Product Lead; Group Customer Experience

, 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 suited 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 deeply motivated by delivering value  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  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 in record time.
• Grow
  :
  Expand your career in the fast-growing Takealot Group:  and Mr D. We like to promote from within:
  Here’s your chance.

This position reports to the Chief Product Officer (Takealot Group)

• Define 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 (, 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.

• Vision & Strategic Thinking
  :
  You’re skilled at defining a clear, ambitious product vision and translating it into a cohesive strategy across multiple teams. You know how to craft compelling narratives, strategic documents, and product requirements that align stakeholders, inform decisions, and inspire action. You are equally comfortable zooming out to shape long‑term direction and diving deep into the details to ensure executional excellence.
• Product Craft & Execution
  :
  You bring extensive experience envisioning, building, and scaling customer‑facing products and customer service tools - ideally in an online marketplace or e‑commerce context. You have a proven track record of delivering impact through exceptional product thinking, strong execution, and a deep understanding of what it takes to ship and scale successful digital experiences.
• Customer-Obsessed Problem Solving
  :
  You lead with curiosity and empathy, constantly seeking to understand customer needs
  , pain points, and behaviors. You are experienced in product discovery and know how to turn insights into meaningful, innovative solutions that solve real problems while driving measurable business outcomes.
• Commercial and Market…