Community Manager Lead

About the role

takealot.com, South Africa's leading online retailer, is seeking a Community Manager Lead to head the Community Manager team within its Personal Shopper Program. The role focuses on driving active shopper growth, app adoption, and gross merchandise value while ensuring high retention of top performers.

Key responsibilities

• Lead, coach, and evaluate a team of Community Managers, conducting bi‑weekly KPI reviews.
• Increase monthly active Personal Shopper numbers and boost Personal Shopper App engagement.
• Own the Community Manager Dashboard, ensuring accurate data feeds and leveraging internal AI tools to personalize shopper interactions.
• Monitor month‑on‑month retention, resolve escalations, and develop high‑performing shoppers.
• Collect user insights and app usage data to recommend enhancements to program processes, training, and digital tools.

Required profile

• Bachelor’s degree in business, communications, marketing or a related field, or equivalent experience.
• Minimum 3 years of experience in community management, customer engagement, sales team leadership, or a similar role.
• Proven ability to manage and develop teams in a fast‑paced environment.
• Experience in e‑commerce, digital platforms, or supporting small businesses.

Required skills