E-Commerce Operations Lead (Western Cape) at PEP

PURPOSE OF THE JOB 

• As the E-commerce Operations Lead, you will be the engine of our online channels. You will own the full end-to-end operational delivery of the e-commerce channel, ensuring a fast, flawless, and profitable customer journey from click to delivery. Your mission is to establish, maintain, and continuously optimise all backend systems, logistics processes, and technology integrations to rapidly scale the business, meet ambitious sales targets, and deliver a consistently exceptional customer experience. This pivotal role demands a strategic and hands-on individual to establish, maintain, and scale PEP's online sales channels. It necessitates the adaptability typically found in a startup environment, combined with the meticulous planning characteristic of a growing scale-up. Your focus will be on continuous, data-led channel optimization and enhancement, ensuring a seamless, cost-efficient, and effective customer experience while meeting all service level agreements and business objectives.

KEY RESPONSIBILITIES 

Ownership & Accountability

• Complete ownership of the effectiveness and efficiency of the entire e-commerce operational value chain, ie: inventory integration, fulfillment(warehousing, pick, pack, last mile delivery), system integrations, returns management
• Standard Operating Procedures (SOP) development for all operational touchpoints, to ensure processes can be scaled
• Efficient and effective Budget Management, ensuring extensive and rigorous operational cost management to deliver on the commercial success of the channel
• Build and manage a high-performing cross-functional e-commerce team with the Head of Digital and eCommerce.
• Ensure the effective execution of omnichannel & digital transformation initiatives in alignment with business goals.

Cross-Functional Collaboration

• Bridge Brick & Mortar with e-commerce and ensure all online processes are integrated with the existing physical store infrastructure. Function as the primary liaison between the core e-commerce team and all internal teams throughout the business, ie: merchandise, sales, finance, etc.
• Work closely with the Customer Service team and Sales teams to ensure they are aligned and have the necessary training, tools, and information needed to delight customers throughout the customer journey.
• Collaborate with internal stakeholders and external partners to build exceptional omnichannel experiences across customer touchpoints, whilst finding innovative solutions to keep operating costs to an absolute minimum.
• Collaborate with the merchandise team on seasonal planning, forecasting, and inventory alignment. 
• Develop exclusive online product strategies and endless aisle opportunities.
• Ensure product visibility, timely uploads, and campaign execution aligned to the trading calendar. 

Strategy 

• Supports and leads the development and execution of PEP’s online commerce growth strategy with the Head of Digital and eCommerce. 
• Drive cross-functional initiatives across IT, Marketing, Supply Chain, Merchandise, Operations, and Finance. 
• Collaborate on digital marketing, customer relations, and logistics to deliver seamless customer experiences. 
• Create a long-term strategic roadmap for process improvement and innovation.

Profitability 

• Achieve and exceed revenue, margin, cost, and budget targets with site traffic conversion plans. Present and report on business insights and performance improvements to internal and external stakeholders. 
• Continuously assess and enhance operational efficiency.

Continuous Improvement & Scale

• Ensure metric-driven optimisation by measuring and improving key operational metrics, such as Order Cycle Time, Shipment Costs, Failed Delivery Rates, Fulfillment Accuracy, and more.
• Identify requirements for effective scalability based on learnings, metrics, and user feedback.
• Ensure business continuity plans are developed for risk mitigation, such as additional payment gateway implementation, online fraud monitoring and detection, etc.

Systems & Technology 

• Work closely with Business Solutions, Pepkor IT, and 3rd party service providers to ensure effective system integrations, the maintenance and optimisation thereof.
• Manage and maintain data integrity across touchpoints for effective optimisation, including but not limited to inventory syncing, accurate product information, and enrichment.
• Identify opportunities for automation to minimise manual efforts, eliminate errors, enhance workflows, and optimise costs.
• Oversee third-party web development and tech providers to meet SLA commitments. Negotiate contracts and integrate technical solutions with business operations. 
• Identify new technology trends and customer engagement opportunities. 

Requirements
ROLE REQUIREMENTS 

• Bachelor’s degree, preferably in commerce, marketing, or business science 
• 3 to 5 years of experience in a similar role 

People & Leadership: 

• Strong communicator with excellent interpersonal and team management skills.
• Proven ability to influence at all levels and drive collaboration across departments. Resilient, results-driven, and proactive problem solver. 

Commercial Acumen: 

• Strong financial insight with a solid understanding of budgeting and performance metrics. Skilled in turning data insights into strategic, actionable initiatives. 
• Ability to lead business growth in a fast-changing digital retail landscape.
• Ability to negotiate and set up 3rd party contracts and service level agreements 

Technical Skills: 

• Advanced level in GSuite or MS Office - with a specific focus on Excel/Sheets, Looker Studio. Tech-savvy & data-driven. 
• Competencies: Performing under pressure, Presenting, Structuring, Organisational sensitivity, Persuasiveness, Drive, Initiative, Helicopter view