Front End Coach

“We encourage people with disabilities to apply.”

Summary:

The Front End Coach is responsible for leading and developing a team of Front End, Digital, Customer Service, and People Team Leads. This role ensures exceptional customer experience, operational efficiency, and leadership excellence across digital and store service channels. The coach plays a critical role in integrating digital technologies, labour planning, team engagement, and compliance while upholding Company’s values..

FUNCTIONS / RESPONSIBILITIES:

Business Performance

• Monitor Departments’ KPIs including shrink, waste, sales, profit and costs.
• Use reporting tools to make data-driven decisions and implement corrective actions.
• Support promotional execution and seasonal planning strategies.

Team Leadership & Development

• Coach and develop Team Leads to drive performance and associate engagement.
• Promote a culture of continuous improvement, compliance, and high standards.
• Coach and develop Team Leads and associates to drive productivity, engagement, and leadership readiness.
• Set goals, conduct performance reviews, career and development conversations, and talent reviews.
• Promote a culture of respect, integrity, service and excellence across all departments.
• Align Team Leads on operational execution and customer service expectations.

Execution of Checkout, Customer Service, and e-Commerce Fulfilment

• Guide Team Leads in managing traditional cash registers, self-checkout, the customer service desk, and return processes.
• Support Team Leads in executing order pick, pack, and stage functions aligned with service level targets and accuracy.
• Ensure Team Leads utilize technology tools and workflows to streamline digital operations for delivery and customer pickup.
• Support inventory flow, shrink reduction, and on-shelf availability for both in-store and online orders.
• Ensure accurate fulfillment of e-commerce fresh orders including substitutions and packaging

Safety Protocols, Cash Handling, and Food Safety Compliance

• Ensure Team Leads enforce associate adherence to safety protocols, conduct safety walks, and maintain hazard awareness for cash drop offs.
• Provide oversight and accountability for cash handling procedures, including till audits and end-of-day cashing-up protocols.
• Support Team Leads in upholding food safety standards in staging and receiving areas, especially for temperature-sensitive goods.
• Conduct compliance checks and coach Team Leads on risk mitigation, compliance adherence and audit readiness.
• Enforce operational policies and procedures related to customer service, checkout, and returns.
• Partner with Asset Protection on loss prevention and safety standards.
• Promote a zero-accident, safety culture through adherence to equipment handling and cash drop offs protocols.

Labor Planning & Payroll Oversight

• Guide fellow Coaches and Team Leads to partner with People Lead to ensure accurate scheduling and ensuring appropriate labour coverage across all store departments.
• Review and approve payroll inputs from People Lead to ensure accuracy and compliance.
• Optimize labor based on demand trends including digital and in-store fulfillment.
• Collaborate with fellow Coaches and store leadership on operational execution, business priorities and labour cost optimisation.

Digital Operations Enablement

• Oversee the implementation and adoption of digital tools and self-service technologies.
• Train Team Leads on digital systems and ensure operational uptime.
• Lead innovation initiatives that enhance the customer and associate digital experience.

Customer Experience & Omnichannel excellence

• Drive a consistent and positive customer experience across checkouts, customer service desks, and digital channels.
• Resolve escalated customer issues and coach Team Leads in service recovery strategies.
• Monitor customer feedback and implement service improvements.

Leadership Expectations:

Respect for the Individual

• Embraces differences in people, cultures, ideas, and experiences; creates a workplace where associates feel seen, supported and connected through culture of belonging; creates equitable opportunities for associates to thrive and perform; helps to attract the best, diverse talent.
• Works as a team; builds strong and trusting relationships; communicates with impact, energy, and positivity to motivate and influence.
• Strengthens the team by helping, developing and mentoring others; recognizes others’ contributions and accomplishments.

Act with Integrity

• Maintains and promotes the highest standards of integrity, ethics and compliance, models the Company values to support and foster our culture; holds oneself and others accountable; supports Company’s goal of becoming a regenerative company by making a positive impact for associates, customers, members, and the world around us.
• Acts in a selfless manner and is consistently humble, self-aware, honest, fair, and transparent.

Service to the Customer/Member

• Delivers results while putting the customer first.
• Makes decisions based on reliable information; balances short- and long-term priorities; and considers how own work impacts the team’s ability to deliver on our purpose for stakeholders.

Strive for Excellence

• Displays curiosity and a desire to learn; takes calculated risks; and demonstrates courage and resilience.
• Drives continuous improvements; is open to and uses new technologies and skills; and supports others through change.

Requirements:

Minimum Academic, Professional Qualifications and Experience required for this position

• Matric.
• Relevant tertiary Degree in Business Management or Commerce qualification advantageous

Competencies and Skills

Experience:

• 2+ years of leading teams in retail operations
• 2+ years’ experience in front-end, digital operations, and workforce management systems/tools
• Experience with customer service, scheduling, and compliance practices
• Experience managing P&L and the ability to analyze data and implement process improvements
• Excellent communication and conflict resolution skills
• Strong coaching and development of teams, leadership, and communication skills

Ability to multitask in a fast-paced, customer-first environment

Competencies & Skills

• Front End, Customer Service & Digital Operations Oversight
• Cash Handling & Compliance Management
• E-commerce fulfilment accuracy and timeliness
• Conflict Resolution & Service Recovery
• Leadership Development
• Omnichannel Customer Experience
• Labor Planning & Payroll Accuracy
• Digital and Self-Service Enablement
• Compliance & Risk Oversight
• Culture, Recognition & Performance Coaching

Compliance:

• The position requires trust and honesty and that entails the handling of company and customer goods, which includes but is not limited to, the handling, administering, processing and distribution of the Company’s monetary resources such as its stock in trade or merchandise.

Success Metrics:

• Increased customer satisfaction (NPS/CSAT)
• Reduced associate turnover and improved engagement
• Accurate labor utilization and payroll inputs
• Adoption of digital tools and enhanced self-checkout performance
• Compliance scores and audit results

Working Conditions:

• Fast-paced retail environment with a focus on customer service and experience.
• Fast-paced retail environment requiring multitasking and adaptability
• On-site role with frequent floor walks
• Work schedule include early mornings, evenings, weekends, and seasonal holidays.

Competency Review Tool:

• Evaluation is based on the Front End Coach Competency Framework using a 4-point scale for each core competency.
• Assessment includes observation, audits, team feedback, and customer service results.

Development Opportunities:

• Front End Coach can grow into Store Manager, Risk and Governance Manager or Asset Protection or broader leadership roles within Massmart

“Employment Equity Policy Requirements may be applicable”

At Massmart, we are committed to fostering a workplace culture where everyone feels valued, respected, and a true sense of belonging. We believe that every employee deserves a safe environment—free from discrimination, harassment, and inappropriate behaviour—where they can thrive and perform at their best.

Our policies promote equal opportunity and a culture of accountability. If you ever feel unsafe or witness behaviours that do not align with Massmart’s values, we encourage you to speak up.

Email: [email protected]

Phone: 0800 20 32 46

Your voice matters, and we are here to support you

Massmart is an equal opportunity employer and encourages all people including people with disabilities to apply for the role. Due to the volume of applications we receive, should you not hear from us within 14 days of your application, kindly consider your application unsuccessful.

"Please note that only the following information is required in your CV:

Contact details (email and contact number); Full name; Date of birth; Race; Gender; Disability status; Location (Current city/town of residence); Qualifications and training; Work experience; Memberships (if any); Personal and technical skills, including computer literacy."

Note that by responding to this application and providing your personal information, you confirm your express and informed consent for Massmart Holdings Limited and all its subsidiaries and all affiliated companies (“Massmart”), to process your personal information in order for Massmart to consider your application for this position. All Personal Information that you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. To read more about our privacy policy and how we process your information, please visit https://www.massmart.co.za/privacy-policy