Job Description

Listing reference:

woolw_001398

Listing status:

Online

Apply by:

26 January 2026

Position summary

Industry:

Wholesale & Retail Trade

Job category:

Others: Sales and Purchasing

Location:

Cape Town

Contract:

Permanent

EE position:

No

Introduction

To drive service excellence & continuous improvement in online operations through a partnership with stores & our service partners

Job description

Systems

Support rollout of new processes/initiatives and system enhancements driving any process optimisation opportunities or meeting statutory requirements Ensure system process compliance in line with agreed procedures Become SME in in store picking application to support problem solving and to drive enhancements. Weekly incident review with IT business partners to identify failure points and track any system enhancements impacting processes and efficiencies in store

Stores

On-going review analysis & measurement of all online store processes in partnership with store/div ops teams to identify key focus areas and agree action plans Drive service and process improvements with internal & external partners Identify optimisation opportunities by analysing and interpreting data outputs from both internal and external sources to ensure process compliance aligned to KPI's Drive corrective actions by identifying failure points through analysing & sharing key performance reports Identifying store training needs through store visits/performance reviews and provide support Facilitate monthly performance discussions with stakeholders in order to drive service improvements and identify system enhancements

Customer Service Centre/Customer

Daily monitoring & management of store and call centre escalations in order to drive resolutions and doing root cause analysis. Support the rollout of peak plans by co-ordinating with all relevant stakeholders (divisional operations, call centre & delivery partners) Establish weekly feedback sessions with the CSC to identify current pain points

Trade

Review and brief stores and CSC on all promos and events which could have an impact on order and call volumes Enable trade discussions with stakeholders to review product limits, availability and any triggers impacting store operations and the customer experience

COMPETENCIES

Strong customer service orientation Strong analytical skills through use of data and process reviews Good communication skills - verbal and written Able to plan, co-ordinate and work in a pressurized environment Able to collaborate Able to build relationships Able to manage stakeholders (internal & external)

Minimum requirements

Relevant degree / diploma Relevant work experience (3-5 years Retail/Supply Chain/Online Experience at a supervisory/management level) Understanding of store operational policies & procedures PC literate (proficient in excel at intermediate level) Flexibility - Able to work extended hours/weekends over peak periods Able to travel

"As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions"