Fulfillment Manager

homechoice is a leading South African homeware retailer. For almost 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

Responsible for the efficient, competitive and commercially viable operation and administration of the Company's fulfillment function. Responsible for all administration handling, storage, dispatch and transportation of goods from the Distribution Centre to the point of final delivery, in the correct quantity, quality, time and condition, as per the sales orders. This is to be achieved at optimum cost in order to ensure the best return for the company by continually meeting customers service needs.

**What you will love doing in this role**

**Strategic Implementation**
- Translate business strategy into operational initiatives with measurable outcomes and performance targets.
- Drive best practices in operational efficiency and service excellence.
- Drive the Homechoice parcel collection business - ChoiceCollect, strategy and execution.

**Fulfillment & Logistics Management**
- Set objectives and key performance indicators (KPIs) for fulfillment operations across distribution centres, service providers and collection points.
- Oversee daily order fulfillment processes, including order processing, picking, packing, and delivery preparation.
- Optimize fulfillment efficiency through collaboration with business stakeholders and internal teams.
- Ensure quality control measures are in place for all fulfillment processes to support a great customer experience at ChoiceCollect.
- Manage capacity and parcel levels to improve service availability.
- Manage relationships with third-party vendors, suppliers, and service providers.
- Oversee contract management, negotiations, service level agreements (SLAs), and adherence to deadlines.
- Negotiate recovery/under-recovery with service providers and manage fulfillment charge recovery through effective billing mechanisms.
- Assist with accounts payable tasks, including invoice processing and financial reporting.
- Ensure delivery fees align with revenue generation and identify opportunities to recover costs while driving sales growth.
- Evaluate fulfillment impact on customer experience and align strategies with marketing initiatives.
- Implement strategies to incentivize customers to use collection points, maximizing profitability.
- Optimize business processes to enhance efficiency and align with strategic objectives.
- Leverage commercial insights to drive improvements in volume shifts, conversion rates, and regional distribution.

**People & Performance Management**
- Define team objectives and ensure alignment with business goals.
- Monitor and manage team performance, setting clear KPIs and addressing non-performance.
- Implement HR policies, procedures, and performance management frameworks.
- Foster a high-performance culture with a focus on accountability, continuous improvement, and alignment with company values.
- Drive operational excellence through effective leadership and workforce development.

**Customer & Stakeholder Relationship Management**
- Build and maintain strong relationships with key customers to enhance service delivery.
- Collaborate with internal and external stakeholders to ensure smooth fulfillment operations.

**Financial & Operational Analytics**
- Develop and manage budgets, ensuring expenditure remains within approved limits.
- Conduct product distribution analysis in coordination with National Logistics Operations.
- Create tools and processes to support capacity planning across Distribution Centers, Fulfillment Teams, and Operations.
- Use advanced analytics to identify issues, drive decision-making, and implement strategic improvements.
- Benchmark and measure service-level KPIs, integrating insights into daily operations.
- Identify logistics optimization opportunities and support end-to-end process enhancements.
- Prepare senior management reports and presentations on logistics performance.
- Conduct rate analysis and assist in cost reduction initiatives before contract negotiations with service providers.
- Share best practices across teams to improve logistics efficiency.
- Generate performance reports for logistics management and support budgeting efforts.
- Assist in periodic stock takes and implement corrective action plans.
- Oversee customer returns, ensuring targets are met and customer satisfaction is maintained.

**What you’ll need to do this role**
- Bachelor’s degree (3 year) / NQF Level 7
- Minimum of 8 years logistics / supply chain experience in a retail environment at managerial level.
- 3 years’ planning experience within a retail environment would be advantageous.
- 2 - 3 years’ proven project management experience (a qualification will be an advantage)
- Proficient in MS Office

**Behaviors we love**
- Wow my **customer**
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my custo