47 Retail Operations jobs in South Africa

• Define and implement brand strategies across all outlets.
• Support marketing initiatives both nationally and locally.
• Assist store teams with marketing compliance and local promotions.
• Leverage digital channels (social media, SEO, paid ads) to build visibility.
  KPIs: Brand awareness metrics, ROMI, CAC vs LTV, digital engagement rates.

• Set and monitor sales targets per store.
• Analyze sales data to identify growth opportunities.
• Implement sales initiatives and coach teams for performance improvement.
• Collaborate with marketing to drive localized promotions.
  KPIs: Sales vs target, YoY growth, sales/m², conversion rate.

• Ensure all stores operate efficiently and according to SOPs.
• Conduct audits and identify areas for operational improvement.
• Oversee inventory and cash handling procedures.
  KPIs: Audit compliance, shrinkage rate, SOP adherence.

• Standardize and enforce customer service policies.
• Monitor feedback, resolve complaints, and improve engagement.
• Implement training for service excellence.
  KPIs: NPS, CSAT, resolution rate, customer retention.

• Recruit, develop, and retain store managers and key staff.
• Conduct appraisals and facilitate growth plans.
• Promote a high-performance, collaborative culture.
  KPIs: Staff turnover, internal promotions, training completion.

• Ensure all stores adhere to visual standards and display guidelines.
• Oversee seasonal setups and product presentation.
• Train staff on merchandising practices.
  KPIs: Brand compliance, merchandising audit score, campaign rollout success.

• Prepare and manage budgets at store and regional level.
• Monitor expenses and profitability.
• Identify and implement cost-saving initiatives.
  KPIs: Profit margin per store, cost/m², budget variance, ROI on promotions.

• Ensure compliance with legal, health, and safety standards.
• Conduct audits and train staff on protocols and emergency procedures.
• Manage incident reporting and corrective action plans.
  KPIs: Audit pass rate, number of incidents, time to resolve, safety training rate.

• Support expansion through feasibility studies, market analysis, and new store launches.
• Align regional operations with national business strategy.
• Oversee operational readiness of new stores.
  KPIs: Store opening success, market share growth, ROI on new stores.

• Bachelor's degree or diploma in Business Administration, Retail Management, Marketing, or a related field.

• Minimum of 6 years in a senior retail operations or multi-store management role.
• Prior experience in franchise management (as franchisee or franchisor) is advantageous.
• Experience in the FMCG or automotive retail sector is highly desirable.

• Strong leadership and team development skills
• Excellent analytical and problem-solving abilities
• Financial acumen with budgeting and forecasting expertise
• Customer-focused mindset
• Proficient in digital tools, retail systems, and MS Office
• Ability to manage multiple locations and adapt in a dynamic environment
• Exceptional communication and organizational skills

• Define and implement brand strategies across all outlets.
• Support marketing initiatives both nationally and locally.
• Assist store teams with marketing compliance and local promotions.
• Leverage digital channels (social media, SEO, paid ads) to build visibility.
  KPIs: Brand awareness metrics, ROMI, CAC vs LTV, digital engagement rates.

• Set and monitor sales targets per store.
• Analyze sales data to identify growth opportunities.
• Implement sales initiatives and coach teams for performance improvement.
• Collaborate with marketing to drive localized promotions.
  KPIs: Sales vs target, YoY growth, sales/m², conversion rate.

• Ensure all stores operate efficiently and according to SOPs.
• Conduct audits and identify areas for operational improvement.
• Oversee inventory and cash handling procedures.
  KPIs: Audit compliance, shrinkage rate, SOP adherence.

• Standardize and enforce customer service policies.
• Monitor feedback, resolve complaints, and improve engagement.
• Implement training for service excellence.
  KPIs: NPS, CSAT, resolution rate, customer retention.

• Recruit, develop, and retain store managers and key staff.
• Conduct appraisals and facilitate growth plans.
• Promote a high-performance, collaborative culture.
  KPIs: Staff turnover, internal promotions, training completion.

• Ensure all stores adhere to visual standards and display guidelines.
• Oversee seasonal setups and product presentation.
• Train staff on merchandising practices.
  KPIs: Brand compliance, merchandising audit score, campaign rollout success.

• Prepare and manage budgets at store and regional level.
• Monitor expenses and profitability.
• Identify and implement cost-saving initiatives.
  KPIs: Profit margin per store, cost/m², budget variance, ROI on promotions.

• Ensure compliance with legal, health, and safety standards.
• Conduct audits and train staff on protocols and emergency procedures.
• Manage incident reporting and corrective action plans.
  KPIs: Audit pass rate, number of incidents, time to resolve, safety training rate.

• Support expansion through feasibility studies, market analysis, and new store launches.
• Align regional operations with national business strategy.
• Oversee operational readiness of new stores.
  KPIs: Store opening success, market share growth, ROI on new stores.

• Bachelor's degree or diploma in Business Administration, Retail Management, Marketing, or a related field.

• Minimum of 6 years in a senior retail operations or multi-store management role.
• Prior experience in franchise management (as franchisee or franchisor) is advantageous.
• Experience in the FMCG or automotive retail sector is highly desirable.

• Strong leadership and team development skills
• Excellent analytical and problem-solving abilities
• Financial acumen with budgeting and forecasting expertise
• Customer-focused mindset
• Proficient in digital tools, retail systems, and MS Office
• Ability to manage multiple locations and adapt in a dynamic environment
• Exceptional communication and organizational skills

• MANAGES PERFORMANCE
• Manage the performance of this Team to ensure the delivery of outstanding customer experiences
• Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team
• Maintain audit processes to ensure data completeness and accuracy by the Team
• MANAGES THE TEAM
• Motivates and supports a high performance Team
• Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents/Retailers), while driving a culture of team work
• Communicate with the Team to share information
• Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives
• Monitor day-to-day performance and training of each member of the Team, providing feedback on performance
• Manage non-compliance, under-performance and corrective actions
• Manage the inductions of new Team members
• Coaches individuals to develop their knowledge of products, technologies, systems and processes, as well as improving their customer handling skills and positive conversations
• Manage succession into key roles to develop talented individuals
• Monitor and actioning survey results in support of improved Team performance and customer service excellence
• Schedule the availability of staff for key activities over the entire committed service delivery days and times (taking into consideration training time, leave and sick leave, demands and peak time requirements)
• OVERSEES KEY ACTIVITIES
• Provides first line support to customers, retailers/agents and the Teams, without unnecessary hand-overs
• Runs daily/weekly meetings for the Team to track and manage performance, share information and manage issues
• Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress
• Work with Management to refine and develop objectives for new vehicle sales operations
• Align processes to ensure a seamless customer journey – we do the effort so our customer don’t have to worry
• DRIVES IMPROVEMENT
• Organize regular meetings to review KPIs and identify better ways of doing things
• Implement pro-active approaches to identify recurring problems
• Lead or support initiatives to deliver a continuous improvement to ways of work and service delivery excellence
• Support the Teams to adapt to change, growth, improvement
  
  
  

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

RETAIL OPERATIONS TEAM LEADER

Main Purpose:

Manages the Retail Operations and Support Team, to deliver outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach

KEY RESPONSIBILITIES

1. MANAGES PERFORMANCE

· Manage the performance of this Team to ensure the delivery of outstanding customer experiences

· Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team

· Maintain audit processes to ensure data completeness and accuracy by the Team

2. MANAGES THE TEAM

· Motivates and supports a high performance Team

· Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents/Retailers), while driving a culture of teamwork

· Communicates with the Team to share information

· Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives

· Monitors and trains each team member, providing feedback on performance

· Manages non-compliance, under-performance and corrective actions

· Manages inductions of new Team members

· Coaches individuals to develop their knowledge of products, technologies, systems and processes, as well as improving their customer handling skills and positive conversations

· Manages succession planning into key roles to develop talented individuals

· Monitors and acts on survey results to support improved Team performance and customer service excellence

· Schedules staff availability for key activities, considering training, leave, sick leave, demands and peak times

3. OVERSEES KEY ACTIVITIES

· Provides first line support to customers, retailers/agents and the Teams, avoiding unnecessary hand-overs

· Runs daily/weekly meetings to track and manage performance, share information and resolve issues

· Resolves escalated issues and complaints from customers and Agents/Retailers, ensuring customer satisfaction and facilitating successful sales

· Works with Management to refine and develop objectives for new vehicle sales operations

· Ensures processes are aligned to provide a seamless customer journey

4. DRIVES IMPROVEMENT

· Organizes regular meetings to review KPIs and identify improvements

· Implements proactive approaches to recurring problems

· Leads or supports initiatives for continuous improvement in work methods and service delivery

· Supports Teams in adapting to change, growth, and improvement

KEY SUCCESS CRITERIA FOR THE ROLE

Customer First

Survey results, case and complaint management systems

Team

Collaboration with colleagues and Retailers/Agents, staff attitude, retention, transparent incentive schemes, resource availability during service hours

KPIs

Achievement of team targets and KPIs (to be agreed)

COMPETENCIES REQUIRED BY THE ROLE

Level

Functional Manager / Senior Team Leader

Experience

Preferably automotive and modern luxury sectors

High Performing Teams

Motivator with experience managing high-performance teams to deliver excellent customer service

Operational Excellence

High EQ, excellent communication, problem-solving, agility, self-drive, commercial thinking

Innovation and Improvement

Ability to drive continuous improvement and innovation

The Opportunity Reporting directly to the Co-Founders, the Senior Regional Retail Operations Manager is the strategic conductor who turns four individual stores into one perfectly-tuned orchestra. You’ll mentor store managers, shape the customer journey, partner with marketing on revenue-driving campaigns, and own every KPI that spells sustainable

expansion.

What You’ll Own

Strategic & Commercial People & Culture Operational Excellence

• Set & execute multi-store growth roadmap in line with annual budget.
• Analyse sales trends, clienteling data & market intel to spot expansion opportunities (new categories, pop-ups,services).
• Partner with Marketing on launches, events & omnichannel campaigns, ensuring floor teams convert traffic into loyalists.
• Lead, inspire & upskill 40+ team members through four direct-report store managers.
• Head up full employee lifecycle – recruiting, onboarding, performance, succession planning
• Standardise SOPs, visual merchandising standards & loss-prevention protocols across all locations.
• Own P&L per store : forecast, monitor & course-correct OPEX and staffing spend.

The Kind of Leader Who Thrives Here

• 10+ years senior retail management
• Responsibility (luxury fashion, prestige beauty or premium lifestyle sectors preferred).
• True people magnet – builds trust, coaches high-performers, addresses under-performance decisively yet humanely.
• Data-obsessed and systems-savvy (POS, ERP / inventory, workforce planning, Excel / Looker / Power BI).
• Comfortable collaborating with Marketing, E-commerce, Finance & Logistics : you speak ROI, CPA and GMROI as fluently as clienteling.

Gauteng | National Travel | On-Site | Strategic Successor Role

Ready to lead a national retail footprint and be groomed for executive leadership?

We are looking for a dynamic and experienced National Retail Operations Manager who thrives in fast-paced environments and leads from the front. This is a rare opportunity to step into a key leadership role that not only drives daily retail operations but is also positioned as the second-in-command to the Chief Retail Officer with a clear path toward future Head of Retail leadership.

You will take full ownership of operational performance across all stores, ensuring excellence in execution, customer experience, compliance, and team development. From managing Area Managers to rolling up your sleeves in-store, you will be central to translating high-level strategy into operational success.

What you will do :

• Drive retail operations across all stores nationally
• Coach and support Area Managers and store teams
• Lead SOP implementation, shrinkage management, and compliance
• Oversee lease portfolio and support commercial negotiations
• Project manage new store launches and refurbishments
• Partner with HR, Finance, Planning, and other key departments
• Provide data-driven insights to executive leadership

What we are looking for :

• 8 to 10 years of senior multi-site retail leadership experience
• Strong lease management, compliance, and stakeholder skills
• Proven ability to lead from the ground and inspire excellence
• Bachelors Degree required; postgraduate advantageous
• Willingness to travel and work flexibly

This is not a desk-bound role it is for a hands-on, resilient leader who excels at balancing operational urgency with long-term planning.

This is your chance to take your national retail experience to the next level and step into a business-critical leadership role.

Apply now and lead the way!

We are currently recruiting for a National Retail Operations Manager to join our dynamic team.

Responsible for developing and implementing a comprehensive retail strategy focused on driving sales growth, enhancing customer satisfaction, and optimizing operational efficiency. Working closely with cross-functional teams to ensure alignment between retail operations and overall business objectives. Analysing market trends to adapt andcreate strategies for maintaining a competitive edge and leading continuous improvement initiatives & innovation opportunities to streamline retail processes and systems.

KEY RESPONSIBILITIES

• Builds a comprehensive retail strategy incorporating critical priorities that focus on sales growth, customer satisfaction, and operational efficiency (incl. format and concept strategies).
• Provides guidance on best operating practices and shares regional best practices.
• Identifies improvement opportunities across retail operations which impact retailer profitability and loyalty.
• Works closely with the Omnichannel and Retail Systems Product teams in managing retail software product life cycles and identifying digitisation opportunities for retail.
• Sets specific retail operations and format-specific benchmarks, driving execution and progress.
• Ensures format-specific criteria such as product offerings, technology and infrastructure set-up and customer experience are clearly documented and communicated to regions and retailers.
• Drives ‘ ’ concept strategies and plans as custodian of concept ambition and success indicators.
• Works closely with regional and national teams across Merchandising, Promotions and Omnichannel to ensure alignment and effective execution of plans.
• Compiles comprehensive plans and timelines that integrate, schedule and track effective execution on all agreed initiatives.
• Contributes to customer-centric strategies and supports the implementation of customer service standards at key touch points, enhancing the customer shopping experience.
• Champions skills development as the link between retail operations and training departments in ensuring the development of retail specific training content.
• Relevant Tertiary qualification or Business Bachelor’s Degree.
• 8 years’ experience in a Senior Management role in the grocery retail sector.
• 2 years’ experience working with and co-ordinating multi-business stakeholders across multiple geographies.
• Outstanding customer service orientation and very good stakeholder partnering skills.
• Strong financial analytical and business acumen capability within grocery retail.
• Comprehensive understanding of key retail processes and digitisation opportunities.
• Proven execution track record, results orientation and demonstrated adaptability in fast moving environment.
• Excellent planning, organising and problem-solving capabilities.
• A confident communicator and respected thought leader and practitioner in Retail Operations.
• A team player and leader who is at ease navigating a fast-paced environment with multiple, competing priorities.

Kindly note: All applications are to be submitted through the Careers Site and Pnet. Please refrain from calling the Distribution Centre (DC) or emailing applications directly.

“Your application and all personal information provided herein is protected under the Protection of Personal Information Act (4 of 2013), hereinafter referred to as the “Act”.

• The SPAR Group LTD, with its head offices at 22 Chancery Lane in Pinetown, is collecting this information to enable us to facilitate your application and /or assess your suitability for the advertised position. This information will be used for this purpose only and disposed of thereafter, unless you consent to the information being retained for marketing purposes.
• Where shortlisted, your information will be retained for a period of 3 months and disposed of immediately thereafter if you are unsuccessful in your application. Where employment is offered, it will be retained as part of your employee portfolio and secured accordingly.
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• If you do not wish to provide us with this information, are unable to do so, or object to it being used, it will result in the disqualification of your application.
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