Manager: Channel (Counters)

SUMMARY:
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POSITION INFO:

Manager: Channel (Counters) | Johannesburg | Permanent

Shape the future of last-mile logistics by building and optimising a high-impact counter network. This is a strategic, commercially driven role for a leader who thrives on performance, scale, and customer experience.

This role owns the full lifecycle of a national counter partner network, including recruitment, onboarding, commercial structuring, operational performance, and continuous optimisation. You will drive coverage, throughput, service quality, and contribution margins across retail, agent, and kiosk environments while ensuring strong governance, compliance, and seamless execution.

Working cross-functionally with Commercial, Operations, Finance, Legal, and Customer teams, you will design and execute a scalable channel strategy that balances growth with efficiency. Your ability to translate data into actionable insights will directly influence network expansion, cost-to-serve improvements, and customer experience outcomes.

The client is a well-established player in the courier and logistics sector, focused on innovation, operational excellence, and expanding access through strategic partnerships. They operate in a fast-paced, growth-oriented environment with a strong emphasis on performance and accountability.

What You’ll Do

• Develop and execute the counter channel strategy, including partner mix, coverage targets, and pricing models

• Identify, vet, and onboard high-quality partners aligned to operational and commercial objectives

• Negotiate and manage commercial agreements, including SLAs, commissions, and incentives

• Drive operational excellence through SOPs, performance frameworks, and compliance controls

• Monitor and improve KPIs such as transaction volumes, service levels, cost per transaction, and margin contribution

• Lead performance reviews, audits, and continuous improvement initiatives across the network

• Own customer experience at counters, reducing wait times and improving accuracy and satisfaction

• Build strong, trust-based relationships with partners and manage escalations effectively

• Enable partners through systems, tools, training, and integration support

• Leverage analytics and reporting to optimise network performance and inform strategic decisions

What You Bring

• Bachelor’s degree in Supply Chain, Logistics, Business, or a related field

• 5–7 years’ experience in logistics, last-mile, retail operations, or channel management

• Proven experience in partner/vendor management and commercial negotiations

• Strong understanding of cost-to-serve, pricing models, and margin management

• Experience with POS systems, scanning technology, and basic system integrations

• Knowledge of cash handling, reconciliation, and risk control practices

• Strong analytical, problem-solving, and decision-making capabilities

• Excellent stakeholder management and communication skills

• Valid driver’s licence and own vehicle

What Success Looks Like

• Increased network coverage and improved customer accessibility

• Strong margin growth and reduced cost-to-serve across the channel

• High-performing partner network with consistent SLA adherence

• Improved customer experience metrics, including reduced wait times and higher accuracy

• Effective partner relationships with high retention and engagement

• Scalable, compliant, and efficient operational frameworks in place

• Data-driven decision-making embedded across channel management