Job Description

As a Key Account Channel Manager, you will be responsible for overseeing the successful relationship with iStore Supply Chain and the Core Logistics / Distribution service to our iStore retail, eCommerce and b2b channels. Your primary focus will be on building strong relationships with the Logistics Division to ensure iStore achieve its business objectives. Operational excellence, exceptional communication skills, and strong leadership qualities will be crucial in this role.

Key Responsibilities:

Relationship Management:

• Build and maintain strong, positive relationships with key decision-makers at the iStore Management team and the Core Logistics / Distribution team.
• Address any concerns promptly and effectively, ensuring the highest level of customer satisfaction and loyalty.

Channel Management:

• Core Logistics / Distribution service to all iStore retail outlets, eCommerce and B2b channels
• Measure and monitor agreed SLAs, accuracy, replenishment coordination and problem solving as well as reporting on the customer service.
• Ensure understanding of iStore store stock allocations, demand forecasts and supply planning by having set meeting with the Supply Chain team. Work closely with the Supply Chain team to monitor stock movements to minimise stockouts.
• Ensure the Supply Chain team understand the Core Logistics/Distribution processes.
• Monitor that orders are timeously received and captured before cut-offs, pricing correct, allocations obtained when stock is available.
• Ensure Core Logistics / Distribution team timeously receive and effect special instructions.
• Daily measurement and monitoring of the iStore eCommerce delivery KPIs, including SLA measurements and exceptions by tracking all orders. Ensure that dedicated eCommerce resources are in place to cope with the required demand. Process all delivery queries to ensure excellent customer service.
• Leading and work closely with the Core Logistics / Distribution team on eCommerce projects. Monitor each order from order placed to customer delivery during special projects such as NPI/Black Friday.
• Monitor all iStore scheduled deliveries to ensure it is within the expected demand. Communicate special requests and changes as required.
• Strategically plan and execute the onboarding of new iStore retail outlets and revamps with the Core Logistics / Distribution team.
• Attend the daily Core Logistics / Distribution team production meetings to communicate feedback and requirements from the iStore team.
• Jet Park key holder and part of the operational leadership shift rotation to manage site on weekends, or during week.

Inventory Management:

• Monitor inventory levels in all iStore warehouse locations.
• Ensure that faulty / slow and no moving stock are identified and reported to the relevant department within the iStore team.
• Monitor, check and understand all RTV's. Ensure that it is timeously authorised and actioned.

Performance Analysis:

• Set up regular meetings with the Core Logistics / Distribution team assess the performance of each retail channel against key performance indicators (KPIs) and sales targets.
• Analyse the effectiveness of Core Logistics / Distribution service, and other initiatives to refine strategies and improve overall results.
• Facilitate a quarterly SLA feedback meeting with the iStore Exec to discuss the Core Logistics / Distribution service.
• Ensure the Core Senior Business Analyst understands the iStore measurement matrix to prepare the presentation as per the agreed format.

Qualifications and Skills:

• B degree in business administration, logistics or related field.
• Proven experience in retail channel management, sales, or business development and logistics.
• Strong negotiation and persuasion skills to build and maintain successful partnerships.
• Exceptional analytical and problem-solving abilities to interpret data and make data-driven decisions.
• Excellent communication skills, both verbal and written, with the ability to convey complex ideas clearly.
• Strong leadership qualities with the ability to motivate and guide cross-functional teams.
• Demonstrated ability to work under pressure and meet tight deadlines.
• Flexibility and adaptability to thrive in a fast-paced, dynamic work environment.

General:

• The Channel Manager will primarily work from the office in Jetpark.
• It is expected that reasonable time is spent in the Warehouse to understand processes, work with the Warehouse team and monitor the service provided to iStore.
• Time will also be spent on stock checks and driving of special projects such as NPI(New Product Introduction) and Black Friday to assist the Warehouse team.
• Continuous identification and improvement of operational processes to streamline iStore's route to market.

Core Group