Johannesburg: Account Manager – Fulfilment posted by New Beginnings Recruitment
Posted on 2025-06-20 00:00:00
| Employer | New Beginnings Recruitment |
|---|---|
| Category | Other IT/Computer |
| Location | Gauteng / Johannesburg |
Job Summary
1. Role Summary
We are seeking a highly capable and results-driven Account Manager to lead client fulfilment project.
The Account Manager will be responsible for managing the full operational scope of companys delivery and activation services provided to its client, including overseeing fulfilment staff, ensuring SLA compliance, managing client relationships, and delivering performance reporting and work closely with the fulfilment administrator, drivers, warehouse/logistics team, and stakeholders.
2. Key Responsibilities
Client Relationship Management
Serve as the main liaison between the client and the company.
Manage expectations, escalate issues, and communicate service updates.
Attend and/or setup frequent sync meetings (bi-weekly or monthly) with rains operations team.
Proactively propose improvements or solutions to rain based on service data.
Strategic Oversight & SLA Compliance
Ensure fulfilment operations meet or exceed SLA targets (e.g., 72-hour ticket closure).
Monitor order-to-fulfilment turnaround time and resolve systemic issues.
Review and approve daily/weekly reports submitted by Fulfilment Admin.
Track project KPIs like ticket backlog, driver productivity, stock turn rates, client satisfaction, etc.
Team Management & Support
Supervise and support the Fulfilment Administrator in daily operations.
Provide coaching and accountability for drivers and support staff.
Resolve escalations the admin cannot manage (e.g., repeated failed orders, recurring stock issues).
Reporting & Analysis
Compile high-level fulfilment performance summaries for both the managing director and the team monthly.
Identify trends, operational bottlenecks, and recommend data-driven improvements.
Forecast capacity requirements (e.g., drivers, stock, admin support) based on pipeline.
Operational Improvements & Risk Management
Work with IT or systems team to improve ticket/driver assignment workflows.
Drive initiatives to reduce order failures, missed appointments, and inefficiencies.
Mitigate operational risks (e.g., driver absenteeism, stock theft/loss).
3. Scope of Authority
Can initiate hiring or replacement requests for admin or drivers.
Approves time-off or scheduling changes for fulfilment staff.
Has decision-making authority for day-to-day operational changes.
Escalates financial, legal, or reputational risks to the managing director.
4. Tools & Collaboration
Uses rain portal, internal dashboards, and other internal reporting tools.
Works cross-functionally with:
Warehouse/Logistics
Finance (for driver payments, stock procurement)
IT (for platform and dashboard support)
HR (for staffing and performance issues)
5. KPIs
SLA adherence (% of tickets completed daily, weekly, monthly, and quarterly)
Order deliveries completion rate
Client (rain) satisfaction rate
Driver/staff performance
Stock loss/reconciliation accuracy
6. Role Competency Requirements/Expectations
Relevant Sales, Marketing or Business qualification
2+ years experience in operations, logistics or account/project management
Excellent client communication and escalation handling
Strong data interpretation and reporting skills
Background in telecom, logistics, or tech fulfilment is a plus
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