Retail Operations Support Manager

The Retail Operations SupportManager 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)