Employer: Core Group To deliver a seamless, world-class customer experience across all eCommerce fulfilment operations in South Africa. This role is responsible for ensuring on-time and in-full delivery performance across all courier partners, with a strong focus on Same Day and Scheduled deliveries. The role oversees daily order execution, customer exception handling, omni-channel store support, reverse logistics, and overall customer experience across all digital channels. Key Responsibilities Fulfilment & Operations * Manage daily order health across all SA channels (Same Day, Scheduled, Click & Collect, and store delivery), ensuring: + 98% SLA adherence + 100% daily order processing and courier handover * Oversee TMS and courier partner performance, including: + Driver availability + Capacity planning (especially for sale and peak events) + Same Day delivery transfers * Maintain and optimise capacity plans and reporting dashboards * Continuously improve operational workflows, SOPs, and controls to minimise errors, delays, and risk * Administer eCommerce orders, ensuring accuracy in delivery and returns processing * Forecast, procure, and manage packaging materials (boxes, envelopes, etc.) across stores * Troubleshoot and resolve escalated eCommerce order issues across all channels Customer Experience & Escalations * Manage customer communication for escalations, delivery updates, and SLA breach notifications * Oversee returns, complaints, and operational incidents across Click & Collect and store delivery * Manage stock transfers (SCTs) to fulfil Click & Collect orders where stock is unavailable + Ensure completion within 48 hours + Maintain proactive communication with customers throughout Omni-channel Collaboration & Store Enablement * Partner with Store Managers and Operations teams to ensure consistent execution of Click & Collect and store delivery * Share weekly performance reports, KPIs, and SLA metrics with store teams * Deliver training on operational processes, tools, and best practices * Drive a strong omni-channel culture through: + Regular engagement and communication + Recognition of successes + Facilitated cross-store operational forums * Provide operational support in-store when required, including picking, invoicing, and on-the-job training Qualifications * Matric / Grade 12 (essential) * Relevant qualification in Administration, Business, Information Systems, or similar (preferred) * Administration or project management qualification (advantageous) Experience Required * 2–3 years’ experience in retail or store operations * Experience in eCommerce operations, fulfilment, or logistics * Exposure to platforms such as Magento or Shopify (advantageous) * Intermediate proficiency in Microsoft Office (Excel, Word, PowerPoint) or Apple equivalents * Familiarity with Transport Management Systems (TMS) or similar platforms (advantageous) Key Competencies * Strong attention to detail and accuracy * Customer-first mindset with a strong service orientation * Excellent time management and ability to perform under pressure * Proactive, solutions-driven approach to problem solving * Strong planning, coordination, and organisational skills * Deadline-driven with a focus on quality execution * High level of computer literacy and adaptability to new systems * Strong communication skills with the ability to collaborate across teams * Ability to multitask in a fast-paced, dynamic environment * Strong numerical, analytical, and reporting capability Success Measures * SLA adherence (≥98% on-time, in-full delivery) * Order processing accuracy and turnaround times * Customer satisfaction and resolution of escalations * Effectiveness of store collaboration and omni-channel execution * Continuous improvement in operational efficiency and reporting