Key Account Manager

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.