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.