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.