Head of Delivery at ArtCaffe

Responsibilities

Core

• Provide input into the development of a delivery strategy and develop and implement a supporting operational strategy factoring in customer satisfaction
• Define, develop and communicate the Delivery operations processes and procedures with the help of the operations team.

Team

• Manage all direct reports that include: Delivery Operations Coordinator, E-commerce Coordinator and the Head of CSE
• Do daily check ins with all direct reports to make sure that they have all the necessary tools to carry out their JDs
• Oversee all branches with regard to all delivery communication and maintain a blast message for that purpose
• Calltronix: Liaise with the CT team on daily reporting

Partners

• Daily Liaison with partner AMs to make sure that everything is on track. Have discussions around performance, marketing, offers etc
• Communicate said targets to all relevant partners and teams and work alongside them every day in order to achieve these targets.
• Communicate all proposed promotions to partners and to store managers and make sure correct information is uploaded on the respective sites.
• Ensure the successful transition and operation of Services Contracts from all suppliers supporting delivery operations.
• Keep track of the YTD performance of all delivery partners

Marketing

• Work together with Marketing to come up with promotions relevant to the Artcaffe market and give suggestions and ideas for artwork, banners, photoshoots etc
• Work with marketing team for all promotional artworks for all offers running, new menu items for both internal ordering platforms and delivery partner platforms. Take note of all the sizing required

E-Commerce

• Oversee the E-Commerce coordinator to ensure that they are carrying out their day-to-day duties
• Work together with the Artcaffe Market team on the back end to make sure that the site is functioning properly, work on the look and feel of the new site and mine customer data for the purpose of tailored marketing.
• Make sure that the Artcaffe back-end processes are in line with the website developers and the POS providers for the Artcaffe Group.
• Work with Pesapal to make sure that the ordering platforms for all brands are up to date and the process is working. Especially with regard to STKS push and payment processing
• Communicate all menu changes and work with controls to get the POS codes to have these uploaded onto the websites in a timely manner
• Keep track of YTD performance of deliveries from all brands

Loyalty

• Manage the design and execution of our existing loyalty programme whilst looking for opportunities to strategically develop and grow.
• Deep dive into the customer database to glean insights that can be applied to drive the business. Develop customer strategies in order to improve customer data capture and optimize RFM, ATV and Customer Lifetime Value.

CRM

• Work with the Head of Customer Service to supervise the CRM Coordinator
• Provide sound consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues.
• Assist in the monthly reporting of CRM data to include all informative data

Operations & Finance

• Project future revenues and expenses, establish financial targets for outlets and the contact centre team and identify opportunities to minimize cost or increase sales/revenue with the help of the finance and controls department.
• Ensure operational efficiency through the development and implementation of sound operational, process, quality, standard and service optimization processes.
• Develop processes and approaches that enable a continuous improvement program.
• Provide accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
• Analyze the Delivery PnL and manage the cost centers clearly pointing them out

Logistics

• Oversee all third-party operations and hold monthly meetings with the provider to continuously monitor week on week performance making sure all targets are met
• Keep an eye on inter-branch logistics that involve transfer of products from one branch to another
• Keep track of daily logistics metrics in terms of delivery timings, spend vs deliveries