Career Opportunities at Pick n Pay Stores Limited

Job Advert Summary    

• The role requires a Manager for Point of Sale (POS), to ensure POS delivered to stores via DC effectively and POS supplied to stores meets trading and marketing requirements within agreed process timelines and budget. While engineering savings through production and delivery efficiencies and minimising errors on grid creation and content.

Minimum Requirements    

• Marketing Diploma/Degree or min 5yrs POS Print experience (materials and printers)
• 3 - 4 years retail experience
• Advanced MS Excel / Word / Email
• Strong business acumen

Duties & Responsibilities    

• Achieve Sales to forecasted Budget
• Track campaigns aligned with the Trade Plan
• Manage the timing and handover of artwork from Brand
• Maintain an up-to-date store list
• Set up print and delivery schedules
• Align with a range of off-shelf promotions
• Update weekly store briefing pack
• Respond to store queries regarding POS
• Keep up to date on industry materials and innovations
• Engineer savings through production and delivery efficiencies
• Minimise errors on grid creation and content

Competencies    

• Self management and Drive
• Problem solving/analysis
• Business insight
• Judgement and decision making
• Influencing
• Thorough with detail (planning and organizing)
• Building relationships
• Methodical
• A good communicator
• Good time keeping

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Job Advert Summary    

• The Online Customer Service Lead has one goal: Building a World-Class Customer Service experience that delights our clients. 
• The Head of Customer Service will be responsible for overseeing all aspects of the customer service department, ensuring that our customers have the best possible experience when shopping with us. This includes managing a team of customer service representatives, developing and implementing customer service policies and procedures, and monitoring and analyzing customer feedback to continuously improve our service.

The Online Customer Service Lead: 

• Leads the Customer Service function for the Online division and sits in the Online Leadership Team 
• Reports to the Head of Operations & Customer Service, who reports to the Omnichannel Executives 
• Leads the strategic development for the function, defines & track KPIs and targets, coordinates Customer Service staff and perform a variety of duties, such as analysing complaints, developing new procedures and implementing customer retention campaigns 
• Interfaces with the Offline Customer Service Manager to coordinate efforts to manage the shared resources and teams 
• Is the voice of the customers within our company. They strive daily to answer one simple question: How can we create value for our customers?

Minimum Requirements    

• Bachelor's degree in business, marketing, or a related field.
• A minimum of 5 years' experience in Customer Service Management
• Previous experience within the grocery industry is a strong plus
• MS Excel Intermediate minimum experience
• MS Powerpoint Intermediate minimum experience
• Data Analysis
• Experience in a range of learning facilitation techniques
• Working knowledge of Microsoft Office tools

Duties & Responsibilities    

• Take charge of the customer service function, establishing a strong customer service culture and building the best customer service team
• Lead, motivate, and manage a team of customer service representatives, providing guidance, coaching, and support as needed.
• Develop and implement customer service policies and procedures, ensuring that they are aligned with the company's overall objectives and values.
• Monitor and analyze customer feedback, identifying areas for improvement and implementing solutions to address customer concerns.
• Create and manage customer service metrics, such as response time and customer satisfaction, and regularly report on these metrics to senior management.
• Builds and maintain productive and trusting relationships within the team and business partners to ensure roadmaps and processes are working collaboratively
• Collaborate with other departments within the company, such as marketing and operations, to ensure that customer needs are met and exceeded.
• Maintain a thorough understanding of the company's products and services, as well as industry trends and best practices in customer service.
• Manage customer escalations and ensure that all complaints are resolved to the satisfaction of the customer
• Interacts with operations staff, problem solving and ensuring exceptional customer service is maintained
• Upskill every team member on customer service end-to-end, ensuring Pick n Pay abides by the highest customer service standards. In particular:
  • Phone etiquette
  • Orders management e.g. order cancellations
  • Freshdesk management and reporting

Competencies    

• Excellent communication and interpersonal skills, with the ability to effectively manage a team and communicate with customers.
• Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions to address customer concerns.
• Experience with online customer service platforms and technologies.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.

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Job Advert Summary    

• To compile and execute the category and divisional plans in line with the strategy, objectives and category group guidelines on format/margin and assortment strategies, specifically for the Value customer.  To optimize the performance of the Value segment in the assigned divisions by having clear customer-category strategies in place that are aligned to the strategy, category group guidelines and being customer focused. The Value Buyer will effectively influence, inform, defend and define the fit-for-purpose Value insight to the Category strategy in conjunction with the Category Buyer > SBM > HOD hierarchies.

Minimum Requirements    

• Bachelor’s Degree
• 3 years retail experience and Category Management experience
• Strong Financial Background
• SAP, BI, Excel and PNP Process knowledge is an added advantage

Duties & Responsibilities    
Negotiation

• Understands negotiating position, key drivers, and desired outcomes; understands the importance of internal negotiation; develops and presents factual, rational, and compelling arguments to build support and gain commitment from other parties; understands when to engage in counter-negotiations to reach win-win outcomes.
• Manages disagreements and conflicts by using diplomacy and controlling emotions; anticipates negotiating roadblocks and objections

Category Strategy

• Develops and recommends business strategies that target category/customer-specific growth
• Evaluates merchandising plans and their business impact; makes recommendations for modifying plans based on findings 
• Identifies and recommends process improvements that target performance, quality, work efficiency / cost reduction

Category Performance

• Maintains a solid working knowledge of assigned categories, industry, and market; uses knowledge of industry practices, business trends, distribution methods, and the competitive environment to develop buying and trade plans;
• Implements and executes tactical buying plans, ensuring alignment with category-specific growth strategies, as well as Pick n Pay’s overall business strategy

Supplier Relations

• Communicates regularly with suppliers to mutually share financial and other performance criteria specific to Budget and elicits opportunity data; Supports the Category buyer to identify performance gaps and hold suppliers accountable for achieving financial and other mutually agreed upon goals; develops and implements contingency plans to close performance gaps
• Develops and maintains relationships with suppliers; demonstrates confidence and expertise when interacting with suppliers, all in conjunction with the Category Buyer > SBM > HOD hierarchies

Private Brand Strategy and Development

• Implements and executes Private Brand category strategy, ensuring alignment with customer/category-specific growth strategies, as well as PnP’s overall business strategy

Merchandise and Customer Knowledge

• Applies knowledge of Pick n Pay’s merchandise and current promotions, price changes, and sales to enhance daily work
• Develops merchandising, product, and trade solutions to achieve business goals and influence financial performance
• Identifies and applies knowledge of key industry trends and market forces to positively impact the company’s offer and sales in the Budget segment.

Competencies    

• Sound knowledge of buying fundamentals                                                                  
• Judgement and Decision Making
• Networking and Relationship Building                                                         
• Good Presentation skills
• Excellent Communications skills (Verbal and Written)                                               
• Good Negotiation and Influencing skills
• Advanced computer literacy (Excel & Powerpoint)                                                    
• Ability to work under pressure and at pace
• Ability to handle extensive administrative activities related to the category
• Commerical and Financial Acumen including strong analytical skills and ability to interpret data
• Ability to work within a matrix structure, gaining buy in and support across a number of functions