Business and Operations Manager at Serava Holdings

Job Summary

The Business and Operations Manager will oversee and optimise the operational, commercial, and strategic functions of Jozafrique’s e-commerce marketplace. The role will ensure efficient product acquisition, vendor onboarding, marketplace management, logistics coordination, customer experience excellence, and commercial performance growth. The ideal candidate will translate strategic plans into operational execution, ensure seamless day-to-day operations, and support the scaling of Jozafrique’s brand and retail footprint across target markets. 
jozafrique

Key Responsibilities

Operational Leadership

• Lead and manage end-to-end marketplace operations to ensure efficient product listing, inventory flow, order fulfilment, delivery and returns management.
• Establish and refine operational processes, SOPs and performance standards to support rapid growth and scalability.
• Coordinate with logistics partners and internal teams to guarantee accurate, timely and cost-effective fulfilment.

Vendor & Supplier Management

• Recruit, onboard, and manage relationships with African designers, artisan vendors, beauty brands, and lifestyle product partners.
• Define service-level agreements (SLAs), pricing structures, compliance requirements and performance benchmarks.
• Monitor vendor performance and address gaps to maintain product quality and customer satisfaction.

Commercial Performance

• Drive commercial strategy execution, including target setting, sales performance analysis, margin optimisation and product mix decisions.
• Analyse marketplace data and KPIs to inform pricing, promotions, stock assortment and new product introductions.
• Collaborate with marketing to align operational capacity with campaigns, influencer partnerships and seasonal promotions.

Marketplace Experience & Customer Focus

• Oversee customer service standards to ensure excellent buyer experiences, rapid response to enquiries and resolution of escalations.
• Develop mechanisms for collecting and acting on customer feedback to improve product offerings and service delivery.
• Ensure compliance with online marketplace standards, consumer protection regulations and industry best practices.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, Retail Management, E-commerce or related field.
• Minimum 5–8 years of relevant experience in operations leadership, e-commerce, retail or marketplace platforms.
• Demonstrable experience managing multi-stakeholder vendor ecosystems and customer-facing services.
• Strong analytical, process optimisation and project management skills.
• Prior experience with fashion, lifestyle, beauty and consumer product operations is highly desirable.