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Product Lead (Group Customer Experience)
takealot.comCape Town, ZA4 days ago
Job descriptionDefine a compelling long-term product vision (3–5 years) and strategy for your product area, with a focus on transforming customer service across the Takealot Group (takealot.com, Mr D, Takealot Fulfilment Services). This includes developing customer self-service capabilities, enhancing customer engagement platforms (e.g., chatbots, Help centres, customer communications), and optimising our customer service support portals. Ensure alignment between business goals and customer needs while driving the end-to-end digital experience through innovation, differentiation, and the smart application of emerging technologies. Own and maintain an actionable product roadmap that effectively prioritises features and strategic initiatives aimed at minimising customer inquiries and delivering exceptional customer service and support. Lead the full product development lifecycle - from problem framing and opportunity sizing to solution design and execution. Collaborate with cross-functional teams to run discovery, define requirements, drive delivery, support experimentation and user testing, and ensure high-quality outcomes. Serve as the thought leader and champion of the digital customer experience. Represent your product vision to internal stakeholders and senior leadership, and ensure alignment across the Takealot Group, working toward a shared experience goal. Drive alignment and collaboration across disciplines, including engineering, design, analytics, marketing, and other areas. Influence related product roadmaps to ensure coherence, scalability, and a seamless experience for our customers across all domains. Leverage data and experimentation to continuously improve the product. Analyse performance, test hypotheses, monitor key metrics, and use customer insights to identify and deliver impactful optimisations. Bachelor’s Degree or Advanced Diploma in a related field with at least 7 years of software product management experience or exposure (through projects or responsibilities) If the degree / diploma qualification requirement isn’t met, at least 10 years of software product management experience or exposure (through projects or responsibilities) Demonstrable experience working across functional teams and executive stakeholders Demonstrable domain experience in e-commerce / online retail and customer service support software Experience owning technology products (i.e, not just operational experience) Experience in influencing senior leadership through data-driven insights Administrative / Management jobs
Job title : Product Lead (Group Customer Experience)
Job Location : Western Cape, Cape Town
Deadline : October 25, 2025
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Product Lead Group Customer Experience • Cape Town, ZA
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