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Key Account Manager at takealot.com
takealot.com
September 25, 2026
Full-time
On-site
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
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