Order Fulfilment Manager

Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Order Fulfilment Manager to join our team in Cape Town 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. At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. This position reports: Head of Order Fulfilment Your responsibilities will include: 3PL Courier Performance Management

• Manage deliveries from dispatch to customers and back across all contracted couriers (inbound and outbound), including last-mile deliveries to customers
• Facilitate system integration with couriers and manage call-back compliance
• Manage volume flow through contracted branches
• Drive operations against three core measures:
• Establish daily, weekly, and monthly performance measures across the courier network
• Constantly review existing processes to ensure they are streamlined and scalable
• Quality — drive overall “In Full” performance
• Delivery — drive delivery on promise to 98% Exception and Claims Management
• Manage time-in-status exceptions across the delivery lifecycle
• Own the end-to-end claims process
• Prepare reports, monitor, and analyse claims data to identify trends, patterns, and improvement opportunities
• Develop and implement policies, procedures, and workflows to streamline claims processing and improve efficiency
• Handle escalated claims issues and enquiries from claimants, providers, and internal stakeholders
• Manage all queries and complaints, and report on them
• Produce exception reporting across courier performance and delivery operations Team Leadership and Continuous Improvement
• Manage a team of 20 people across 7-day operation
• Assemble and analyse daily data to manage the customer delivery experience
• Identify and drive continuous improvement initiatives that deliver measurable performance gains
• Research how delivery and logistics solutions are being implemented locally and internationally, using online tools, resources, and external information sources
• Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers
• Succession planning and development of key managers within the team Skills required:
• Excellent influencing, persuading, negotiating
• Takealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facets
• Strong problem evaluation and solution
• Good leadership and team development
• Excellent people management skills
• Critical impact contract and commercial negotiation experience at executive level
• Logistics supply chain design and development expertise/tools and techniques
• Ability to interpret complex operational environment and implement leading edge, high performance management methodologies
• Ability to interview and interact professionally with internal and external people Qualifications & Experience
• Degree in Logistics/Operations Management/ Supply Chain Management or 7-10 Year Experience in Supply Chain/Logistics.
• 7–10 years experience in last-mile delivery, 3PL courier, or transport operations (not warehouse or DC management)
• Minimum 3 years' experience in a management role leading operational teams
• Proven track record managing contracted courier or 3PL performance against SLAs
• Sound operational background dealing with branch or franchise networks
• Experience managing customers at a senior level 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.