Change Manager – Retail Online Filfullment

Change Manager - Online Fulfilment | Contract | 12 Months | Cape Town

A leading South African retailer is rolling out a series of online fulfilment initiatives across its store network and needs an experienced Change Manager to drive adoption from the ground up. This role sits at the intersection of stores, selling operations, and the central programme team - ensuring that new systems, processes, and ways of working land properly, stick, and deliver measurable results.

This is a retail-facing change role. You'll be on the ground with store managers and fulfilment teams as much as you'll be in the room with programme leadership. Due to the high volume of applications expected, candidates who have not received feedback within two weeks of applying should consider their application unsuccessful.

• Retail Change Management:
  Develop and execute change management plans for new online fulfilment initiatives in stores, in collaboration with key stakeholders.
• Ensure stores and fulfilment teams are fully prepared across people, process, systems, and communications before go-live.
• Support training design and deployment, ensuring materials are tailored for retail and online fulfilment colleagues.
• Identify risks and barriers to adoption and implement targeted interventions to drive compliance and sustainability.
• Stakeholder Engagement:
  Act as the primary point of contact for store managers and operational stakeholders on fulfilment change projects.
• Facilitate feedback loops between retail teams and the central programme.
• Communicate across multiple channels to build awareness, buy‑in, and confidence in change at store level.
• Continuous Improvement and Benefits Realisation:
  Track and report on adoption, performance, and benefits delivered by online fulfilment initiatives.
• Work with data and insight teams to evaluate impact on sales, customer satisfaction, and operational efficiency.
• Identify best practices and support their scaling across the national store network.

• Proven change management experience in a retail environment - in‑store operational change is essential.
• Strong stakeholder management across both store‑level and senior programme stakeholders.
• Experience supporting training design and deployment for frontline retail teams.
• Comfortable working in a fast‑paced, multi‑site environment with national travel requirements.
• Structured approach to adoption tracking, reporting, and benefits realisation.

• Duration: 12 months (1 October 2026 - 30 September 2027)
• Location:
  
  Head Office, Cape Town, with national travel to stores and divisions
• Rate: R550 per hour