Customer Service Project Manager

<p><a href="https://www.takealot.com/"><strong>Takealot.com</strong></a>, South Africa’s leading online retailer, is looking for a highly talented <strong>Customer Service Project Manager</strong> to join our team.</p> <p>We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us!</p> <p><strong>Think you’ve been challenged before? Think again!</strong></p> <ul> <li><strong>Scale:</strong> Over 4 million happy shoppers shop online on takealot.com and 2.7 million on Mr D. Show them what you can do.</li> <li><strong>Learn:</strong> We work with the best of the best. Work alongside leaders and upskill in record time.</li> <li><strong>Grow:</strong> Expand your career in the fast-growing Takealot Group: Takealot.com and Mr D. We like to promote from within: Here's your chance.</li> </ul> <p><strong>Who’s who in the tech space</strong></p> <p>The position reports to the <strong>Group Head of Customer &amp; Business Support</strong>.</p> <p><strong>Purpose of the role:</strong></p> <p>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.</p> <p>&nbsp;</p> <p>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.</p> <p><strong>Your mission, should you choose to accept it:</strong></p> <p><strong>Strategic Program Management</strong></p> <ul> <li>Lead the end-to-end delivery of AI and automation transformation initiatives.</li> <li>Develop and manage transformation roadmaps, governance frameworks, and prioritisation processes.</li> <li>Establish use-case intake frameworks and evaluation criteria for automation opportunities.</li> <li>Partner with analytics teams to identify and prioritise high-value automation initiatives.</li> </ul> <p><strong>Change Management Execution</strong></p> <ul> <li>Lead organisational change management to support AI and automation adoption.</li> <li>Develop stakeholder engagement, communication, and training strategies.<br>Monitor adoption rates and implement interventions to drive behavioural change and capability development.</li> </ul> <p><strong>Project Delivery Accountability</strong></p> <ul> <li>Manage scope, timelines, budgets, and risks for complex cross-functional transformation projects.</li> <li>Coordinate delivery across Product, Engineering, Operations, Commercial, and Enablement teams.</li> <li>Resolve blockers and ensure projects are delivered on time and within budget.</li> </ul> <p><strong>Impact Measurement and Tracking</strong></p> <ul> <li>Define success metrics and track adoption, efficiency gains, cost savings, and ROI.</li> <li>Report program progress, risks, and outcomes to executive stakeholders.</li> <li>Conduct post-implementation reviews and drive continuous improvement.</li> <li>Measure operational impact across metrics such as <strong>AHT, FCR, reopen rate, cost per contact, and capacity optimisation</strong>.</li> </ul> <p><strong>Stakeholder and Vendor Management</strong></p> <ul> <li>Build and maintain relationships with executive sponsors and key decision-makers.</li> <li>Facilitate decision-making and manage escalations.</li> <li>Collaborate with Technology Architecture, InfoSec, Data, and external vendors to ensure scalable and secure implementation aligned with business strategy.</li> </ul> <p><strong>Key Deliverables</strong></p> <ul> <li>AI and automation transformation roadmaps and program governance frameworks</li> <li>Business cases and ROI models for transformation initiatives</li> <li>Project plans, budgets, and risk mitigation strategies</li> <li>Change management and adoption frameworks</li> <li>Executive dashboards and program progress reports</li> <li>Operational playbooks and standard operating procedures for AI/automation implementation<br>Post-implementation reviews and continuous improvement recommendations</li> </ul> <p><strong>Qualifications &amp; Experience:</strong></p> <ul> <li>Bachelor’s degree in Business, Engineering, Operations Management, Information Systems, Industrial Engineering, or related field (NQF 7).</li> <li>Postgraduate qualification in Business, Operations, Data, or Project Management advantageous.</li> <li>Project Management certification (PMP, PRINCE2, AgilePM or similar) advantageous.</li> <li>Lean Six Sigma (Green Belt minimum) advantageous.</li> <li>Change Management certification (e.g. Prosci) advantageous.</li> <li><strong>5–7 years’ experience</strong> in project management, operational transformation, consulting, or digital enablement in complex, high-volume environments.</li> <li>Experience leading <strong>cross-functional transformation initiatives</strong> impacting frontline operations (e.g. contact centres, retail, banking, telecoms, or e-commerce).</li> <li>Demonstrated experience implementing <strong>AI, automation, or workflow optimisation solutions</strong>.</li> <li>Experience developing <strong>business cases and tracking financial and operational benefits realisation</strong>.</li> <li>Experience engaging senior stakeholders and managing programme reporting and escalations.</li> <li>Experience operating within <strong>South African regulatory and data privacy frameworks (e.g. POPIA)</strong>.</li> <li>Proven ability to manage multiple concurrent initiatives while balancing operational risk and customer experience.</li> <li>Experience with <strong>customer service platforms and AI-enabled tools</strong> (e.g. CRM systems, chatbots, agent assist, automation)</li> <li>Understanding of <strong>automation, system integration, and data flows</strong> (e.g. RPA, APIs, middleware)</li> <li>Ability to interpret <strong>operational performance data and analytics dashboards</strong></li> <li>Experience working with <strong>Technology, Data, and InfoSec teams</strong> to deliver scalable solutions</li> <li>Awareness of <strong>AI governance and risk considerations</strong></li> <li>Ability to assess and optimise <strong>operational processes impacted by automation</strong></li> </ul> <p>&nbsp;<strong>The skills we need:</strong></p> <ul> <li>Strong programme leadership with the ability to influence cross-functional stakeholders</li> <li>Analytical, structured problem-solving and sound decision-making capability</li> <li>Proven change leadership with a focus on adoption and impact</li> <li>Strong commercial, governance, and prioritisation acumen</li> <li>Clear communication across executive and operational levels</li> <li>Resilient and adaptable in fast-paced environments</li> </ul> <p><strong>Let’s talk about life @ Takealot Group</strong></p> <ul> <li><strong>The power is in your hands</strong>: 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.</li> <li><strong>No doors</strong>: We aren’t fans of stuffy offices or siloed work environments. See someone you like? High five, collab, and make something great.</li> <li><strong>Remote working</strong>: Love water cooler chats <em>and </em>working from home? Takealot.com offers a hybrid working model for the best of both worlds.</li> <li><strong>Mentorship programme</strong>: 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.</li> <li><strong>Naspers Tech Community</strong> <strong>&amp; Online Learning</strong>: 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.</li> <li><strong>Good times</strong>: 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).</li> <li><strong>Staff discount</strong>. Millions of products across 28 departments. What more could you ask for?</li> <li><strong>Birthday leave:</strong> Cake Day all the way. Enjoy your day off - you deserve it.&nbsp;</li> <li><strong>Right tools, right job</strong>: Mac or Windows, two monitors or one. Whatever your preference, you’ll work on the latest tech of the latest tech.</li> <li><strong>Help when you need it most</strong>: Confidential counselling, legal support and financial guidance, for free, anytime, anywhere.</li> <li><strong>Free parking: </strong>No more 5km fun runs to your desk (unless you want to).</li> </ul> <p><strong>Like what you see?&nbsp;</strong></p> <p>If you meet the above, you are an <strong>Extraordinary Mind. </strong>Apply today!!</p> <p><em>Takealot is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.</em></p>