Retail Operations Support Specialist

The Retail Operations Support Specialist acts as the first line of support for store operations, ensuring fast, accurate resolution of operational issues across pricing, promotions, operations, and master data in line with defined SLAs.

Essential:

Diploma or degree in Retail, Commerce, or related field or 3–5 years’ experience in retail operations, master data, pricing or support roles.

Experience working with store and head office systems and operational processes.

2–4 years of experience using SAP or equivalent systems

Strategy and value delivery

Receive, assess, and resolve store-level operational queries across pricing, promotions, replenishment, labels, and system issues.

Ensure accurate and timely resolution of issues to minimise disruption to store operations.

Support smooth functioning of store processes by ensuring operational “engine” runs without friction.

Identify recurring issues and provide feedback to improve processes and systems.

Effectively prioritise and triage issues, driving resolution to completion.

Leadership and collaboration

Engage directly with store teams to understand and resolve operational issues.

Collaborate with internal support teams (pricing, inventory, IT, compliance) to resolve queries.

Escalate complex or unresolved issues to Escalation Analysts.

Communicate clearly and effectively with store teams on issue status and resolution.

Service level excellence to stores and operations teams.

Governance and risk

Ensure all issues are logged, tracked, and resolved in line with SLA requirements.

Maintain accuracy and completeness of issue tracking and reporting.

Follow escalation protocols for high-risk or unresolved issues.

Ensure adherence to operational processes, system rules, and governance standards

Issue resolution turnaround time.

SLA adherence.

First-time resolution rate.

Volume of issues handled.

Store satisfaction and feedback