Digital Operations Lead
FMCG / Food & Bev /Agri ~ ICT ~ Retail
Sandton – Gauteng – South Africa
A senior strategic opportunity exists for an experienced Digital Operations Lead to optimise front- and back-of-operations processes across a multi-site, consumer-facing business. This role is responsible for driving digitisation initiatives that improve operational efficiency, digital tool adoption, and the overall customer experience at scale.
The role owns an operations-led digital roadmap, ensuring that digital solutions, SOPs and platforms are practical, embedded, and value-adding across sites. Working in close partnership with Digital & Technology teams, the role ensures seamless integration of operational tools while maintaining a strong focus on commercial and execution outcomes.
Essential Requirements:
- Bachelor’s degree in Business, Technology or related field
- 6–8 years’ experience in Digital Operations within QSR, Retail or FMCG
- Strong exposure to customer experience in high-volume, multi-site environments
- Experience with operational technology platforms, vendor management and SLA governance
- Strong stakeholder engagement, analytical and leadership capability
Key responsibilities include:
- Leading the digitisation of site-level operations, including SOPs, training, adoption and system uptime
- Partnering with Digital & Technology, engineering and operations teams to deliver scalable digital solutions
- Embedding customer journey considerations into the design and testing of digital initiatives
- Monitoring and optimising digital KPIs, including uptime, adoption, MTTR and ROI
- Driving data-led performance insights and continuous improvement
- Supporting site leadership with onboarding, training and operational enablement
- Leading change management to embed digital best practice
- Building and developing digital operations capability and team performance