To effectively manage operations, staff, infrastructure and service delivery in line with the operational framework of processes, policies, standards and controls to ensure customer satisfaction.

Key performance areas:
• Drive adherence to operational framework of processes, policies, standards and controls
• Proactively identify operational problems which impact on customer service, determine impact, patterns and trends, identify best fit alternatives, design best practice solutions and anticipate future problems
• Drive high performance customer centric culture
• Live, represent, manage and coach all staff to abide by the brand standards to ensure site to site consistency
• Manage effective SLAs with internal and external stakeholders.
• Ensure delivery of all customer focused projects, priorities, milestones and quality standards.
• Analyse, interpret and act on the customer service feedback
• Regularly liaise with the Area Manager on Operational Plans, processes and performance standards to ensure line of sight on the practices underpinning cross-functional processes
• Take ownership and accountability for maintaining quality, standards, service and desired outputs within inter related functional areas of responsibility
• Ensure that all maintenance checks are taking place and that the maintenance plan/schedule is updated daily
• Ensure that all daily debrief sessions are taking place, and gather relevant information for written reports for review or feedback of work
• Execute marketing and sales programmes in line with marketing and sales specifications
• Manage control and reduce wastage related to, company assets, materials or equipment and people
• Drive effective service delivery to customers to ensure customer delight
• Manage the quality and integrity of products

Requirements:
• Grade 12; Maths/Maths Literacy with a minimum pass rate of 40%
• 3 Year degree or diploma
• 4 to 6 years’ experience in a retail / customer focused environment
• Personal Flexibility in terms of working hours (including Sunday, holiday work and night work)