Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Key Account 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 to the :Head of Order Fulfillment
Your responsibilities can include:
- Coordinate with the Order Fulfilment team who manages the operational last-mile hubs to ensure alignment between client expectations and operational delivery performance
- Monitor delivery performance from dispatch to customer across the fulfilment network, working through relevant operational teams to resolve operational issues
- Oversee exception management, claims, queries, and complaints from a client relationship perspective, ensuring timely resolution and client communication
- Establish daily, weekly, and monthly performance measures to track service delivery against client SLAs
- Facilitate system integration and data sharing between client systems and the fulfilment operation,
- Assemble and analyse daily operational data to manage and report on the client experience
- Work closely with the Call Centre, Dispatch, and Order Fulfilment to ensure smooth handovers and clear communication with clients and their customers
- Develop and implement key account plans for strategic clients in line with the overall fulfilment and commercial strategy
- 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
- Act as the primary point of contact for key clients on all fulfilment-related matters, including performance reporting, escalations, and service reviews
- Identify and pursue growth opportunities with key clients that expand the scope of services, volume, or coverage
- Create tailored fulfilment solutions that meet the short and long-term needs of key clients
- Prepare and present performance, service improvement, and partnership proposals to key clients
- Provide professional and exceptional service in all interactions with clients and their representatives
- Monitor the competitive landscape for fulfilment and logistics services and maintain a client relationship database
- Report on key account performance, client satisfaction, and relationship health as required (weekly and monthly)
- Maintain a high level of relevant industry knowledge, particularly in e-commerce fulfilment, last-mile logistics, and 3PL market trends
- Constantly review existing processes to ensure they are streamlined and scalable,
- Identify continuous improvement initiatives that drive improved performance results for clients
- Oversee claims process management from a client perspective — preparing reports, monitoring and analysing claims data to identify trends, patterns, and opportunities for improvement
- Develop and implement policies, procedures, and workflows to streamline claims processing and improve the client experience
Qualifications and experience:
- Degree in Logistics/Operations Management/Supply Chain Management/Engineering or Business/Commerce
- 7–10 years’ experience in Supply Chain/Logistics
- Minimum 3 years’ experience in a management role in operations
- Sound operational background in dealing with branch/franchise networks
- Experience of managing customers at a senior level
- Change management experience
- Experience managing key logistics partnerships or third-party provider relationships at a strategic level
- Demonstrated ability to develop and execute account or partnership plans with external providers
- Experience managing key client relationships or accounts in a logistics, fulfilment, or supply chain environment
- Demonstrated ability to coordinate across operational and commercial functions
- Experience acting as the primary interface between clients and internal operations
Attributes required :
- Excellent verbal and written communication
- Excellent influencing, persuading and negotiating
- 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
- Ability to interpret complex operational environments and implement leading-edge, high-performance management methodologies
- Relationship building
- Client focus
- Pressure resilience
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.
