Customer Service Project Manager

Takealot.com, South Africa’s leading online retailer, is looking for a highly talented Customer Service Project Manager to join our team.

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us!

Think you’ve been challenged before? Think again!

• Scale: Over 4 million happy shoppers shop online on takealot.com and 2.7 million on Mr D. Show them what you can do.
• Learn: We work with the best of the best. Work alongside leaders and upskill in record time.
• Grow: Expand your career in the fast-growing Takealot Group: Takealot.com and Mr D. We like to promote from within: Here's your chance.

Who’s who in the tech space

The position reports to the Group Head of Customer & Business Support.

Purpose of the role:

Lead the strategic delivery and change management of AI and automation transformation programs across the CS organisation, with a focus on Agentic AI, automation platforms, and AI-powered customer service solutions.

 

The role is responsible for driving end-to-end program success, including strategic planning, prioritisation, governance, project delivery, organisational adoption, and impact measurement, while maintaining strong stakeholder relationships and providing executive-level reporting.

Your mission, should you choose to accept it:

Strategic Program Management

• Lead the end-to-end delivery of AI and automation transformation initiatives.
• Develop and manage transformation roadmaps, governance frameworks, and prioritisation processes.
• Establish use-case intake frameworks and evaluation criteria for automation opportunities.
• Partner with analytics teams to identify and prioritise high-value automation initiatives.

Change Management Execution

• Lead organisational change management to support AI and automation adoption.
• Develop stakeholder engagement, communication, and training strategies.
  Monitor adoption rates and implement interventions to drive behavioural change and capability development.

Project Delivery Accountability

• Manage scope, timelines, budgets, and risks for complex cross-functional transformation projects.
• Coordinate delivery across Product, Engineering, Operations, Commercial, and Enablement teams.
• Resolve blockers and ensure projects are delivered on time and within budget.

Impact Measurement and Tracking

• Define success metrics and track adoption, efficiency gains, cost savings, and ROI.
• Report program progress, risks, and outcomes to executive stakeholders.
• Conduct post-implementation reviews and drive continuous improvement.
• Measure operational impact across metrics such as AHT, FCR, reopen rate, cost per contact, and capacity optimisation.

Stakeholder and Vendor Management

• Build and maintain relationships with executive sponsors and key decision-makers.
• Facilitate decision-making and manage escalations.
• Collaborate with Technology Architecture, InfoSec, Data, and external vendors to ensure scalable and secure implementation aligned with business strategy.

Key Deliverables

• AI and automation transformation roadmaps and program governance frameworks
• Business cases and ROI models for transformation initiatives
• Project plans, budgets, and risk mitigation strategies
• Change management and adoption frameworks
• Executive dashboards and program progress reports
• Operational playbooks and standard operating procedures for AI/automation implementation
  Post-implementation reviews and continuous improvement recommendations

Qualifications & Experience:

• Bachelor’s degree in Business, Engineering, Operations Management, Information Systems, Industrial Engineering, or related field (NQF 7).
• Postgraduate qualification in Business, Operations, Data, or Project Management advantageous.
• Project Management certification (PMP, PRINCE2, AgilePM or similar) advantageous.
• Lean Six Sigma (Green Belt minimum) advantageous.
• Change Management certification (e.g. Prosci) advantageous.
• 5–7 years’ experience in project management, operational transformation, consulting, or digital enablement in complex, high-volume environments.
• Experience leading cross-functional transformation initiatives impacting frontline operations (e.g. contact centres, retail, banking, telecoms, or e-commerce).
• Demonstrated experience implementing AI, automation, or workflow optimisation solutions.
• Experience developing business cases and tracking financial and operational benefits realisation.
• Experience engaging senior stakeholders and managing programme reporting and escalations.
• Experience operating within South African regulatory and data privacy frameworks (e.g. POPIA).
• Proven ability to manage multiple concurrent initiatives while balancing operational risk and customer experience.
• Experience with customer service platforms and AI-enabled tools (e.g. CRM systems, chatbots, agent assist, automation)
• Understanding of automation, system integration, and data flows (e.g. RPA, APIs, middleware)
• Ability to interpret operational performance data and analytics dashboards
• Experience working with Technology, Data, and InfoSec teams to deliver scalable solutions
• Awareness of AI governance and risk considerations
• Ability to assess and optimise operational processes impacted by automation

 The skills we need:

• Strong programme leadership with the ability to influence cross-functional stakeholders
• Analytical, structured problem-solving and sound decision-making capability
• Proven change leadership with a focus on adoption and impact
• Strong commercial, governance, and prioritisation acumen
• Clear communication across executive and operational levels
• Resilient and adaptable in fast-paced environments

Let’s talk about life @ Takealot Group

• The power is in your hands: We offer a market-related Total Remuneration Package that allows full flexibility according to your needs. Go on, be the master of your own destiny.
• No doors: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab, and make something great.
• Remote working: Love water cooler chats and working from home? Takealot.com offers a hybrid working model for the best of both worlds.
• Mentorship programme: We aren’t kidding when we say the people with the best people win. Now’s your chance to be one of the best by learning from the best.
• Naspers Tech Community & Online Learning: Share ideas and grow with global industry leaders who are all just a Slack message away. Love to learn? Up-skill with free access to courses on MyAcademy, Udacity, Coursera, and more.
• Good times: Get to know the other extraordinary minds at takealot.com during regular social events and out-of-office activities (think hikes, think mini-golf, think good times).
• Staff discount. Millions of products across 28 departments. What more could you ask for?
• Birthday leave: Cake Day all the way. Enjoy your day off - you deserve it. 
• Right tools, right job: Mac or Windows, two monitors or one. Whatever your preference, you’ll work on the latest tech of the latest tech.
• Help when you need it most: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.
• Free parking: No more 5km fun runs to your desk (unless you want to).

Like what you see? 

If you meet the above, you are an Extraordinary Mind. Apply today!!

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