Jobs at Shoprite Group of Companies

Purpose of the Job    

• The purpose of the Business Analyst III role is to strategize and facilitate effective and competitive business processes by eliciting, analysing, validating, and documenting business organisational and/or operational requirements, providing cost-benefit analysis, suitable alternatives and recommendations.
• The role conducts market analyses, analysing both product lines and the overall profitability of the business while developing and monitoring data quality metrics, ensuring business data and reporting needs are met.
• The role also provides technical leadership on the improvement of quality, standards, and processes by ensuring that efficient and cost-effective business solutions and processes are in place to address current to long term (>1 year) business needs/requirements. Business decisions in this space will come to fruition within 1-3 years.
• This role plays an instrumental role across business and delivery teams to ensure that solutions are delivered according to the business requirements considering cost, user and organization benefit.
• The nature of projects in this role are generally across domains, high profile and complex in nature demanding expert business, process and technology perspectives and recommendations.

Job Objectives    

Information Seeking and Analysis

• Understand, analyse and identify areas for improvement in the current business environment and across other shared process/system business environments.
• Operate confidently within and make contributions where appropriate to business strategy, current trends and developments in the retail industry.
• Operate confidently within the multiple domains, integrated systems and operational processes and make relevant connections across domains. Consider the enterprise-wide solutions and impacts. Handle new domains with the same confidence as familiar domains.
• Operate confidently within multiple current and potential integrated systems and E2E business processes.
• Analyse, understand and take a new perspective on customers (Internal and external) and multiple domain impacts through the use of user journeys, research and/or spending time in the various operational areas.
• Collaborate with user stakeholders in the identification and documentation of user requirements.
• Assess and document the business implication of user requirements to the business process involved.
• Propose and document process improvements where appropriate and provide alternatives / options.
• Assess risks, costs and potential benefits of alternative business process designs.
• Define business rules and guide the implementation of these rules in the development of the various application systems.

Leadership, Facilitation and Influencing

• Taking ownership to provide knowledge within specific area and identify possible improvement within the team. This includes interviews, presentations and workshop facilitations with both business & IT.
• Works closely with Architects, Designers and Business stakeholders to evaluate suggested solutions.
• Advise on alternatives presented by the technical designers and providing recommendations regarding the business design.
• Lead others to advance objectives of the organisation.
• Influencing stakeholders (within IT and Business) to consider solutions which will work best for the business.
• Persuade stakeholders to change practises and consider other alternatives
• Coaching and mentoring for the BA I and BA II in BA tools and processes and delivery.
• Communication, Building and Maintaining Relationships
• To build and maintain a trust relationship with business users and IT stakeholders by ensuring solutions are delivered as promised and providing the necessary support and making recommendations.
• Liaising with business stakeholders, IT disciplines and the delivery teams.
• Collaborating with all disciplines and benchmarking value adding solutions.
• Evaluate and improve solution assessment and validation.
• Eliciting and analysing cultural, business and organisational constraints effecting options for change.
• Continuously support the business environment and provide recommendations for improvement
• Thinking partner and ambassador for the business.
• Lead multiple stakeholders across several departments.
• Able to manage vendor relationships where projects involve third parties
• Organising, multitasking and time Management
• Strong commitment to organisational objectives and ensuring high quality delivery on work
• Ensuring costs are monitored and users and the organisation benefit

Knowledge and Application

• Operate at an Expert level in terms of methods used to analyse and benchmark business cases, which will align with the business strategies of the organisation (including feasibility and business benefits).
• Research and identify opportunities to improve the business' offering and add value to our customers through the solutions we provide.
• Drive / shape input into the scope of solution and ensure understanding of scope by business user.
• Deploy appropriate techniques to elicit and analyse business problems and translate them into business needs.
• Assess technical solutions and business processes against business requirements.
• Lead in the mapping out of data conversion and reporting requirements.
• Drive the change management barriers impacting User Acceptance Testing.
• Produce fit-for-purpose specification documents for business requirements and processes using appropriate tools, while following the guidelines and standards for analysis artefacts.
• Solve & mitigate project risks.
• Liaise with other project areas to co-ordinate interdependencies and resolve issues
• Actively lead and guide in the development of the BA practice within the organisation.
• Act as an SME in CoPs to learn from the community and share knowledge and expertise with the community.
• Lead and guide to improving ways of work for the BA community, with specific focus on how to improve alignment, output, driving and influencing standards and quality

Qualifications    

• Degree or Diploma in Information Technology or a related field – (essential).
• Business Analysis certification at Advanced level (ECBA, CCBA), FTI certification or similar – (desired).

Experience    

• +5 years’ experience in a Business Analyst role with a strong technical background, proven track record of successful delivery in a BA environment and extensive experience working within all aspects of the Software Development Life Cycle (SDLC) – (essential).
• Experience should include one or more of the following functional areas – (essential).
• Human Resources
• Financial Services
• ECommerce
• Utilities
• Platform and Engineering
• Stores
• Contact Centre
• Information Security Defence
• Strong IT and process modelling skills – (essential).

Knowledge and Skills    

• Strong understanding of agile development, servers, databases and networking – (essential).
• Exposure to SAP and relevant modules (per functional areas) – (preferred).
• Good business acumen along with strong business understanding of the broader retail industry – (desired).

Closing Date    

• 2026/05/29

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Purpose of the Job    

• As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Experience Hub (CX Hub) is a key customer experience differentiator for the Shoprite Group.
• The purpose of the Customer Experience Hub Training & QA Manager role is to co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. Responsible for creating a robust training programme and oversight of all training assets developed by their team or in the business to ensure they align to the training and system requirements of the department.
• The role works very closely with our Customer Service Managers and other cross-functional teams to create learning content and collateral, coaching methodologies and other service boosters that supports new and existing customer care agents and respond efficiently and effectively to any service areas that require immediate and ongoing improvement, as identified through quality assurance observations, data insights and other performance analysis sources.
• Even when things go wrong, this role empowers our agents to provide our customers with a speedy and appropriate resolution to make things right. The role reports to the Head of CxHub Operations and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators.
• As an integral part of the Customer Service operation, these team members often need to observe, coach or role model the intended customer interaction behaviours, the correct system use or process approach.
• To ensure that we optimise our service delivery to our customers and align with our teams, the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work) - (including public holidays) within legislative requirements.

Job Objectives    

Customer Centric Delivery

• Together with the Customer Services team and other stakeholders, define, design, develop, and deliver Service Excellence frameworks and metrics that enable accurate performance assessments that quantify customer satisfaction and support the identification of areas for remedial action or improvement.
• Develop and execute quality assurance frameworks, processes, and guidelines – make content practical and accessible.
• Design, development and delivery of training programs, quality assurance monitoring and reporting.
• Accountable for the development of training content and the build of a knowledge repository.  
• Research and development of a central knowledge interface accessible to all contact centre teams.
• Assess the training needs of team members and create tailored development plans to address skill gaps.
• Contribute to the development, execution, and measurement of the quality improvement strategies.
• Collaborate with key stakeholders to drive training and quality assurance standards and processes across the CX Hub to ensure that issues are identified and fixed at source and across the end-to-end process.
• Prepare and analyse quality assurance reporting to provide a snapshot of challenges and opportunities that empowers various stakeholders with decision making and independent inputs from the ‘voice of the customer’.
• Use quality assurance and performance reporting tools to inform training and development inputs and the 
• appropriate delivery mechanisms. (training).
• Continuous review and improvement of the quality of training content (up to date and relevant knowledge resources) to ensure high performing contact centre teams.
• Collaborate with cross-functional teams to align training initiatives with customer experience goals and initiatives. 

People (Self, Team & Organisational)  

• Work closely with Customer Experience Manager and the Data Analytics and Reporting Manager, to identify training gaps as well as trends from data (e.g. Voice of Customer).
• Encourage a culture of continuous learning and improvement by introducing innovative training methodologies and tools.
• Empower team members within the Customer Experience Hub to take ownership of their responsibilities towards delivering exceptional customer experiences.
• Provide end-to-end support training and onboarding to coordinators.
• Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth within the CX Hub.
• Align individual and team goals with the CX Hub's objectives to ensure commitment to service excellence.
• Support and develop team members through targeted coaching, mentoring, and professional development opportunities.
• Enable high performance teams through effective and high-quality training and development interventions informed by Customer Experience and Data Analytics.  
• Promote collaboration and effective communication within the CX Hub and across other departments to enhance overall performance.
• Recognise and reward contributions and achievements to motivate and retain top talent.
• Ensure team members understand their roles and responsibilities, providing clarity and direction as needed to support the CX Hub's vision.

Governance & Compliance  

• Ensuring that the QA and Training team complies with relevant regulations (people, customers etc.) and organisational governance frameworks and standards.  
• Drive the operational implementation (where relevant): structures, policies, processes, procedures, and frameworks as aligned with organisational and team requirements.
• Review and update training content regularly to reflect changes in policies, procedures, and regulatory requirements.
• Ongoing participation in the identification and mitigation of risks related to QA and Training team delivery team – and where relevant, in the broader Customer Contact Centre context.
• Implement processes to track and measure the impact of training on compliance-related performance indicators. 

Qualifications    

• Relevant Degree or equivalent or relevant work exp – (essential).  
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation or equivalent experience - (highly advantageous). 

Experience    

• +5 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or similar role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines.
• A proven track record of managing quality assurance and related activities in a contact centre environment – (essential).
• Understanding of quality assurance, performance evaluation and performance improvement interventions - (essential).

Knowledge and Skills    

• Team Collaboration - Recognises and values the contributions of others, prioritizes team goals, and assists others in achieving them.
• Builds collaborative partnerships and is committed to co-operating with others to achieve organizational objectives.
• Customer Centricity - Puts internal and external customers first, seeking to understand their needs and satisfaction.
• Recommends workable solutions that consider immediate demands and future impacts.
• Quality Orientation - Sets high-quality standards and maintains them even under pressure. Pays meticulous attention to detail, ensuring work aligns with established guidelines or frameworks.
• Process Improvement - Identifies inefficiencies and redesigns workflows for incremental improvements.
• Plans and manages projects to enhance operational efficiency.
• Passion for Learning & Development - Innovates with trending learning solutions and appreciates traditional methods.
• Identifies and develops effective learning interventions and enjoys coaching and mentoring others.
• Analytical Thinking - Comprehends new concepts, investigates solutions, and integrates data to optimize decisions.
• Takes responsibility for their work and makes informed, straightforward decisions.
• Communication Skills - Communicates clearly, audibly, and authoritatively.
• Writes succinctly, adjusting detail for different audiences, and maintains clear and comprehensible written work.
• Results-Driven - Takes a systematic approach to work, consistently meeting productivity levels and targets.
• Manages time effectively, ensuring tasks and projects are completed on time.
• Commitment to Best Practices - Keeps up with the latest trends and best practices in the field.
• Shares knowledge and extends best practices to others.
• Accountability and Initiative - Holds oneself accountable for actions and decisions.
• Recognizes the impact of actions and takes responsibility for outcomes.
• Interpersonal Skills - Communicates confidently and openly, showing patience and consideration.
• Listens to others and adapts interpersonal style to suit the situation.
• Execution & Achievement - Plans activities and projects in advance, with contingency plans in place. Tackles complex assignments, identifying inefficiencies and potential improvements.
• Adaptability - Responds quickly to challenges, maintaining quality under pressure. Adapts to new ideas, procedures, or processes to achieve results.
• Innovation and Analysis - Analyses information systematically and develops innovative solutions. Evaluates the impact of proposed solutions and implements new ways of working.
• People Leadership & Development - Applies effective team goal setting, problem-solving, and performance management. Deals constructively with employee performance and applies people practices and policies. Passionate about coaching and mentoring others for success.
• Governance & Ethics - Adheres to governance policies, Code of Conduct, and ethical behaviour. Addresses non compliance and implements corrective measures.

Closing Date    

• 2026/05/29

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Purpose of the Job    

• The Replenishment Analyst will be responsible for strategizing on replenishment through current and historical trend analysis in order to maximize sales, reduce waste, optimize inventory turns and improve gross margins.
• The successful candidate will establish and maintain key internal and external stakeholder relations to enable the replenishment function to embed a customer centric culture. 

ACCOUNTABLE FOR:

• Meet or exceed KPIs through proactive planning and timeous execution.
• Data tracking, monitoring and analysis.
• Analyzing inventory to increase or decrease forecast-based inventory levels.
• Support advertising efforts by assuring 100% stock availability on shelf.
• Leverage supply chain strategy to optimize sales and inventory effectiveness on a SKU level.
• Strategy adjustments to align with divisional and regional teams.
• Support store operations with all replenishment related queries and issues.
• Internal and external stakeholder management, including presenting and reporting on strategy.
• Develop and maintain Weekly KPI and Ad-hoc reports.
• Demonstrate collaborative approach to solve issues and strategically design joint action plans.
• Fostering a culture of collaboration, continuous improvement and customer service.

REQUIREMENTS FOR POSITION:

TERTIARY EDUCATION:

• Degree in Business Sciences/ Logistics, Supply Chain or Relevant Experience in Replenishment/ Supply Chain (3+ Years)

KNOWLEDGE/SKILLS:

• Self-starter that takes initiative with a willingness to learn and adapt in an ever-changing environment.
• Strong numerical and analytical aptitude and high proficiency in interpreting large data sets.
• Strong ability to grasp complex concepts and understand the “bigger picture”.
• Demonstrated ability to work unsupervised and under pressure.
• Demonstrated communication, collaboration and leadership skills.
• Knowledge of the functions that support supply chain • 4Ps model (Product; Price; Promotion; Place).
• Knowledge of FMCG / perishables stock handling principles (includes cold chain).
• Experience with using SAP.
• Proficient in analytical tools (Excel, SAP Self Service).
• Experience with JDA Blue Yonder (Advantageous).

Job Objectives    

• Meet or exceed KPIs through proactive planning and timeous execution.
• Data tracking, monitoring and analysis.
• Analyzing inventory to increase or decrease forecast-based inventory levels.
• Support advertising efforts by assuring 100% stock availability on shelf.
• Leverage supply chain strategy to optimize sales and inventory effectiveness on a SKU level.
• Strategy adjustments to align with divisional and regional teams.
• Support store operations with all replenishment related queries and issues.
• Internal and external stakeholder management, including presenting and reporting on strategy.
• Develop and maintain Weekly KPI and Ad-hoc reports.
• Demonstrate collaborative approach to solve issues and strategically design joint action plans.
• Fostering a culture of collaboration, continuous improvement and customer service.

Qualifications    

• Degree in Business Sciences / Logistics, Supply Chain

Experience    

• Relevant Experience in Replenishment / Supply Chain (3+ Years)

Knowledge and Skills    

• Self-starter that takes initiative with a willingness to learn and adapt in an ever-changing environment.
• Strong numerical and analytical aptitude and high proficiency in interpreting large data sets.
• Strong ability to grasp complex concepts and understand the “bigger picture”.
• Demonstrated ability to work unsupervised and under pressure.
• Demonstrated communication, collaboration and leadership skills.
• Knowledge of the functions that support supply chain • 4Ps model (Product; Price; Promotion; Place).
• Knowledge of FMCG / perishables stock handling principles (includes cold chain).
• Experience with using SAP.
• Proficient in analytical tools (Excel, SAP Self Service).
• Experience with JDA Blue Yonder (Advantageous).

Closing Date    

• 2026/05/23

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Purpose of the Job    

• The Project Manager will lead the design and execution of strategic and technical supply chain projects across the distribution network. The role requires a strong engineering mindset, combining analytical problem-solving, solution design, and hands-on project execution within complex logistical environments.

Job Objectives    

• Lead the successful execution of strategic and technical projects, ensuring delivery on time, within scope, budget, and complying standards through the application of project management best practices. 
• Technical projects relate to (but is not limited to) building infrastructure, equipment fit-out, automation, and process engineering initiatives. 
• Engaging with cross functional teams to properly define the problem statement for each project and motivate the project by means of various avenues of ROI.  
• Define, structure, and communicate clear project scope within complex supply chain environments  
• Develop engineering-driven solutions and proposals, including cost models and capacity designs, to ensure the highest return on investment for each project proposal 
• Seamlessly drive coordination and facilitation between cross-functional teams (internal and external) to enhance cross-project collaboration. 
• Proactively manage available resources. 
• Track progress towards outcomes and identify/escalate project issues in a timely fashion. 
• Drive continuous improvement initiatives to enhance efficiency, service capability, and scalability within the Supply Chain. 
• Investigate, design, and implement standardized processes and operating procedures. 
• Professional engagement and negotiation with potential DC equipment suppliers/vendors. 
• Build and maintain strong stakeholder relationships, ensuring clear communication throughout the project lifecycle. 
• Prepare high-quality proposal presentations to support decision-making and investment approval. 

Qualifications    

• BEng degree (Industrial Engineer) 

Experience    

• 2-4 years related exposure. FMCG/Retail/ Supply Chain/ Distribution Centre exposure will be beneficial.  

Knowledge and Skills    

• Distribution Centre operations and warehouse design principles 
• Systems knowledge (Warehouse Management System)  
• Material Handling Equipment (MHE) and warehouse operational technologies 
• Extensive Microsoft Office Suite knowledge.  
• Advanced MS Excel skills 
• Understanding of technical drawings (CAD) 

Core skills and capabilities  

• Strong analytical thinking and structured problem-solving ability 
• Ability to independently develop practical, data-driven solutions 
• Excellent communication and presentation skills 
• High attention to detail and strong quality orientation 
• Ability to initiate action and drive execution in a fast-paced environment 
• Strong work ethic; dependable and results-drive 
• Self-motivated with the ability to work independently while aligning to team objectives 
• Ability to operate effectively across technical and business stakeholders 

Closing Date    

• 2026/05/29