch and store teams.
- Identify issues in execution across stores and engage with relevant stakeholders to find an appropriate and timeous solution.
- Act as support for branches and Help Centre to resolve operational issues and queries regarding service delivery in store.
- Conduct needs analysis to understand training and development needs and implement and train / retrain new and existing processes in store.
- Manage order capacity across store to ensure growth and to maximize the customer experience.
- Motivate and drive recruitment of staff and arrange additional devices as required to support operations.
- Support the execution of projects including expansion to new stores.
- Effectively apply store scorecards to identify gaps or deviations and engage appropriately to resolve issues.
- Implement operations flow from order injection to stores to handover to the driver and return as well as product checks to increase the percentage of online orders.
- Identify root cause for online orders that are tracking behind pre-agreed SLAs and collaboratively re-engineer processes if needed.
- Proactively work across stores and delivery operations to rectify any problem areas in orders.
- Provide fast, efficient and comprehensive support to stakeholders, while remaining positive and professional.
- Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate.
- Visit stores and build relationships with stakeholders and perform audits on all areas of operations.
- Conduct analysis and provide regular feedback to Regional Management teams to address and resolve any operational issues.
- Degree or Diploma in Business, Retail Management, eCommerce or related (essential).
- +4 years experience managing a sizeable region within the eCommerce retail operations environment - (essential).
- Strong retail background with supply chain and logistics experience in eCommerce retail operations (essential).
- Experience executing and facilitating training of eCommerce retail operational procedures (essential).
- Strong proficiency in MS Office 365 including strong Excel skills (essential).
- Strong ecommerce retail operations background remains up to speed with local and international trends and developments in the field.
- 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.
- Organized with a strong drive for operational execution and efficiency - Ensures processes, targets and performance measurements are continuously met or exceeded.
- People management skills - Ability to build a dynamic culture of collaboration, high performance and excellence.
- Analytical thinker - Grasps new information to generate insights while integrating multiple sources of data and proactively investigating courses of action to identify feasible solutions.
- 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.
- Ability to work under pressure and manage multiple and competing demands.
