Head of On-Demand Delivery

Join Our Mission at Takealot Fulfilment Solutions | We Are TFS

Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.

Who We're Looking For:

Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.

This position reports to the Head of Outbound Logistics Operations

Your responsibilities can include: (MrD Food & FNB)

• Responsible for delivery of SLA targets through professional account management and excellent commercial and budgetary control with regards to On-demand customers

• Responsible for conceptualizing strategic logistics projects and solutions relating to On Demand deliveries

• Develop, manage, and upskill departmental support staff for scaling execution

• Maintain and/or improve external account profitability pertaining to delivery services provided by Takealot

• Ensure that suitable annual budgets are completed that provide for the necessary resources to meet business objectives

• Ensure departmental expenses are managed in line with approved budgets.

• Manage productivity of compliance teams to ensure on-time delivering of business requirements and upholding of performance standards

• Create support systems in operations to regularly monitor both national and regional performance metrics for On Demand Deliveries

• Ensure that adequate weekly and monthly engagements are established to communicate on SLA Performance for On demand customers

• Assist and coordinate the compliance, systems, and operations teams to ensure appropriate focus and resource allocation

• Analyse data from various sources to determine trends and areas of optimization in driver performance, branch performance and system logic to drive delivery efficiency

• Investigate causes of SLA performance failures through data analysis and on-site inspections, if required

• Work with Technical Programme Managers to convert business requirements into system change requests, thereby informing Product Roadmaps accordingly

• Work with Compliance teams to revise or set up appropriate SOPs amidst changing business processes within on-demand delivery

• Project manage and communicate execution of new system or SOP changes into the business and operations environment

• Research and compile proposals, backed by data, on required changes. Assess and present findings to businesses and stakeholders

• Lead negotiations with stakeholders on commercial and contractual terms, to mitigate risk (reputational and financial) on behalf of TFS

• Add value to customer service by managing on-demand complaints and service standards

• Engage with various stakeholders like Customer Services, Legal, Operations, Product and Engineering on relevant initiatives to ensure that on-demand business objectives are
supported.

Qualifications and experience:

• Bachelor’s degree required

• Post-graduate degree advantageous

• inimum 7 years work experience
o Minimum 5 years’ experience in managing customers at a senior level
o Minimum 5 years managing teams, clients, and employees
o Minimum 3 years in P&L responsible senior management role

• Proven track record of success in delivering against targets

• Experience in managing customers at a senior level

• Experience in a Retail Multi-User environment

• Sound operational background

• Change management experience

Attributes required :

• Analytical Thinker

• Strong statistical knowledge

• Ability to identify trends in data

• Ability to work in a Tech environment

• Ability to deal with people from various levels

• Strong business acumen

• Self-motivated, self-monitoring & self-disciplined

• Pro-active, takes own initiative

• Adaptable to change

• Able to prioritise and work under pressure

• Very organized and professional at all times

• Attention to detail

• Assertive

• Dynamic & energetic

• Excellent Communication Skills

• Building and maintaining relationships

• Conceptual thinking

• Influencing

• Learning agility & adaptability

• Relevant tertiary qualification advantageous

• High degree of personal motivation and resilience

Why Join TFS:

• Purpose-driven impact: Transform lives through logistics innovation

• Advanced technology: Work with cutting-edge systems in a fast-paced environment

• Career growth: Thrive in an agile space that champions continuous improvement

• Inclusive culture: Your unique perspective drives extraordinary results

At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.

More than just a job, we offer:

A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.

Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.