Responsibilities:
Business strategy, planning, and performance ownership
- Set and own the B2C strategy and annual operating plan aligned to Group objectives and the BU process flow design (handoffs, approvals, controls, SLAs).
- Translate strategy into clear targets and KPIs for revenue, margin, contribution, customer experience, service levels, and working capital.
- Run disciplined weekly and monthly business reviews; diagnose performance drivers, agree corrective actions, and track delivery to closure.
- Build business cases for new locations, capacity expansion, major campaigns, and key initiatives; secure approvals and track benefits realisation.
- Commercial leadership assortment, pricing, promotions, and revenue management
- Oversee B2C category and commercial planning to deliver a compelling, profitable assortment and clear pack-price architecture.
- Approve promotional calendars, discount rules, and price moves within authority limits and margin guardrails; ensure pre- and post-promo evaluation discipline.
- Lead supplier and partner performance management to improve availability, landed cost, promotional funding, and service outcomes where applicable
- Ensure commercial decisions are data-led using customer insight, elasticity, basket drivers, and cohort performance.
Customer experience and brand performance:
- Own the end-to-end customer journey across e-commerce, customer service, fulfilment, and retail locations, with clear service standards and escalation paths.
- Ensure customer issues (refunds, missing items, late deliveries, product quality concerns) are resolved promptly and fairly and that systemic root causes are removed.
- Partner with e-commerce growth to deliver strong merchandising, communications, and retention programmes that increase conversion and repeat purchase.
Retail operations excellence and network management:
- Ensure retail locations meet defined operating standards for store operations, visual merchandising, service quality, and cash/inventory controls.
- Own network performance (store productivity, labour efficiency, shrink, compliance) and maintain a cadence for store reviews, audits, and corrective actions.
- Oversee store expansion and operational readiness for new locations, including staffing, training, stock readiness, systems setup, and go-live controls.\
- Manage franchise/landlord relationships where applicable, ensuring service standards and brand integrity are maintained.
Fulfilment, last-mile, and inventory integrity:
- Ensure fulfilment is executed from the appropriate warehouse/store location serving the customer’s area, with delivery windows aligned to order type (on-demand and scheduled). •
- Own service performance (order accuracy, on-time delivery, cancellation rate) and drive continuous improvement with the Fulfilment & Last-mile team.
- Ensure robust inventory governance across locations: replenishment discipline, cycle counts, expiry management (FEFO), and shrink prevention.
- Ensure returns, damages, and write-offs follow documented controls with evidence and approvals, protecting margin and compliance.
Financial management, controls, and governance:
- Own the B2C P&L and working capital outcomes, partnering with finance to manage margin, opex, capex, and cash discipline.
- Ensure adherence to authority levels for spend, pricing/promotions, write-offs, refunds, and contractual commitments, with evidence-based approvals and audit trails.
- Maintain strong controls over cash handling, refunds, inventory adjustments, and system access rights; partner with Internal Control on audits and remediation.
- Maintain risk registers (operational, fraud, compliance, reputation) and ensure risks are escalated and addressed promptly.
People leadership and organisational capability:
- Build, lead, and develop the B2C leadership team; set clear expectations, coaching routines, and succession plans.
- Ensure workforce plans, shift rosters, training, and performance management are implemented across retail and fulfilment operations.
- Promote a culture of customer focus, accountability, safety, and ethical conduct; set the tone for disciplined execution.
- Partner with people/HR to recruit, onboard, and retain talent and to maintain healthy employee relations.
Data, technology, and continuous improvement:
- Partner with Tech & Data to ensure systems (e-commerce platform, CRM, inventory, POS/OMS/WMS, as applicable) are reliable and fit-for-purpose.
- Drive data-driven decision-making through dashboards, experimentation, and disciplined post-initiative reviews.
- Sponsor improvement initiatives that reduce cost-to-serve, improve availability, and increase conversion and retention.
Requirements:
- Bachelor’s degree in business, engineering, economics, or a related discipline; an MBA/MSc is an advantage.
- 10–15+ years’ experience in consumer retail, e-commerce, FMCG, or last-mile operations, including senior leadership responsibility for a P&L.
- Proven track record of scaling a consumer business with strong operational execution and commercial discipline.
- Strong P&;L ownership and financial acumen (margin management, cost-to-serve, and working capital).
- Proven commercial capability in category management, pricing, promotions, and supplier negotiation.
- Strong understanding of e-commerce growth levers (performance marketing, CRM/retention, merchandising, conversion rate optimisation).
- Operational leadership across retail execution, fulfilment, and last-mile performance management.
- Strong governance and control mindset, including authority limits, approvals, and audit readiness.
Behavioural competencies:
- Customer-obsessed and high-integrity leader; protects customer trust and business sustainability.
- Structured and outcomes-driven; sets priorities and holds teams accountable with disciplined routines.
- Calm under pressure and decisive; escalates risks early and drives resolution.
- Collaborative communicator; aligns cross-functional teams and manages stakeholders effectively.
- Coaching-oriented leader who builds capability and a strong performance culture.
Working Conditions:
- This role requires frequent interaction with retail locations and operational teams across cities, alongside leadership presence at HQ.
- Travel within operating cities is expected.
- Work intensity increases during peak trading periods, major campaigns, and incident management.
- The role handles commercially sensitive information and must maintain confidentiality and strict adherence to governance and control processes.
Benefits:
- Remuneration is competitive and aligned with the role level and market.
- Health coverage, statutory benefits, paid leave, and role-related support. Additional benefits may apply
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