Introduction

A leading retail organisation is seeking an experienced Change Manager to drive the successful implementation and adoption of online fulfilment initiatives across its national store network.

This is a highly operational and stakeholder-focused role, responsible for ensuring that stores and fulfilment teams are fully prepared for changes to systems, processes and ways of working. The successful candidate will act as the key link between Store Operations, Selling Operations and the broader Programme team, ensuring that change is effectively communicated, embedded and sustained.

The ideal candidate will have strong retail change management experience, excellent stakeholder engagement skills and a solid understanding of eCommerce and online fulfilment environments. This role will suit someone who is equally comfortable developing a change strategy and being hands-on in stores to drive adoption and resolve implementation challenges.

Description

The Change Manager will be responsible for driving the successful implementation of online fulfilment initiatives within the retail store environment.

The role will ensure that new systems, processes and ways of working are effectively introduced, adopted and sustained across stores. Working across operational and programme teams, the Change Manager will lead change management, stakeholder engagement, readiness and adoption activities to support a seamless experience for both customers and employees.

1. Retail Change Management - In-Store Focus

• Develop and execute comprehensive change management plans for new online fulfilment initiatives.
• Partner with key stakeholders to ensure stores and fulfilment teams are fully prepared for implementation.
• Assess and coordinate readiness across people, processes, systems and communications.
• Support the design and deployment of training, ensuring content is relevant and practical for retail and online fulfilment colleagues.
• Identify risks, barriers and resistance to adoption and implement appropriate interventions.
• Drive compliance, adoption and long-term sustainability of new processes and ways of working.
• Provide hands-on support to stores during implementation and transition periods.

2. Stakeholder Engagement

• Act as a key point of contact for store managers and operational stakeholders throughout fulfilment change initiatives.
• Build strong relationships across Store Operations, Selling Operations and Programme teams.
• Facilitate effective feedback loops between stores and central programme teams.
• Translate programme objectives and changes into clear, practical messages for frontline teams.
• Communicate across multiple channels to build awareness, understanding, buy-in and confidence.
• Proactively identify stakeholder concerns and ensure these are addressed throughout the change journey.

3. Continuous Improvement & Benefits Realisation

• Monitor and report on adoption, implementation progress and benefits delivered by online fulfilment initiatives.
• Use operational and fulfilment data to assess the impact of change.
• Work with data and insight teams to evaluate improvements in areas such as sales, customer experience and operational efficiency.
• Identify opportunities for continuous improvement based on store feedback, performance data and lessons learned.
• Identify successful practices and support their rollout across the national store network.
• Track key measures and provide insights to programme and operational leadership.

Education Profile

Desired Experience & Qualification

Key Skills & Competencies

The successful candidate will demonstrate:

• Strong understanding of retail operations and online fulfilment models.
• Proven experience in change management and organisational transformation.
• Excellent stakeholder management, influencing and communication skills.
• Strong analytical and problem-solving capabilities, with the ability to interpret operational and fulfilment data.
• Ability to translate strategic objectives into practical, hands-on implementation activities.
• Strong project management capability, including managing timelines, risks, dependencies and deliverables.
• Ability to operate effectively in a fast-paced, complex and highly collaborative environment.
• A collaborative leadership style with the ability to influence stakeholders across different functions and organisational levels.
• Strong facilitation, training and communication skills.
• Willingness and ability to travel nationally and work directly with stores and frontline teams.

Qualifications & Experience

Essential / Preferred

• 5+ years' experience in change management, retail transformation or a closely related discipline.
• Previous experience managing cross-functional retail change projects.
• Strong understanding of retail store operations.
• Experience working across multiple stakeholders and business functions.
• Degree in Business, Supply Chain, Operations Management or a related field is preferred.
• Experience within eCommerce or online fulfilment would be advantageous.
• Change Management or Project Management certification would be desirable.

Ideal Candidate Profile

The ideal candidate is a hands-on, commercially aware Change Manager who understands that successful transformation in a retail environment depends on more than simply implementing a new system or process.

You will be comfortable engaging with senior stakeholders while also spending time in stores, understanding frontline challenges and ensuring that changes work in practice. You will be able to balance strategic change planning with practical delivery, use data to measure adoption and benefits, and build strong relationships that enable sustainable change.

Experience in retail transformation, eCommerce, online fulfilment, store operations or large-scale operational change will be highly advantageous.

Contract Overview

This is a 12-month contract opportunity.

The role is based at Head Office and requires national travel to stores and business divisions, making it particularly suited to a Change Manager who enjoys working directly with operational teams and seeing transformation implemented on the ground.

Application Instructions

Please forward your CV to jeri.c@myfuturecareer.co.za. Should you not be contacted within 2 weeks, kindly consider your application unsuccessful.

Contact Details