Order Fulfilment Manager

Join Our Mission at Takealot Fulfilment Solutions | We Are TFS
Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.

Who We're Looking For:
Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.

This position reports to the
Head of Order Fulfilment.
Your responsibilities will include:

• Manage deliveries from dispatch to customer and back across Mr D franchises and contracted couriers (inbound and outbound):

• Last Mile deliveries to customers

• Time in status exception management
• Claims

• Queries and Complaints

• Constantly review existing processes to ensure that they are streamlined and scalable

• Establish daily, weekly and monthly performance measures
• Identify continues improvement initiatives that will drive improved performance results
• Manage team upwards of 20 people
• Assembling and analysing daily data in order to manage the experience to the customer
• Researching how solutions are being implemented locally and internationally
• Using online tools and resources as well as identifying and engaging other information sources
• Facilitate system integration with couriers and manage call back compliance of couriers

• Manage and measure all operations in terms of:

• Quality – Drive overall In Full

• Delivery – Drive overall delivery on promise to 98%

• Cost – Drive down cost of delivery

• Manage volume flow through contracted branches

• Manage team 7 days a week
• Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers
• Manage all complaints and report on them
• Exception reporting

• Claims Process Management

• Preparing reports, monitoring and analyzing claims data to identify trends, patterns and opportunities for improvement

• Developing and implementing policies, procedures and workflows to streamline claims processing and improve efficiency

Skills required:

• Excellent influencing, persuading, negotiating
• Takealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facets
• Strong problem evaluation and solution
• Good leadership and team development
• Excellent people management skills
• Critical impact contract and commercial negotiation experience at executive level
• Logistics supply chain design and development expertise/tools and techniques
• Ability to interpret complex operational environment and implement leading edge, high performance management methodologies
• Ability to interview and interact professionally with internal and external people

Qualifications & Experience

• Degree in Logistics/Operations Management/ Supply Chain Management / Engineering or Business/Commerce
• 7-10 Year Experience in Supply Chain/Logistics
• Minimum 3 years' experience in management role in operations
• Sound operational background in dealing with branch / franchise network
• Experience of managing customers at a senior level
• Succession planning and development of key managers
• Change management experience

Why Join TFS:
Purpose-driven impact:
Transform lives through logistics innovation

Advanced technology:
Work with cutting-edge systems in a fast-paced environment

Career growth:
Thrive in an agile space that champions continuous improvement

Inclusive culture:
Your unique perspective drives extraordinary results

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.

More than just a job, we offer:
A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.

Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.