Open Positions at OneCart

Strategy and Initiatives

• Design and implement an end-to-end driver acquisition and retention strategy by creating a compelling driver value proposition to improve and maintain Driver NPS
• Define and implement projects focused on continuous improvement related to recruitment and onboarding processes.
• Conduct quarterly competitive market research.
• Develop a driver forum (listening sessions) and engagement events.
• Develop and execute business trust and safety strategy for scale.
• Draft and implement driver compliance strategy by creating standard operating procedures and policies across the driver value chain.
• Stay up to date on industry trends and best practices to implement innovative and effective initiatives aligned to business strategy.

Driver supply - Sourcing

• Develop effective, digital driver application, onboarding and training flow.
• Collaborate with learning and development to ensure all drivers are trained on the business app, processes and procedures to ensure successful deliveries and a positive driver experience.
• With learning and development:
•  Inform drivers of training dates.
• Send invitations to drivers for training.
• Ensure the register is sent to all attendees on the day of training.
• Follow up to ensure the register is signed by each attendee.
• Send the completed register to the third party.
• Send an end-of-day report to the third party.
• Send the final onboarding list to O.C. for onboarding the drivers.
• Send the driver login details to drivers and area managers.
• Communicate with the Learning Manager regarding available dates and time slots for training.
• Collaborates with forecasting, growth and operations teams to ensure driver capacity based on new business, business as usual and peak demand.
• Facilitate recruitment requisitions sign-off

Driver supply - Retention

• Develop an effective and scalable communication framework.
• Collaborate with the business to design and implement automated driver performance rewards and penalties across all service levels.
• Partner with the Product and Technology team to create a better user experience for drivers.

Driver supply – Driver Management

• Facilitate driver payment queries with finance & ops
• Facilitate driver requests for proof of employment and remuneration
• Ensure driver records are maintained
• Co-ordinate step change rollouts with driver partners and legacy drivers
• Facilitate driver AOD’s
• Liaise with the third party on general queries.

Trust and safety – Driver Compliance

• Develop standard operating procedures and code of conduct with remediation and reporting mechanisms to monitor driver compliance.
• Auditing and monitoring driver document compliance, ensuring it is up to date. License’s and permits
• Audit to ensure all Drivers have a minimum 3rd party insurance

Trust and safety – Incident Reporting

• Develop and scale remedial action including moderation, escalation, feedback, and legal compliance.
• Develop a process for incoming accidents and incidents; escalation of severe accidents and incidents to management.
• Respond timeously to safety incidents and other related issues as well as take appropriate measures to ensure the affected stakeholder is supported.
• Collate and monitor driver accidents/incidents/complaints
• Collaborate with the product teams to build and improve abuse detection and internal moderation tools.
• Engage and collaborate with clients to inform them of any accidents and claim affecting their account in consultation with the account manager.
• Follow up on 3rd party insurance claims

Trust and safety – Risk Management

• Oversee business trust and safety risks through the ongoing assessment, evaluation and interpretation of associated risks, and develop and implement remedial action where necessary.
• Ensure audit compliance and remedial actions to be addressed.
• Develop and draft insurance strategy end to end.
• Draft standard operating procedures for insurance claims and processes to manage claims end to end.
• Ensure partner / driver agreement is updated and reviewed annually aligned to legal requirements.

Cross-Functional Collaboration

• Collaborate with other departments such as product development, delivery success, driver supply to align support efforts with organisational goals.
• Providing insights and feedback from stakeholder interactions to inform product development and service enhancements.
• Participating in cross-functional meetings and projects to address all stakeholders needs and challenges effectively.

Budget and Resource Management

• Managing support resources effectively to meet service demands within budget constraints.
• Forecasting staffing needs and resource requirements based on projected workload.
• Optimising resource allocation and scheduling to ensure coverage during peak periods.
• Identifying opportunities for cost savings and efficiency improvements without compromising service quality.

Reporting

• Develop and implement a monthly NPS report.
• Develop and implement a quarterly competitive market research report.
• Develop and implement a monthly driver forum report.
• Develop and implement a real time recruitment and retention tracking tool.
• Develop and implement a monthly driver supply and demand report.
• Monitor driver performance and quality of services
• Develop and implement a monthly driver turnover report
• Complete the following KPI metrics weekly:
• KPI Performance Disincentives
• KPI Performance Disputes
• KPI Performance Review
• Minute monthly meetings with service providers
• Track SOP’s for Uniform rollouts and return of uniforms

People Management

• Design and develop driver supply, trust and safety organisational structure.
• Manage direct reports.
• Manage associate performance using performance management tools to support business objectives.
• Utilise and demonstrate effective management principles and practices to create and maintain a successful team, resulting in an environment where all are valued and respected.
• Implement and manage annual leave.
• Promote a culture of continuous learning and improvement within the support team.

Effective teamwork and Self –Management

• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Operations team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company's values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• Matric
• Relevant business degree
• +6 years operational experience
• +3 years eCommerce experience
• Previous management experience and/related role in a startup

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Strategic Planning

• Collaborating with product managers, stakeholders, and cross-functional teams to define project goals, objectives, and timelines aligned with the overall product strategy.

Project Management

• Leading the planning, execution, and monitoring of projects, including defining project scope, allocating resources, managing budgets, and mitigating risks

Cross-functional Collaboration

• Facilitate communication and collaboration among various teams, such as engineering, design, operations, growth to ensure alignment and smooth execution of projects.

Stakeholder Management

• Ensure satisfaction among internal and external stakeholders by effectively communicating project status, managing expectations, and addressing concerns or issues promptly.

Performance Measurement and Evaluations

• Define and track key performance indicators (KPIs) to measure program success.
• Monitor program performance against established metrics and benchmarks. 
• Analyze data and trends to identify areas for improvement and optimization.

Risk Management

• Identify potential risks and dependencies that may impact program success. 
• Assess the likelihood and potential impact of risks and develop mitigation strategies. 
• Monitor risk triggers and implement contingency plans to minimize disruptions.

Communication and Reporting

• Communicate program status, updates, and key decisions to stakeholders and leadership
• Prepare and deliver regular progress reports, presentations, and dashboards. 
• Facilitate cross-functional communication and collaboration to ensure alignment and transparency.

Program Management

• Lead the Grooming, Planning, Review and Retrospective meetings with project team. 
• Run development sprints, manage JIRA stories for business and track their progress.
• Track and report project progress to the leadership team.
• Create and manage weekly & monthly Agile Compliance reports.
• Work with clients, Ops and IT team for planning & execution of release.
• Work closely with Development team, Business/Ops & QA teams to ensure story readiness/delivery.
• Plan and coordinate production deployment along with alignment from all stakeholders.
• Experience to provide training to the team on the agile methodologies and best practices.
• Ability to resolve conflict with a continual focus on the Scrum values of openness, honesty, commitment, courage, and respect.
• Adept at identifying and removing impediments slowing the Development team down, as well as shielding the team from external interruptions and distractions.
• Experience to provide training to the team on the agile methodologies and best practices.
• Ability to resolve conflict with a continual focus on the Scrum values of openness, honesty, commitment, courage, and respect.
• Adept at identifying and removing impediments slowing the Development team down, as well as shielding the team from external interruptions and distractions.

Effective teamwork and Self –Management

• Maintain a positive attitude
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the HR team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company’s values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• Bachelor’s/Master’s degree in Computer Science, Engineering, or related field
• 8 - 10 years overall IT experience out of which 2-3 years should be in project or program management.

Working conditions

• Hybrid office work model
• You may be required to work overtime work from time to time to meet agreed deadlines.

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Product Management

• Help drive the product roadmap and execution for of OneCart’s products, in concert with cross-functional peers.
• Execution against a plan in collaboration with Engineering and Design: making trade-offs, anticipating staffing needs, risks, and ensuring frequent and clear communication internally as well as with external stake holders.
• Work with various personnel to set up team processes and ensure effective product delivery.
• Lead detailed, business requirements and user stories that can be used to create product specifications and architecture for each product and application.
• Bringing new features to market in concert with the strategic partners OneCart is working with, working with marketing and product teams within and outside of OneCart.
• Shaping OneCart’s product by thinking about our customers and partners
• Incorporate feedback and input from customers, partners and in-house teams on product strategy and find ways to expand product market reach
• Research and understand the market and create product requirements specification.
• Understand the market and competitive trends; monitor key industry developments
• Determine product market demands and help establish long-term goals to develop the product strategy
• Ensure products and releases are launched correctly and on schedule
• Be an active participant in the product development lifecycle
• Drive prioritisation and trade-offs among customer experience, performance and operational support load
• Create buy-in for the product vision both internally and with key external partners
• Shaping OneCart’s product by thinking about our customers and partners
• Ensure that high standards of reliability, quality, usability and measurement are adhered to throughout each phase of product development
• Collaborate with Head of Product to create product plans and roadmaps.

Reporting and Documentation

• Produce and review product requirements documents (PRD)
• Communicate product features and functions to cross-functional teams at all levels clearly

Effective Teamwork and Self –Management

• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Product team by assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• BCs or relevant qualification
• Minimum 3 years of experience in product management, preferably in an e-commerce environment and/or SaaS environment.
• Experience crafting and delivering stellar technical products.
• Proven success in building an execution engine that delivers value to customers.
• Expertise guiding complex internal and external partners and finding creative solutions to high visibility product questions.

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Sales Strategy, Business Development and Account Management

• In conjunction with the relevant stakeholders, develop client acquisition, account growth, account retention, partnership and go-to-market plans in alignment with business strategy and objectives.
• Build scalable growth engines for both consumer acquisition and enterprise sales, ensuring commercial viability across multiple verticals
• Drive store, order and customer growth and retention in line with business objectives.
• Design and implement strategic plans to reach agreed sales targets vs budget and vs last year.
• Define and implement account strategies, partnerships and commercial plans with management to aggressively grow our brand and retail partnerships.
• Work with the Brand and Marketing teams to craft compelling narratives that showcase OneCart’s value proposition to external clients.
• Work with customers/clients to better understand their business needs and goals.
• Estimate sales volume and profit for current and new products.
• Proactively work with Operations and Technology to deliver on service levels per account.
• Develop and grow an ecosystem of brand partners for media sales on OneCart digital assets
• Identify and develop new B2B revenue streams, positioning OneCart’s tech and operational stack as a product offering to retailers, brands, and last-mile players.
• Define and drive the go-to-market strategy for OneCart’s SaaS and white-label capabilities, in partnership with Product, Commercial, and Technology

Commercial Reports and Analytics

• Generate and maintain critical sales and service reports to enable all accounts to perform against objectives.
• Ensure sales and account management representatives are monitoring and generating reports and insights for sales and service daily, weekly and monthly.
• Manage data integrity of all customers and provide regular reports to Exco and clients.
• Conduct market research to establish customer needs by segment – feedback to marketing for action.
• Growth in partner revenue from SaaS or operational services
• Qualified B2B leads and conversion into commercial agreements
• GMV and net sales growth across both proprietary and partner platforms
• Contribution margin uplift via scale and operational leverage
• B2C CAC/LTV, ROMI, user retention

Marketing Strategy

• Define, develop and implement OneCart marketing strategies and tactics to promote the visibility of the brand and product offerings to consumers and to drive sales.
• As OneCart evolves into a platform business, this role will balance the needs of our internal B2C brands (e.g. WW Dash, Marketplace) with the development of repeatable, productized capabilities that can be sold to other retailers and industries. The Head of Growth will be instrumental in identifying external growth opportunities, managing the dual GTM motion (B2C + B2B), and supporting vertical expansion
• Identify marketing opportunities based on market dynamics, media, competitive landscape and consumer behaviour, and drive the appropriate action in a fast and flexible manner
• Maintain strong proactive knowledge of target customers, retail and wholesale industry, and marketing trends across two formats and brands
• Collaborate cross-functionally with counterparts and business groups to create content plans inclusive of the brand, supplier, and customer segment messaging, leveraging media platform best practices for an innovative and integrated approach
• Support the executive committee in biannual strategy review work to articulate delivery against strategy, set strategic goals and monitor implementation. Set brand marketing programmes and initiatives that align with business objectives and drive individual brand identities
• Guide the creation of omni-channel and multi-channel content (as required) and experiences that drive brand recognition and increase customer engagement
• Develop a medium-term brand communication plan that aligns with the marketing/brand strategies
• Ensure comprehensive execution of messaging strategies and content usage through media channels, in-store and promotional events, and align across channels for consistency
• Build a marketing “engine” for efficient, sustainable and consistent marketing operations and marketing experimentation
• Develop and grow an ecosystem of marketing partners for strategic, tactical and BAU objectives

Market Reports and Analytics

• Act as a key partner to the business leadership team to proactively generate strategic analyses and insights in the areas of price perception, brand adoption, consumer behaviour and preferences, sales coverage, market penetration and market practices
• Recommend, pitch, and execute market research projects across multiple research methodologies and a diverse set of clients
• Consult with client partners regarding ongoing business concerns, identifying ways in which research and analysis can be applied to business questions in the future
• Drive data analytics program in the business through leveraging digital tools to increase new baskets and average basket size (e.g., segmented offers, targeted communication)

Advertising and Digital Marketing

• Ensure advertising diversity geared to different consumer groups by area, province and country
• Provide guidance and direction on the principles and trends of omni-channel retailing to assist the business in its online design of customer sales models, which would utilise all available shopping channels, i.e., mobile internet devices, computers, physical floor space and media, targeting identified South African and African markets.
• Guide the creation of omni-channel content and experiences that drive brand recognition and increase customer engagement.
• Guide the design of processes required to integrate all channels toward providing a single seamless customer experience.
• Grow customer database and manage proactively for improved efficiency and effectiveness.

Cost Control Management

• Assess costs, competition, and supply and demand to identify service costs.
• Manage CAPEX/OPEX budget
• Track and report against CAPEX/OPEX spend
• Get approval for budget variances from VP: eCommerce
• Authorise expenditure within annual budget
• Create necessary controls to manage outcome

Effective teamwork and Self–Management

• Communicate effectively and with positive attitude in order to maintain relationships
• Ensure KPAs are in place for your team to achieve a common goal
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Follow any lawful and reasonable instructions from your line manager
• Consistently live and be an example of the Company values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channel
• Adherence to the company policies and associated company policies and procedures

Minimum Academic, Professional Qualifications & Experience required for this position

• Bachelor's degree or a post-graduate qualification would be advantageous.
• 7+ years of sales experience in Retail, eCommerce, or a related industry
• 3+ years of senior commercial management experience.
• 3-5 years in a senior Marketing role
• Proven experience in the 5Ps
• Proven track record of presenting to/ negotiating with Executive Leadership (both internal/external)
• Strong commercial drive, with strong hunting experience, is key. Experience meeting large sales and account targets using a solutions-focused approach.
• Strong service orientation with a bias towards daily action to improve performance against account SLAs
• Exposure to rolling out operational and technology projects to improve commercial and marketing capabilities in the business