End-to-End Order Fulfilment
Own the full order lifecycle for the team's coverage area: receiving orders, planning transport and routing, ensuring accurate and timely picking and packing (in some cases hands-on, through members of the team), and overseeing dispatch and reconciliation
Make sure the team keeps product availability and pricing accurate and up to date on our ordering systems at all times, so that both self-service orders and agent-assisted orders can be placed with confidence
Scale this model responsibly, starting with the team in Gauteng and extending the same standard of fulfilment nationally as the business grows
Operational Leadership & Quality
Run the team so that orders are consistently delivered on time, in full, and at the right quality, wherever they are in the country
Oversee the day-to-day performance, coaching and discipline of a geographically distributed field team
Continuously find the right balance between service levels and cost: this role owns the trade-off between spending more to move faster and protecting the budget, and is expected to actively manage that tension rather than default to either extreme
Analytics, Reporting & Continuous Improvement
Build and maintain reporting that gives a clear, honest picture of how the team and the fulfilment process are performing
Dig into the data to find the real story behind the numbers (not just what happened, but why) and use that to identify where the model is breaking down or underperforming
Propose, implement and iterate on improvements to the fulfilment process, and keep pushing to innovate rather than treating the current way of working as fixed
Third-Party Delivery & Stakeholder Management
Identify, negotiate with and manage relationships with third-party delivery partners where they form part of the fulfilment model
Liaise closely with internal stakeholders, including sales, operations, technology and finance, to keep fulfilment aligned with the wider business
Own and manage the logistics budget, reporting on cost, efficiency and service performance to leadership on a regular basis
Diploma or Bachelor's degree (NQF 6+) in Logistics, Supply Chain Management, Operations Management or a related field
Logistics & Operations
- Strong last-mile delivery and route-planning fundamentals, ideally including informal-market or township contexts
- Comfortable managing a large, geographically distributed field team
- Practical, hands-on problem solver, willing to get into the detail of a specific order, route or team member's day
- Cost-conscious; actively manages the trade-off between service level and budget
Leadership & Stakeholders
- Confident holding a team accountable to performance and quality standards
- Clear communicator, comfortable liaising across sales, operations, tech and finance
- Skilled, calm negotiator with external delivery partners
- Builds trust quickly with people at every level of the organisation
Analytics & Innovation
- Comfortable with data- and systems-driven performance management (dashboards, KPI tracking)
- Able to move from raw numbers to a clear, honest narrative about what's really happening
- Genuine builder mindset, energised by defining a brand-new function rather than inheriting a finished one
- Continuously looks for ways to improve the model, rather than treating it as settled
