E-Commerce Fulfilment Manager at iStore

Job Description

• iStore is looking for a highly driven, execution-focused E-commerce Fulfilment Manager to take full ownership of our end-to-end order delivery experience across istore.co.za and istorepre-owned.co.za.
• This is a critical leadership role where the buck stops with you — ensuring every order reaches the customer on time, every time. You will lead last-mile operations across multiple fulfilment channels, including Distribution Centre (DC), Deliver-from-Store (DFS), Buy Online Pick Up In Store (BOPIS), and express delivery services (Same Day, Chosen Day, and 1-Hour).
• If you thrive in high-pressure, high-volume environments and are obsessed with execution excellence, this role is for you.

Key Responsibilities

End-to-End Fulfilment Ownership

• Own and drive 100% SLA compliance across all fulfilment channels
• Monitor live order pipelines and resolve at-risk deliveries in real time
• Oversee DC dispatch readiness and courier handovers
• Manage Deliver-from-Store (DFS) and BOPIS execution nationally
• Ensure flawless execution of high-profile launches (e.g. iPhone launch day delivery
• Lead internal driver fleet operations and daily routing
• Manage outsourced courier and express delivery partners
• Drive SLA accountability and performance through monthly reviews and scorecards
• Act as the primary operational contact for all delivery partners

Transport Management System (Picup)

• Own and optimise the Picup TMS platform
• Ensure full delivery tracking, routing accuracy, and data integrity
• Manage vendor relationship and drive system improvements
• Monitor and optimise cost per delivery across all channels
• Audit courier invoices and resolve billing discrepancies
• Support commercial negotiations using performance and cost data
• Deliver measurable cost-saving initiatives quarterly
• Own end-to-end returns (customer collections from home and stores)
• Ensure SLA adherence and accurate inventory flow back to DC/stores

Peak Planning & Execution

• Lead fulfilment planning for Black Friday, iPhone launches, and peak events
• Scale fleet and courier capacity ahead of demand
• Provide real-time operational updates during high-volume periods
• Publish daily execution reports with performance insights and escalations
• Maintain live dashboards (PowerBI, Excel, Picup)
• Proactively identify risks and escalate within defined timelines

Stakeholder Collaboration

• Partner with E-commerce, DC Operations, Finance, and Retail teams
• Align on priorities, capacity planning, and execution improvements
• Lead, coach, and develop fulfilment coordinators and driver teams
• Drive a high-performance, accountable culture
• Manage recruitment, onboarding, and performance processes

Requirements

Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business, or related field
• Advanced Microsoft Excel and PowerBI skills
• Experience with Transport Management Systems (TMS) (Picup advantageous)
• Familiarity with AI tools and operational dashboards

Experience

• 10+ years in e-commerce fulfilment, logistics, or last-mile delivery
• Proven experience managing driver fleets and courier partners in South Africa
• Strong understanding of the local logistics landscape
• Experience in high-volume, fast-paced retail or e-commerce environments
• Demonstrated success managing multi-channel delivery SLAs
• Experience in courier billing, cost optimisation, and negotiations
• Exposure to peak trading periods (e.g. launches, Black Friday)

Advantageous:

• Experience with BOPIS and Deliver-from-Store models
• Exposure to Picup or similar last-mile platforms