Retail Operations Support Manager

The Retail Operations Support Manager leads the centralised retail operations support function, ensuring rapid, effective resolution of store-level issues across pricing, promotions, replenishment, execution and operational processes in line with strategic priorities. Ensures uninterrupted store operations by leading a high-performance, SLA-driven support function that resolves operational issues quickly, consistently, and at scale across the retail network and prevents repeat. Minimum Requirements…

Essential

• Diploma or Degree in Commerce, Retail Management, Supply Chain, Business Administration or a related field or 5 years’ experience with 2 years in a leadership roll, in retail operations, store support, or service roles. • Proven experience managing operational teams and SLA-driven environments. • Experience working across store operations and head office functions supporting multi-site retail environments advantageous • Experience using data to identify, resolve, and prevent recurring operational issues, driving efficiency and consistency across operations Responsibilities Strategy and value delivery

• Provide centralised operational support to stores to ensure smooth day-to-day execution • Define& lead the retail operations support strategy, ensuring rapid issue resolution aligned to SLA targets. • Establish and continuously improve the centralised issue resolution model across pricing, promotions, replenishment, master data, and store operations. • Drive reduction of recurring operational issues through root cause analysis, trend identification, and process improvement. • Ensure consistent, scalable support processes that enable store teams to operate efficiently and without friction. • Translate operational challenges into structured improvements across systems, processes, and execution standards Leadership and collaboration

• Share insights and feedback to improve operational processes and execution quality • Lead and develop Retail Operations Support Specialists and Escalation Analysts to deliver high-quality, timely issue resolution. • Act as the central interface between store operations and support functions including Pricing, Inventory, IT, and Commercial teams. • Partner with Retail Systems, Process Excellence, and Execution teams to ensure alignment between issue resolution and long-term improvements. • Provide visibility to senior stakeholders on issue trends, performance, and operational risks. • Drive the Dis-Chem culture Blueprint focussing on accountability, teamwork, speed and agility (responsiveness), and continuous improvement within the support function Governance and risk

• Own SLA governance, ensuring all issues are tracked, prioritised, and resolved within defined timelines. • Monitor and manage risks related to unresolved operational issues impacting store performance. • Ensure accurate logging, tracking, and reporting of all operational issues and resolutions. • Drive standardisation of issue management processes, escalation protocols& communication frameworks. • Ensure compliance with operational policies, system rules, and governance requirements Key Skills

• Strong understanding of retail store operations (pricing, promotions, replenishment, execution). • Operational problem-solving and issue resolution leadership. • Strong stakeholder management across stores, operations, commercial, IT, marketing and support functions. • Data-driven decision-making and performance management. • Highly effective effective communication and coordination skills • Ability to manage high-volume, fast-paced operational environments Key Performance Indicators

• SLA adherence and issue resolution turnaround time.
• First-time resolution rate.
• Reduction in recurring issues and escalation trends.
• Store satisfaction with support function.
• Operational disruption impact (e.g. pricing errors, stock issues)