Digital Operations Sr. Specialist

Role Purpose

The Fulfillment & Logistics Operations Manager is accountable for the efficiency and effectiveness of Vodafone’s nationwide fulfillment model. This role oversees the entire end-to-end fulfillment cycle, from product lead generation to delivery to customers’ doorsteps, ensuring seamless operations across all sales channels. The role is responsible for optimizing the delivery model, driving customer experience improvements, managing fulfillment partners, and maintaining high performance metrics across all logistics and operations.

Job Profile

Fulfillment Model Design & Implementation
•    Define and set the fulfillment model to deliver a unified and excellent customer experience across all sales channels: Digital Sales, TeleSales, Enterprise Sales, and Internet Resellers.
•    Manage approximately +9.4K shipments monthly (112K annually), ensuring smooth operations for over +1.8 billion in revenue annually.
Operations & Team Management
•    Oversee delivery coordinators and runners across regional divisions.
•    Reconcile bank deposits (cash & credit card) with actual sales transactions.
•    Conduct team performance analysis and identify operational improvements.
•    Lead warehouse employees and ensure inventory and logistics operations are managed efficiently.
•    Ensure business continuity by managing leave, training days, and team absences.
•    Develop best practices and SOPs for fulfillment operations.
•    Set KPIs for runners and coordinators, monitor performance, and provide feedback.
•    Address customer complaints directly with runners, ensuring problem resolution and customer satisfaction.
•    Improve customer experience by digitizing and automating the fulfillment cycle.
Stakeholder Management
•    Collaborate with key stakeholders across various departments, including:
o    Enterprise Sales
o    Digital Marketing
o    Segments
o    Finance
o    Customer Value Management (CVM)
Vendor Management
•    Manage relationships with fulfillment vendors and couriers, ensuring last-mile delivery is handled efficiently.
•    Establish and track vendor KPIs to ensure high performance and manage penalties as per contracts.
•    Negotiate vendor agreements to secure the best pricing and terms.
Continuous Improvement & Innovation
•    Work with various sales channels to enhance delivery experience and introduce new products.
•    Analyze policies and processes to identify areas for operational improvements and implement new business trends or technology to improve fulfillment rates and efficiency.
 

Competencies and Qualifications

•    Proven experience in logistics, fulfillment operations, or supply chain management, with a track record of leading teams and managing fulfillment processes at scale.
•    Experience in vendor management and negotiating service agreements.
•    Strong analytical skills with the ability to assess operational data and implement continuous improvements.
•    Excellent communication and stakeholder management skills.
•    Ability to handle customer complaints and resolve issues efficiently to ensure customer satisfaction.
•    Knowledge of digitalization trends and technology applications in fulfillment operations.
Skills & Competencies
•    Leadership and team management.
•    Vendor management and relationship building.
•    Data analysis and reporting.
•    Inventory management and warehouse logistics.
•    Strong problem-solving skills.
•    Customer-centric mindset and ability to drive service excellence.
•    Ability to thrive in a fast-paced, dynamic environment.
 

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.