Community Manager Lead
Community Manager Lead
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Salary Not Disclosed
1 Vacancy
Job Description
a leading South African online retailer is looking for a highly talented Community Manager Lead to join our team in Cape Town.
The Senior Community Manager leads a team of Community Managers while directly supporting Personal Shoppers ensuring excellent community engagement smooth operations and achievement of key program goals.
The position reports to the Head of Personal Shopper Program.
Responsibilities:
- 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 Managerguiding 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.
Skills Knowledge & Attributes required:
- 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
Qualifications
- Bachelors 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
The Environment:
- employees are entrepreneurial and dynamic smart customer-centric fun and have the shared ambition of 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 its all in the execution after all.
- We love what we do and what we are creating.
We seek to Employ anExtra Ordinary Mindwho:
- 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)
- ispassionate about the potential of e-commerceand delivering aworld-class customer experience
- isentrepreneurialthrives under changeand accepts it is a constant and alwayslooks for solutionsto 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
- thinks like an ownerof the business
- isSMART has INTEGRITYandis HARD WORKING
If you meet the above you are anExtraordinary Mind so come and join us!
Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities to apply.
Required Experience:
IC
Employment Type
Full Time
