Community Manager Lead

takealot.com, South Africa's leading online retailer, is looking for a highly talented Community Manager Lead to join our Personal Shopper Program in Cape Town.

This position reports to the Head of Personal Shopper Program

• →Team Leadership: Manage and coach the Community Manager team, setting clear performance expectations and running bi-weekly KPI check-ins.
• →Active Base & App Adoption: Drive engagement and widespread adoption of the Personal Shopper App to grow and maintain the monthly active shopper base.
• →GMV & Dashboard Management: Own the Community Manager Dashboard, ensuring the team feeds it effectively to update the app while leveraging internal AI tools to scale personalized engagement and maximize shopper GMV.
• →Retention & High-Performer Development: Monitor month-on-month retention, resolve community escalations, and empower high-performing shoppers to scale their businesses.
• →Feedback & Product Evolution: Gather insights and app usage data to recommend continuous improvements for program processes, training materials, and internal digital tools.

Core Commercial & Performance Metrics:

• Active Base Growth: Monthly active Personal Shopper tracking and app adoption/engagement rates.
• GMV & Commercial Performance: Gross Merchandise Value (GMV) dashboards tracking sales performance and the impact of internal AI-driven personalization tools.
• Retention & High-Performer Development: Month-on-month retention analytics, cohort tracking, and growth plans specifically designed to scale and retain high-performing Personal Shoppers.

Team Management & Tool Operations:

• Team Performance & Coaching: Quarterly performance reviews, mentorship roadmaps, and skills tracking for direct reports.
• Dashboard & Content Quality Logs: Audit tracking to ensure the Community Manager Dashboard is consistently being fed with accurate, high-quality content to power the Personal Shopper App.
• Feedback Loops & Process Optimizations: Aggregated community insights and operational updates for program leadership to continuously improve app features, internal AI tools, and training materials.

• Bachelor’s degree in business, communications, marketing, or a related field (or equivalent practical experience).
• 3+ years’ experience in community management, customer engagement, sales team leadership, or a related field
• Proven track record managing and developing teams in a fast-paced environment
• Experience working in e-commerce, digital platforms, or supporting small business entrepreneurship is highly desirable
• Demonstrated success with training and performance management
• Strong understanding of underserved markets and building trust with diverse communities
• Familiarity with analyzing KPIs and using data to inform decision-making
• Experience implementing feedback loops, reporting, and process improvement