Retail Excellence Manager

Permanent

Peninsula

Overview

We are a Supply Chain and Sales & Merchandising partner adding value to your business through a fully integrated, temperature-controlled network in Southern Africa.

But we are also more than that. We are people serving people. While we boast the best in tech and infrastructure, our people are our greatest resource. With our skilled, curious, can-do people at the forefront, our assets become your assets, our service your solutions.

Vector’s vehicle fleet includes a food industry first in ‘multi-temperature’ vehicles enabling the company to service business across frozen, chilled and ambient temperature zones on a single delivery.

Job Purpose

The

• Retail Excellence Manager is accountable for the strategic management and
• operational performance of Vector's retailer relationships across key
• customers including Pick n Pay, Shoprite Checkers, SPAR, Boxer, Woolworths
• and Massmart.

The

• role provides leadership to Retail Specialists, Retail Key Account Managers
• and broader retailer-facing teams, ensuring the successful execution of
• retailer service strategies, achievement of service level commitments and
• continuous improvement in operational performance.

The

• incumbent serves as the senior operational interface between Vector and its
• strategic retail partners, building executive-level relationships within
• retailer supply chain, logistics, replenishment and distribution functions.
• Through the effective integration of retailer insight,
• supply chain expertise, customer collaboration and operational governance, the
• Retail Excellence Manager drives service excellence, improves retailer
• satisfaction, strengthens strategic partnerships and enables the delivery of
• industry-leading cold chain solutions.

Key Responsibilities

Retail Relationship Leadership

• Provide strategic leadership
• across Vector's retailer portfolio to ensure strong collaboration and
• industry-leading service delivery.

Responsible for

• Retailer relationship strategy.
• Retail governance forums.
• Retail customer satisfaction.
• Executive retailer engagement.
• Strategic retailer planning.
• Retail partnership development.
• Escalation management.
• Service improvement programmes.

Retail Operations Excellence

Own retailer-facing operational

performance across the distribution network.

Responsible for

• OTIF delivery performance.
• DIFOT management.
• Retail service levels.
• Inventory availability.
• Order fulfilment performance.
• Claims and deductions management.
• On-shelf availability support.
• Root cause analysis and corrective actions.

Supply Chain Collaboration

Lead collaborative planning

initiatives between retailers and Vector.

Responsible for

• CPFR programmes.
• Forecast collaboration.
• Demand planning alignment.
• Promotional readiness planning.
• Seasonal planning.
• Retail replenishment optimisation.
• Distribution network collaboration.
• Capacity planning alignment.

Retail Analytics &

Performance Management

Leverage retailer, operational

and supply chain data to improve performance.

Responsible for

• Retailer scorecard management.
• OTIF analytics.
• Forecast accuracy reporting.
• Service level reporting.
• Retail compliance reporting.
• Root cause trend analysis.
• Retail performance reviews.
• Continuous improvement identification.

Operational Governance

Ensure retailer commitments are consistently achieved through strong operational governance.

Responsible for

• Retail performance reviews.
• Cross-functional governance.
• Risk management.
• Retail issue resolution.
• Escalation management.
• Service recovery plans.
• Operational SLA compliance.
• Governance reporting.

Continuous Improvement &

Innovation

Champion initiatives that

improve retailer experience and operational efficiency.

Responsible for

• Process optimisation.
• Retail service innovation.
• Digital retailer integration.
• Automation opportunities.
• Supply chain redesign initiatives.
• Retail collaboration tools.
• Best practice implementation.
• Continuous improvement projects.

Leadership & Capability

Development

Provide leadership, coaching

and capability development across the retailer organisation.

Responsible for

• Leadership of Retail Specialists and Retail KAMs.
• Team performance management.
• Capability development.
• Succession planning.
• Coaching and mentoring.
• Retail excellence standards.
• Operational capability building.
• High-performance culture.

Key Relationships

Internal

• Executive Leadership Team.
• Supply Chain, Planning and Logistics teams.
• Distribution Centre Management.
• Transport Operations.
• Commercial and Key Account Management teams.
• Finance, Customer Service and Continuous Improvement teams.
• Account Specialists and Retail Key Account Managers.

External

• Senior retailer stakeholders.
• Supply Chain, Replenishment and Distribution executives at key retail customers.
• Customer operations and planning teams.
• External service providers and strategic business partners.
• Qualifications, Skills and Experience Required for the Job

Qualifications and Experience

Matric (Grade 12)

• Bachelor’s degree in supply chain, Logistics, Commerce, Industrial Engineering or related field
• Postgraduate qualification advantageous
• Minimum 10 years' experience within FMCG, Retail, Supply Chain or Logistics environments
• Minimum 5 years' experience managing retailer-facing teams
• Demonstrated experience managing strategic retailer relationships
• Proven experience in OTIF, DIFOT, customer collaboration and retailer service management
• Strong operational, commercial and supply chain acumen
• Experience within FMCG, Retail, Distribution or 3PL environments
• Proven leadership of teams with multiple direct reports

Valid Code EB Driver's Licence

Skills and Competencies

• Advanced knowledge of FMCG retail operations, supply chain management and logistics.
• Extensive understanding of retailer operating models, distribution networks and replenishment processes.
• Strong knowledge of OTIF, DIFOT, service level management and retailer scorecard methodologies.
• Strategic customer relationship management and executive stakeholder engagement skills.
• Advanced analytical, forecasting and performance management capability.
• Sound commercial acumen and understanding of retailer service agreements and supply chain economics.
• Strong leadership, coaching and people management skills.
• Advanced problem-solving and decision-making capabilities.
• Project management and continuous improvement expertise.
• Proficiency in supply chain planning, reporting and performance management systems.
• Vector Logistics supports the principles of Employment
• Equity and is committed to building a diverse and inclusive workplace.
• Preference will be given to candidates from designated groups in line with our
• Employment Equity Plan.
• If you have not heard from us within 3 to 4 weeks after
• submitting your application, please consider your application unsuccessful on
• this occasion. We truly appreciate your interest in joining the Vector team and
• encourage you to stay connected for future opportunities that may align with
• your skills and career journey.
• We look forward to hearing from you!