Digital Commerce Control Hub Team Leader

Role Purpose
The purpose of the Control Hub Team Lead role is to provide operational leadership and coordination of order fulfilment and logistics activities within the Control Hub during assigned shifts. Reporting to the Control Hub Shift Manager, this role ensures seamless execution across designated regions, overseeing the end-to-end fulfilment pipeline from order creation to delivery.

Role Description
Team Leadership & Coordination:

• Lead and manage the DComm Order Fulfillment and Logistics Controllers across assigned regions (e.g., Western Cape, Gauteng, KwaZulu-Natal).
• Set daily shift objectives, monitor team performance, and conduct regular KPI reviews.
• Provide coaching, training, and development support to ensure operational readiness.
• Foster a collaborative, motivated, and performance-driven team culture.

End-to-End Fulfillment & Logistics Oversight

• Oversee regional order pipelines and logistics tasks, ensuring timely and accurate execution.
• Collaborate with stores, driverpartners, and regional stakeholders to resolve challenges.
• Ensure alignment with service level agreements and fulfilment standards.

Escalation & Issue Management

• Act as the first point of escalation for complex fulfilment and logistics issues.
• Liaise with the Customer Contact Centre and other support functions for resolution.
• Maintain high standards of accuracy and quality in all activities.

Operational Excellence & Process Improvement

• Identify inefficiencies and contribute to process improvements that enhance performance and reduce costs.
• Support the development and maintenance of SOPs and quality assurance processes.
• Participate in system audits, workflow reviews, and change management initiatives.

Performance Monitoring & Reporting

• Track and analyse KPIs including SLA adherence, exception rates, and task volumes.
• Provide regular shift-level reports and insights to the Control Hub Shift Manager.
• Recommend operational improvements based on data trends and feedback.

Stakeholder Engagement

• Build strong relationships with internal teams (e.g., store operations, delivery partners, contact centre).
• Ensure effective coordination between fulfilment and other regional functions.
• Represent the team in cross-functional meetings and contribute to regional initiatives.

People Management

• Motivate, coach, and develop the team to meet performance targets.
• Manage team resourcing, scheduling, and attendance across shifts.
• Partner with the People Team to support learning, development, and succession planning.
• Promote open communication and a culture of empowerment and wellness.

Financial & Business Intelligence

• Provide input into budget planning and cost management.
• Share insights to inform logistics strategies and operational decisions.
• Prepare reports on escalation trends, operational risks, and service opportunities.

Governance & Compliance

• Ensure compliance with logistics policies, procedures, and governance frameworks.
• Support implementation of operational structures and standards.
• Participate in risk identification and mitigation efforts.

Future-Fit Operations

• Contribute to regional resource planning and team structure.
• Provide input on technology and process enhancements.
• Support continuous improvement and innovation across the Control Hub.

Qualifications & Experience

• Matric or equivalent certification - (essential)
• Diploma or Degree in Consumer Behaviour, Communications, Business or equivalent - (preferred).
• +3 years of experience in a logistics operational or team lead capacity within a Control Hub, Distribution Centre, or similar environment - (essential)
• Solid understanding of Control Hub operations, logistics workflows, and shift-based team management (essential)
• Proven track record in leading teams, managing shift operations, and driving performance in a fast-paced, service-driven environment – (essential)
• Knowledge of trending logistics practices, operational KPIs, and workforce planning – (essential)
• Experience in FMCG or retail logistics - (preferred)
• We value practical experience and exposure, if a candidate does not have a degree, demonstrable relevant experience will be considered. An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function (or equivalent role) - demonstrating knowledge of trending practices in this context - (essential).

Key Competencies and Work Ethic

• People Centric - Passionate about people, the internal team, and customers, is an essential ingredient in the success of this role Authentic and builds positive rapport with people: team & customers.
• Target and sales driven individual with good energy and drive. Passion for selling with a strong client orientation and commitment to providing exceptional customer service.
• Customer orientated - Always thinking of the customer first attitude.
• Excellent written and verbal communication skills ability to convey information and data clearly, accurately, and succinctly.
• Good problem-solving skills - Comprehends new information to generate insights while proactively investigating courses of action to identify feasible solutions.
• Able to work under pressure, prioritise and balance numerous competing demands in a high-volume, high pressured, fast-paced working environment.
• Comfortable with change and adapting to different requests.
• Self-motivated and driven with strong integrity - Takes accountability for actions and mistakes.
• Organised and detailed with good time management skills - Ability to prioritise a high volume of demand simultaneously in a fast-paced, unpredictable environment. Identifies the urgent and important tasks and priorities to ensure delivery to client and other stakeholders.
• Team player and collaborative partner – confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally.