Service & Partner Performance Manager
Listing reference: woolw_001027
Listing status: Online
Apply by: 3 January 2025
Position summary
Industry: Wholesale & Retail Trade
Job category: FMCG, Retail, Wholesale and Supply Chain
Contract: Permanent
EE position: Yes
Introduction
To ensure that effective & sustainable online fulfilment processes are in place across all online services and are optimised to ensure outstanding service to our online customers And, To ensure all Performance Metrics and SLA’s are in place and being adhered to by both internal & external stakeholders.
Job description
Service Performance Management in place with all partners and ensuring adherence to Standard Operating Procedures
Develop & Manage all Service & Partner Relationships, this includes 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 & Compliance: Asset Management/OHASA as it relates to management of fulfilment equipment/infrastructure (totes, scanners etc.)
Creation of daily, weekly & 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/co-ordination of post peak and quarterly business updates/reviews with Management and Store Teams
Service Team Enablement: Regular training/upskilling & Tools of Trade for your team members.
Process optimisation & continuous improvement of all online fulfilment processes
Development & implementation of regular online fulfilment store audits to measure compliance
Minimum requirements
Strong Customer Service orientation
Excellent data-driven problem solving & analytical skills
Process optimisation mind-set/experience
Relationship & team building skills
Effective verbal, written & presentation skills
Ability to work under pressure
Strong Planning & Organising skills
Stakeholder management
Managing a diverse team.
relevant experience in a service/distribution/operations related management role
Relevant online order fulfilment experience
Retail E-commerce experience preferred/advantageous
