Head of eCommerce Operations

The Head of eCommerce Operations carries ultimate accountability for every order placed on istore.co.za and istorepre-owned.co.za (and their respective apps) reaching the customer on time, however it is fulfilled - from the Distribution Centre, Deliver-from-Store (DFS) locations nationwide, Click & Collect / Buy Online Pick Up In Store (BOPIS), and express delivery services.

This is a senior leadership role that owns the operations function end to end. It leads the full operations team - including the Operations Manager (Fulfilment) and all fulfilment, fleet, and courier functions - and personally owns the strategic and commercial relationships with courier and logistics partners. Scope extends across the full order lifecycle: returns and reverse logistics, payment operations (including virtual and subscription transactions), the integrations that support e-commerce operations, and supply chain management as it relates to e-commerce operations. The role is built for a leader who is equally comfortable setting strategy and direction as they are rolling up their sleeves: stepping directly into live execution and escalations when it matters, while building and leveraging a capable operations team to deliver day to day.

The buck stops here for fulfilment SLA performance across every channel - delivery, stores, and click & collect.

KEY RESPONSIBILITIES

Fulfilment SLA Ownership

• Carry ultimate accountability for SLA performance across DC dispatch, Deliver-from-Store (DFS), Click & Collect (BOPIS), and express delivery
• Set the SLA framework, targets, and escalation thresholds across all fulfilment channels.
• Ensure 100% of pre-order and launch-day deliveries are fulfilled on launch day.
• Personally intervene on critical or high-visibility fulfilment failures.
• Own the fulfilment strategy and resourcing plan for peak peaks.
• Approve and oversee surge resourcing (driver shifts, courier capacity) ahead of known peaks.

Team Leadership & Operating Model

• Lead the full operations team, including all direct and indirect reports.
• Design and continuously refine the operating model across DC, DFS, click & collect, fleet, and courier functions to support growth and scale.
• Set direction and priorities for the team hold them accountable for day-to-day execution against SLA targets.
• Build organisational capability and succession depth so the team can execute consistently without constant direct intervention.
• Lead, coach, and develop the Operations Manager (Fulfilment) and the broader operations team.
• Own recruitment, onboarding, and performance management for all direct reports.
• Ensure all direct reports - including the Operations Manager and their team - have valid, up-to-date KPAs and completed Scorecard check-ins.
• Build a high-performance, accountable operations and fulfilment culture across the full team.
• Get directly involved in execution during critical incidents, peak trading, and launch events - not only in an oversight capacity.
• Step into live order pipelines and escalations personally when SLAs are at risk, working alongside the team to resolve issues in real time.
• Model a hands-on, execution-first leadership style across the operations team.

Courier & Logistics Partner Relationships

• Own the strategic and commercial relationship with all courier and last-mile logistics partners.
• Lead contract negotiations, rate cards, and service level agreements with courier partners.
• Represent iStore in senior-level courier and logistics engagements, including escalation of systemic performance issues.
• Evaluate and onboard new courier and logistics partners as the fulfilment footprint grows.
• Hold the Operations Manager and team accountable for day-to-day courier performance management, while retaining ultimate ownership of the relationship.

Store, DFS & Click-and-Collect Fulfilment

• Ensure DFS pick, pack, and dispatch processes are executed consistently across all participating stores.
• Ensure Click & Collect (BOPIS) readiness workflows are executed to SLA across all stores.
• Partner with retail store leadership to embed fulfilment processes into store operating rhythms.
• Ensure fulfilment execution is consistent across both istore.co.za and istorepre-owned.co.za.

Returns & Reverse Logistics Management

• Carry ultimate accountability for the end-to-end customer returns and collections process, from home and store locations, across all fulfilment channels.
• Ensure all return collection requests are actioned within defined SLAs.
• Oversee coordination with courier and driver fleet partners for return pickups, and ensure inventory is processed back to DC or store accurately.
• Own reverse logistics performance reporting, including returns volumes, failure rates, and SLA compliance.
• Identify and drive process improvements to reduce returns volumes and reverse logistics cost and cycle time.

Payments, Virtual & Subscription Transaction Management

• Own operational management of payments across all e-commerce transactions, ensuring accuracy, reconciliation, and timely settlement. Including but not limited to:
• virtual transactions (e.g. digital vouchers, gift cards, and virtual products)
• subscription-based transactions (e.g. recurring billing, renewals, and cancellations), ensuring accurate processing and a seamless customer experience.
• Partner with Finance to resolve payment failures, chargebacks, and reconciliation discrepancies.

Integrations (E-Commerce Operations)

• Act as operational owner for new system integrations affecting fulfilment.
• Coordinate with IT and Digital teams on integration issues, upgrades, and rollouts affecting e-commerce operations.
• Ensure integration failures are identified, escalated, and resolved within defined SLAs.
• Own the last-mile delivery cost base; set targets for cost per order and delivery cost efficiency.
• Approve courier commercial terms, invoice audit outcomes, and billing dispute resolutions.
• Sponsor and prioritise cost optimisation initiatives across the fulfilment network.
• Own the commercial relationship and contract for the Transport Management System vendor.

Operational Reporting & Governance

• Ensure daily, weekly, and monthly fulfilment, payments reporting is accurate, timely, and actioned.
• Own SLA governance: chair regular fulfilment performance reviews with the operations team and courier partners.
• Provide fulfilment performance reporting to leadership.

Stakeholder & Executive Engagement

• Act as the senior point of accountability for fulfilment performance to leadership.
• Build strong cross-functional relationships with Warehouse, Digital Commerce, Retail Store Operations, Finance, IT/Digital, and Customer Service leadership.
• Represent operations and fulfilment in executive planning, budgeting, and strategy discussions.

QUALIFICATIONS & EXPERIENCE

Required Qualifications

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or equivalent; MBA or postgraduate qualification advantageous but not mandatory.
• Advanced proficiency in Excel and PowerBI for operational and executive-level reporting.
• Strong working knowledge of Transport Management Systems
• Working knowledge of payment gateways, payment reconciliation processes, and e-commerce systems integrations.

Experience Required

• Minimum 8 years of experience in e-commerce fulfilment, last-mile delivery, logistics, or retail operations, including at least 5 years in a senior management role leading other managers.
• Track record of owning SLA performance across multiple fulfilment channels (DC, DFS, click & collect, express) simultaneously.
• Managing or working closely with e-commerce systems integrations (payment gateways, TMS, ERP, inventory, or CRM platforms).
• Inventory and supply chain management within an e-commerce or omnichannel retail environment.
• High-pressure, high-volume retail or e-commerce execution environments, including peak trading and product launches.
• Experience across omnichannel fulfilment models (delivery, in-store, click & collect).