Product Lead (Group Customer Experience)

takealot.com; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading South African online retailer is seeking a Product Lead to enhance customer experiences across their platforms. The role involves defining product vision, leading cross-functional teams, and using data to improve services. Candidates should have extensive product management experience and a strong understanding of e-commerce. This position offers a hybrid work model and opportunities for personal growth.

Benefits

Market-related total remuneration package

Remote working flexibility

Access to courses and learning resources

Staff discount on products

Birthday leave

Qualifications

• 7+ years of software product management experience or 10+ years without degree.
• Experience working with executive stakeholders.
• Domain experience in e-commerce and customer service software.

Responsibilities

• Define long-term product vision and strategy for transforming customer service.
• Own and maintain an actionable product roadmap.
• Lead the full product development lifecycle.

Skills

Customer empathy

Analytical depth

Strategic thinking

Cross-functional collaboration

Data analysis

Education

Bachelor’s Degree or Advanced Diploma

Job description

Overview

Cape Town

Takealot.com, a leading South African online retailer, is looking for a highly talented Product Lead to join our team in South Africa. This is a high-impact, high-ownership role for a product leader with strong customer empathy, analytical depth, and strategic thinking. You bring a product mindset—obsessed with solving the right problems, testing and learning quickly, and scaling what works. You lead with influence, foster a culture of collaboration and accountability, and are motivated by delivering value at scale. If you’re excited to shape the future of digital commerce and our customer experiences, this is the opportunity to do it.

Think you’ve been challenged before? Think again!

• Scale: Over 6 million happy shoppers shop online on takealot.com and Mr D. Show them what you can do.
• Learn: We work with the best of the best, and then some. Code alongside industry leaders and upskill quickly.
• Grow: Expand your career in the fast-growing Takealot Group: takealot.com and Mr D. We promote from within.

Responsibilities

• Define a compelling long-term product vision (3–5 years) and strategy for your product area, focusing on transforming customer service across the Takealot Group (takealot.com, Mr D, Takealot Fulfilment Services). Develop customer self-service capabilities, enhance customer engagement platforms (e.g., chatbots, Help centres, customer communications), and optimise customer service support portals. Ensure alignment between business goals and customer needs while driving the end-to-end digital experience through innovation and emerging technologies.
• Own and maintain an actionable product roadmap that prioritises features and strategic initiatives to minimise customer inquiries and deliver exceptional 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, representing the product vision to internal stakeholders and senior leadership, and aligning across the Takealot Group.
• Drive alignment and collaboration across disciplines including engineering, design, analytics, marketing, and other areas to ensure coherent roadmaps and a seamless customer experience across domains.
• Leverage data and experimentation to continuously improve the product. Analyse performance, test hypotheses, monitor metrics, and use customer insights to identify and deliver optimisations.

Qualifications and experience

• Bachelor’s Degree or Advanced Diploma in a related field with at least 7 years of software product management experience or an equivalent level of responsibility; or at least 10 years of software product management experience if the degree requirement is not met.
• Demonstrable experience working across functional teams and with executive stakeholders
• Domain experience in e-commerce/online retail and customer service software
• Experience owning technology products (beyond operational roles)
• Experience influencing senior leadership through data-driven insights

Life at Takealot Group

• The power is in your hands: We offer a market-related total remuneration package with flexibility.
• No doors: We favour collaborative environments over stuffy offices.
• Remote working: Hybrid model available for the best of both worlds.
• Mentorship programme: Learn from experienced leaders and grow.
• Naspers Tech Community & Online Learning: Access to courses and learning resources.
• Good times: Regular social events and team activities.
• Staff discount on millions of products across 28 departments.
• Birthday leave and other benefits to support well-being.
• Right tools, right job: Access to modern tech and equipment.
• Support resources: Confidential counselling, legal, and financial guidance.

Equal Opportunity Statement: Takealot is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.