Community & Account Manager Lead

• Lead and manage the Community Manager team, setting clear performance expectations and providing coaching, mentorship, and support.
• Actively support Personal Shoppers by serving as a hands-on Community Manager-guiding onboarding, addressing queries, and resolving escalations.
• Facilitate and monitor the achievement of key targets, such as Personal Shopper acquisition, onboarding efficiency, and first-shop rates.
• Ensure consistent, high-quality community engagement by fostering trust and communication between Personal Shoppers, Community Managers, and program leadership.
• Oversee commercial activities post-onboarding, ensuring Personal Shoppers are empowered to drive sales and grow their businesses.
• Implement and uphold Core Values and professional conduct standards across the team.
• Gather feedback and insights from the community to recommend improvements to program processes, training, and support materials.
• Design and deliver team training sessions and best practice sharing to drive professional development.
• Analyze team metrics and KPIs, run bi-weekly check-ins, and report results to the Head of Venture.
• Represent the Community Manager team in cross-functional meetings, contributing operational insights for program development and execution.

• Leadership & Team Management: Strong ability to lead, support, coach, and inspire a team towards high performance.
• Community Engagement: Expertise in building trust and relationships with diverse stakeholders, especially in underserved markets.
• Onboarding & Training: Experience in designing and delivering onboarding processes, coaching, and growing team members and community participants.
• Commercial Acumen: Understanding of sales processes, small business or entrepreneurial environments, and e-commerce dynamics.
• Problem Solving & Escalation Management: Skilled in addressing challenges, finding solutions, and resolving disputes or escalations quickly and professionally.
• Communication: Excellent written and verbal communication skills; able to tailor messages to different audiences (from Personal Shoppers to program leadership).
• Analytical & Reporting: Ability to analyze KPIs, survey data, and team metrics to drive decisions and improve performance.
• Process Improvement: Aptitude for continuously refining processes, championing best practices, and implementing feedback from the field.
• Digital Literacy: Comfortable with e-commerce platforms, digital tools, and remote collaboration technologies.
• Cultural Competence & Empathy: Sensitivity to local contexts, inclusivity, and strong interpersonal skills to support community members of varying

• 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 onboarding, 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
• Background in customer service is advantageous

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, it's all in the execution after all.
• We love what we do and what we are creating.

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours)
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

Takealot