Role Purpose:

To lead and continuously improve Dark Store OMNI operations in line with business strategy, customer promise, and financial targets, while ensuring operational readiness for peak trading and future growth.

Key Job Objectives & Responsibilities:

Dark Store OMNI Operations:

Manage the day‑to‑day Dark Store operations, including inbound handling, order picking, packing, staging, and dispatch of online customer orders.

Ensure strict adherence to OMNI cut‑off times, wave planning, and dispatch schedules.

Deliver consistently high order accuracy, minimal substitutions, and on‑time fulfilment.

Ensure operational flow supports high‑volume, rapid‑turnaround online trading.

Productivity, Capacity & Cost Management:

Ensure achievement of budgeted financial targets, including labour and operational costs.

Drive effective utilisation of permanent and temporary labour to achieve productivity targets.

Manage labour brokers against agreed SLAs, including performance reviews, cost control, and approvals.

Analyse and interpret operational KPIs to identify improvement opportunities and improve financial performance.

Support capacity planning for peak periods, promotions, and seasonal demand spikes.

Inventory Control & Asset Management:

Oversee inventory control and stock accuracy within the Dark Store environment.

Minimise shrinkage, damage, shorts, and wastage.

Ensure effective maintenance and accountability of company assets (MHE, IT devices, automation where applicable).

Maintain operational readiness and compliance with Health & Safety requirements.

People Leadership & Performance:

Lead, coach, and develop Team Leaders and OMNI operational teams.

Drive consistent process compliance, SOP adherence, and disciplined execution.

Build a performance‑driven culture focused on safety, accuracy, speed, and accountability.

Support training and capability development across OMNI roles.

Stakeholder & Service Management:

Engage and communicate effectively with key internal stakeholders (Central OMNI, Supply Chain, IT, Transport, Retail).

Manage transporters against agreed service level agreements to ensure on‑time delivery to customers and collection points.

Resolve operational issues quickly to protect customer promise and business performance.

Ensure compliance with service level agreements, company policies, and legal requirements.

Systems, Process & Continuous Improvement:

Ensure optimal utilisation of warehouse systems, picking technology, and reporting tools.

Support the implementation and stabilisation of new picking methods, systems, or process changes.

Conceptualise and lead improvements to processes, layouts, and workflows within a Dark Store environment.

Actively support change management and continuous improvement initiatives.

Knowledge & Experience:

Essential:

Strong operations management experience in DC, fulfilment centre, Dark Store, or high‑volume retail operations

Good understanding of OMNI / e‑commerce fulfilment models

Experience managing productivity, labour planning, and service delivery

Sound knowledge of Health & Safety standards within a warehouse environment

Experience working with WMS / supply chain systems and picking processes

Advantageous:

Experience implementing or managing complex picking systems

Project management exposure

Working knowledge of Basic Labour Relations Act (LRA)

Skills:

• Strong verbal and written communication
• Financial and cost management capability
• High level of computer literacy
• Ability to analyse complex data and translate insights into action
• Strong problem‑solving and decision‑making ability
• Change management and stakeholder engagement capability
• Ability to manage multiple priorities in a fast‑paced environment

Competencies:

• Essential
• Deciding and Initiating Action
• Leading and Supervising
• Adhering to Principles and Values
• Persuading and Influencing
• Analysing and Interpreting Information
• Coping with Pressure and Setbacks

Grade 12

Tertiary qualification in Logistics, Supply Chain, Business Management or similar (advantageous)