Tiptop Market — Operations Plan
Year 1 staff costs (including UIF, SDL, COIDA, medical aid co-contributions): R52 million. An Employee Share Option Plan (ESOP) of 10% fully diluted equity vesting over four years with a one-year cliff will be offered to key talent.
Section 8 · Business Plan
Operations Plan
Year 1 staff costs (including UIF, SDL, COIDA, medical aid co-contributions): R52 million. An Employee Share Option Plan (ESOP) of 10% fully diluted equity vesting over four years with a one-year cliff will be offered to key talent.
8.1 Staffing Plan
| Department | Year 1 | Year 2 | Year 3 | Year 4 | Year 5 | Avg Cost/Head |
|---|---|---|---|---|---|---|
| Technology & Product | 25 | 35 | 50 | 65 | 80 | R55K/month |
| Commercial & Sellers | 10 | 18 | 30 | 45 | 60 | R40K/month |
| Operations & Logistics | 20 | 35 | 55 | 80 | 120 | R25K/month |
| Marketing & Growth | 8 | 12 | 18 | 25 | 35 | R45K/month |
| Finance & Corporate | 12 | 15 | 20 | 25 | 30 | R50K/month |
| Customer Service | 0 | 10 | 25 | 40 | 60 | R18K/month |
| Total Headcount | 75 | 125 | 198 | 280 | 385 | — |
Year 1 staff costs (including UIF, SDL, COIDA, medical aid co-contributions): R52 million. An Employee Share Option Plan (ESOP) of 10% fully diluted equity vesting over four years with a one-year cliff will be offered to key talent.
8.2 Customer Service
Multi-channel support: AI-assisted live chat, email (4-hour SLA), telephone for high-value queries, and a self-service help centre. Target NPS of 50+ and first-contact resolution of 80%+.
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