takealot.com
<p>Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented <strong>Key Account Manager</strong> to join our team in<strong> Cape Town</strong></p> <p><strong>Join Our Mission at Takealot Fulfilment Solutions | We Are TFS</strong></p> <p>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.</p> <p><strong>Who We're Looking For:</strong></p> <p>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.</p> <p>At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. </p> <p> </p> <p><strong>This position reports to the :Head of Order Fulfillment</strong></p> <p><strong>Your responsibilities can include:</strong></p> <ul> <li>Coordinate with the Order Fulfilment team who manages the operational last-mile hubs to ensure alignment between client expectations and operational delivery performance</li> <li>Monitor delivery performance from dispatch to customer across the fulfilment network, working through relevant operational teams to resolve operational issues</li> <li>Oversee exception management, claims, queries, and complaints from a client relationship perspective, ensuring timely resolution and client communication</li> <li>Establish daily, weekly, and monthly performance measures to track service delivery against client SLAs</li> <li>Facilitate system integration and data sharing between client systems and the fulfilment operation,</li> <li>Assemble and analyse daily operational data to manage and report on the client experience</li> <li>Work closely with the Call Centre, Dispatch, and Order Fulfilment to ensure smooth handovers and clear communication with clients and their customers</li> <li>Develop and implement key account plans for strategic clients in line with the overall fulfilment and commercial strategy</li> <li>Build and maintain strategic working relationships with key clients through regular business reviews (telephonic and face-to-face) to ensure service level agreements are met and to identify opportunities for service improvement and collaboration</li> <li>Act as the primary point of contact for key clients on all fulfilment-related matters, including performance reporting, escalations, and service reviews</li> <li>Identify and pursue growth opportunities with key clients that expand the scope of services, volume, or coverage</li> <li>Create tailored fulfilment solutions that meet the short and long-term needs of key clients</li> <li>Prepare and present performance, service improvement, and partnership proposals to key clients</li> <li>Provide professional and exceptional service in all interactions with clients and their representatives</li> <li>Monitor the competitive landscape for fulfilment and logistics services and maintain a client relationship database</li> <li>Report on key account performance, client satisfaction, and relationship health as required (weekly and monthly)</li> <li>Maintain a high level of relevant industry knowledge, particularly in e-commerce fulfilment, last-mile logistics, and 3PL market trends</li> <li>Constantly review existing processes to ensure they are streamlined and scalable, </li> <li>Identify continuous improvement initiatives that drive improved performance results for clients</li> <li>Oversee claims process management from a client perspective — preparing reports, monitoring and analysing claims data to identify trends, patterns, and opportunities for improvement</li> <li>Develop and implement policies, procedures, and workflows to streamline claims processing and improve the client experience</li> </ul> <p><strong>Qualifications and experience:</strong></p> <ul> <li>Degree in Logistics/Operations Management/Supply Chain Management/Engineering or Business/Commerce</li> <li>7–10 years’ experience in Supply Chain/Logistics</li> <li>Minimum 3 years’ experience in a management role in operations</li> <li>Sound operational background in dealing with branch/franchise networks</li> <li>Experience of managing customers at a senior level</li> <li>Change management experience</li> <li>Experience managing key logistics partnerships or third-party provider relationships at a strategic level</li> <li>Demonstrated ability to develop and execute account or partnership plans with external providers</li> <li>Experience managing key client relationships or accounts in a logistics, fulfilment, or supply chain environment</li> <li>Demonstrated ability to coordinate across operational and commercial functions</li> <li>Experience acting as the primary interface between clients and internal operations</li> </ul> <p><strong>Attributes required :</strong></p> <ul> <li>Excellent verbal and written communication</li> <li>Excellent influencing, persuading and negotiating</li> <li>Strong problem evaluation and solution</li> <li>Good leadership and team development</li> <li>Excellent people management skills</li> <li>Critical impact contract and commercial negotiation experience at executive level</li> <li>Logistics supply chain design and development expertise</li> <li>Ability to interpret complex operational environments and implement leading-edge, high-performance management methodologies</li> <li>Relationship building</li> <li>Client focus</li> <li>Pressure resilience</li> </ul> <p><strong>Why Join TFS:</strong></p> <ul> <li><strong>Purpose-driven impact</strong>: Transform lives through logistics innovation</li> <li><strong>Advanced technology: </strong>Work with cutting-edge systems in a fast-paced environment</li> <li><strong>Career growth: </strong>Thrive in an agile space that champions continuous improvement</li> <li><strong>Inclusive culture</strong>: Your unique perspective drives extraordinary results</li> </ul> <p>At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. </p> <p><strong>More than just a job, we offer: </strong></p> <p>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.</p> <div><em>Takealot Fulfilment Solutions (TFS)</em> <em>is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.</em></div>