About the position
New role. Pet industry experience is a non-negotiable requirement. Please do not apply if you do not have this. The ability to converse fluently in Afrikaans is another critical requirement. The role reports to the Managing Director of the pet division and has a growing number of direct reports (Regional Managers).
The National Operations Manager will be responsible for the strategic and operational leadership of the Group's growing pet retail division. This is a senior operational role with full accountability for the day-to-day performance and long-term growth of the pet division stores across South Africa. The role focuses on project management, go-to-market execution, retail operations excellence, and building a scalable national footprint.
The role will be pivotal in developing, leading, and scaling the national operations team, while supporting marketing, merchandising, and e-commerce through strategic collaboration.
Responsibilities:
- Full accountability for national retail operations of the pet division, including in-store execution, standards, and customer experience
- Lead, guide, and develop national store managers, independent retailers and build high-performing regional operational teams as the brand scales
- Drive and coordinate key strategic projects and new store rollouts and independent pet store conversions, ensuring operational readiness and alignment with overall pet division objectives
- Collaborate closely with marketing, category management, and e-commerce functions to support the go-to-market strategy
- Build and maintain strong relationships with pet division retailers, some of which will be existing Group owners, ensuring buy-in and alignment with the pet division franchise model, standards and business principles
- Provide training, coaching, and support to store teams to ensure operational excellence
- Represent the brand in presentations, roadshows, and public engagements - strong public speaking ability is essential
- Work closely with merchandising teams to align store operations with category management principles
- Serve as a key voice in the strategic direction of the brand and input into the evolving business model
- Responsibility for New Business and coordination and vetting of franchise and credit applications
- Participate and coordinate in developing SOP's and maintaining an updated specifications manual
- Supervise store design and implementation with current DC and third-party resources
- Keep abreast of the latest pet retail trends and competitive activity
- Travel extensively across the country to support stores, projects, and key retail stakeholders
Requirements:
- A business-related qualification, Bachelor of Commerce or Business Science
- 5 years of retail operations experience, preferably as a Regional Operations Manager or Senior Retail Operations Manager
- Experience in the pet industry is non-negotiable
- Working knowledge of category management principles and processes
- Demonstrated project management and coordination experience, with a strong track record of delivering complex, multi-site initiatives
- Exposure to marketing and e-commerce environments is beneficial, must be able to collaborate with these functions but will not manage them directly
- A true pet lover - a genuine passion for animals is highly advantageous
Desired Skills:
- Pet retail
- Afrikaans
- FMCG
- Retail operations
- Merchandise teams
- Category management
- Petfood
- Regional operations management
- Ecommerce
- Franchise operations
Desired Work Experience:
Desired Qualification Level:
Employer & Job Benefits:
- Medical Aid
- Provident Fund
