Retail Operations Support Manager
First seen by Alion on Nov 3, 2026. Dis-Chem scores B on the Alion truth index.
The Retail Operations Support Manager leads the centralised retail operations support function, ensuring rapid, effective resolution of store-level issues across pricing, promotions, replenishment, execution and operational processes in line with strategic priorities. Ensures uninterrupted store operations by leading a high-performance, SLA-driven support function that resolves operational issues quickly, consistently, and at scale across the retail network and prevents repeat.
Minimum Requirements…
Essential:
- Diploma or Degree in Commerce, Retail Management, Supply Chain, Business Administration or a related field or 5 years’ experience with 2 years in a leadership roll, in retail operations, store support, or service roles.
- Proven experience managing operational teams and SLA-driven environments.
- Experience working across store operations and head office functions supporting multi-site retail environments advantageous
- Experience using data to identify, resolve, and prevent recurring operational issues, driving efficiency and consistency across operations
Responsibilities
Strategy and value delivery
- Provide centralised operational support to stores to ensure smooth day-to-day execution
- Defineand lead the retail operations support strategy, ensuring rapid issue resolution aligned to SLA targets.
- Establish and continuously improve the centralised issue resolution model across pricing, promotions, replenishment, master data, and store operations.
- Drive reduction of recurring operational issues through root cause analysis, trend identification, and process improvement.
- Ensure consistent, scalable support processes that enable store teams to operate efficiently and without friction.
- Translate operational challenges into structured improvements across systems, processes, and execution standards
Leadership and collaboration
- Share insights and feedback to improve operational processes and execution quality
- Lead and develop Retail Operations Support Specialists and Escalation Analysts to deliver high-quality, timely issue resolution.
- Act as the central interface between store operations and support functions including Pricing, Inventory, IT, and Commercial teams.
- Partner with Retail Systems, Process Excellence, and Execution teams to ensure alignment between issue resolution and long-term improvements.
- Provide visibility to senior stakeholders on issue trends, performance, and operational risks.
- Drive the Dis-Chem culture Blueprint focussing on accountability, teamwork, speed and agility (responsiveness), and continuous improvement within the support function
Governance and risk
- Own SLA governance, ensuring all issues are tracked, prioritised, and resolved within defined timelines.
- Monitor and manage risks related to unresolved operational issues impacting store performance.
- Ensure accurate logging, tracking, and reporting of all operational issues and resolutions.
- Drive standardisation of issue management processes, escalation protocolsand communication frameworks.
- Ensure compliance with operational policies, system rules, and governance requirements
Key Skills
- Strong understanding of retail store operations (pricing, promotions, replenishment, execution).
- Operational problem-solving and issue resolution leadership.
- Strong stakeholder management across stores, operations, commercial, IT, marketing and support functions.
- Data-driven decision-making and performance management.
- Highly effective effective communication and coordination skills
- Ability to manage high-volume, fast-paced operational environments
Key Performance Indicators
- SLA adherence and issue resolution turnaround time.
- First-time resolution rate.
- Reduction in recurring issues and escalation trends.
- Store satisfaction with support function.
- Operational disruption impact (e.g. pricing errors, stock issues)
Package & Remuneration Market Related About Us
Since our founding in 1978, Dis-Chem has grown into South Africa’s leading health-and-wellness retail chain — with over 20 000 employees across our stores and head office. Today, with over 300 stores across South Africa, Botswana and Namibia, Dis-Chem is the heartbeat of health, wellness and everyday value.
When you join our Retail team, you become part of a culture that blends service excellence, every-day value (our Everyday Low Price strategy) and expert support in beauty, health, sport nutrition and wellness.
When you join our Retail team, you become part of a culture that blends service excellence, every-day value (our Everyday Low Price strategy) and expert support in beauty, health, sport nutrition and wellness.
What Makes Retail at Dis-Chem exciting
- You’ll work in a store environment known for high foot-traffic, brand trust, and strong retailer reputation.
- We emphasise growth: training, development, identifying you for future leadership roles.
- You are our “front-line” – greeting customers, understanding their needs, assisting them to find the right health, wellness and beauty products.
What You Get
- A job where you directly impact people’s wellbeing and shopping-experience, not just selling stuff.
- A solid brand behind you, with a large footprint nationally, meaning real opportunities across stores.
- Training and career-pathing: entry level to senior retail/operations roles.
- Discounts and benefits: as a retail employer focused on health/wellness you’ll get priority customer pricing.
- For those who step up: possibility of moving into supervisory, store-management or even broader operations roles.
Join Our Journey
We are a community of doers, dreamers and difference-makers. If you are ready to grow your career and be part of something bigger, see listy of current open vacancies below.