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. The Community Manager Lead manages a team of Community Managers to directly support Personal Shoppers, ensuring operational efficiency and the achievement of core business targets . The role is directly accountable for growing the monthly active shopper base, maximizing GMV, and improving month-on-month retention by ensuring the team effectively manages the Community Manager Dashboard, drives adoption of the Personal Shopper App, and utilizes internal AI personalization tools. This position reports to the Head of Personal Shopper Program Your responsibilities will include: 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. Output: 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. Qualification & Experience: 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 Attributes Required : Commercial & Metric Performance: Proven ability to manage a team against hard commercial targets, specifically Monthly Active Users, GMV growth, and Retention metrics. Digital Tool & Platform Ownership: Deep comfort with e-commerce environments; directly capable of mastering backend dashboards, adopting internal AI tools for personalization, and driving user engagement on Personal Shopper App. Team Management & Coaching: Experienced in leading, mentoring, and developing direct reports in a fast-paced, target-driven environment. Community Engagement & Escalation: Strong communication and relationship-bui…