Mr D - Franchise Compliance Coordinator (E-Commerce)

takealot.com, a leading South African online retailer, is looking for a highly talented Franchise Compliance Controller to join our Johannesburg Takealot MrD Team.

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

Branch/Hub Operations

Ensures a strong relationship is formed with all Franchisee and staff related to On-Demand Operations

Your responsibilities will include:

Act as hands on support to branches/hubs to resolve operational issues

Monitor and report on franchise and driver performance and operational compliance in the field

Gain contextual understanding of the operational levers involved in driving performance, both regionally and branch-specific. Identify common trends within operations and provide weekly / monthly reporting and feedback where appropriate

Maintain service levels of franchises according Service Level Agreements and able to implement corrective measures operationally within service hubs, as related to further business strategies aligned with the Head Office and operational teams

Monitor and report on branch adherence to franchise agreements and key performance indicators (KPI’s)

Manage and work to improve weekly KPI’s at franchise level

Conduct regular audits to assess & measure performance and compliance. Communicate branch/hub audit findings and ensure resolution thereof

Travel locally in and around an allocated region, as well as to allocated regional branches as required as part of your weekly deliverables

Conduct regular branch/hub visits to drive performance and ensure processes and procedures are followed and to communicate these inefficiencies with Regional Teams

Address key branch tracking metrics in regional performance management with the franchise management teams and compiling weekly reports to feedback and address

Conduct branch/hub operational audits to ensure compliance and identify operational inefficiencies GAP / SWOT analysis

Attend branch/hub openings and support with the execution of the entire operational process

Coordinate the distribution of marketing material for new branch/hub openings

Effectively apply branch/hub scorecards to identify gaps or deviations and engage appropriately to resolve issues

Driver Network Growth and Compliance

Your responsibilities will include:

Address key branch tracking metrics in regional driver growth with the franchise management teams and compiling weekly reports to feedback and address

Address key branch tracking metrics in regional complaints and branch-customer satisfaction with the franchise management teams and compiling weekly reports to feedback and address

Conduct uniform audits with drivers in the field to ensure agreed upon checks are conducted

Ensure drivers obtain and maintain a good public image

Investigate driver complaints / discipline issues and resolve to completion

Ensure handover processes are adhered to

Enforce driver discipline and compliance within operational standards

Training and Development

Your responsibilities will include:

Train and inform SOP’s at a franchise level (Branch Managers, Staff and Drivers), and identify non-compliance as necessary to senior management

Assist in the continued improvement of SOP’s across the delivery network

Conduct needs analysis to understand training and development needs

Execute / facilitate training of new or existing processes

Train and inform on operational process flows, and standard operational procedures as required

Attributes required:

High energy, self-starter, self-motivated, proactive, high level of initiative, creative and adaptable

Project management and ability to prioritise focus according to set deliverables is critical

Auditing SOP compliance

Execution oriented and operationally pragmatic

Understand how technology works for business

Hands-on field and operational experience

System and process-orientated

Attention to detail while still seeing the bigger picture

Understand convenience and customer service

Comfortable with change and able to engage with colleagues to assess and refine approach

Low on ego, high on delivery and execution; but able to network effectively and garner cooperation and collective buy-in from key clients and business owners

Organization & sound communication will be key success factors of a Compliance supervisor (Franchise)

Comfortable working under pressure and successfully engage in multiple initiatives simultaneously

Plan, manage and be responsible for own time management according to tasks priorities

Possess a high attention to detail

Concerned with maintaining standards of accuracy and quality

Qualifications & Experience:

3 yrs experience in a client-facing role in an operational environment or similar required

A degree or equivalent work experience in process analysis and client management

Ability to analyse data and create reports

Proficient in Microsoft Office (word, excel & powerpoint) required

Proven track record in operational delivery and execution

Operational experience managing an outlet, hub or a restaurant will be advantageous

Previous franchise working experience will be advantageous

Training experience in an operational setting will be advantageous

IT or tech savvy will be advantageous

Good knowledge of Power BI, SAP IBP/BI/BO or Tableau advantageous

Good knowledge of MS PowerPoint, Excel and Word

At ease with high volume of numbers and works well with large sets of data

Field-based work experience

Previous experience in the logistics industry is not required

Excellent communication and interpersonal skills

Keen attention to detail

Able to coordinate across functional teams to promote efficient operations

Analyze and report on eCommerce performance metrics to identify areas for improvement and growth opportunities

The Environment:

takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.

We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.

We are short on ego and high on output.

We are doers and not only thinkers, it's all in the execution after all.

We love what we do and what we are creating.

We seek to Employ an Extraordinary Mind who:

is respectful but forthright

is an expert at doing, who can not only design but also execute

is analytical, able to use data to make decisions

is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours

is passionate about the potential of e-commerce and delivering a world-class customer experience

is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster

is business SMART. Able to think about problems from a business perspective using technical and product input;

is curious and challenge the status quo

is innovative and enjoys iteration

is collaborative

will be at the cutting edge of developing new concepts for takealot.com

thinks like an owner of the business

is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind, so come and join us!

Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.