Digital Commerce Field Operations Specialist at Shoprite Group of Companies

Purpose of the Job    

• 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 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).