Job Description

The Digital Commerce Field Operations Specialist provides specialist support for the rollout and operational execution of franchise stores on the digital commerce platform. This role ensures stores are onboarded effectively, operational processes are followed, and issues are resolved promptly. The Digital Commerce Fields Operations Specialist acts as a hands-on enabler of digital commerce success at store level, working closely with internal teams and franchisees to ensure smooth daily operations.
Job Advert Details
Job Category Marketing
Job Objectives
Store Rollouts

• Organise the onboarding process for new franchise stores joining the digital commerce platform.
• Execute rollout checklists to ensure stores are technically and operationally ready.
• Collaborate with internal teams (tech, support, marketing) to align all pre-launch activities.
• Conduct in-store readiness assessments and provide on-site or remote launch-day support.
• Escalate operational issues and support stores in stabilising the new operations.
• Ensure core processes like customer promise, order flow, and handovers are correctly implemented from day one.

Operational Support

• Visit live stores regularly to assess digital commerce performance and resolve operational issues.
• Support stores with practical problem-solving related to orders, fulfilment, customer complaints, or delivery coordination.
• Act as a direct line of support for franchisees needing operational guidance or troubleshooting.
• Identify recurring bottlenecks or process gaps and collaborate with relevant teams to implement improvements.
• Observe local execution of deals, promotions, product availability, and fulfilment accuracy.

Franchise Engagement

• Build strong working relationships with franchise teams and store owners to encourage proactive participation.
• Provide informal training, guidance, and coaching on platform use and operational best practices.
• Communicate clearly with store teams about expectations, updates, or key issues.
• Gather and report store-level insights to help improve platform processes.

Qualifications

• Degree or Diploma in Information Technology, Business Administration, or a related field - (essential)

Experience

• +2 years' experience in an IT coordination and liaison role or equivalent role - (essential).
• +5 years' work experience in retail operations, digital commerce, or similar environment - (essential).

Knowledge and Skills

• Exposure to retail operations, digital commerce, or similar environment - (essential).
• Experience supporting technology-enabled workflows in a practical setting - (essential).
• Proficient in Microsoft Excel, Outlook, Teams, and other basic business software - (essential).
• Familiarity with store-level operations in a retail environment - (preferred).

Skills Required