Customer Engagement Manager
Customer Engagement Manager
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4-5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose of the Job
The Customer Engagement Manager is responsible for building and nurturing positive longterm relationships with customers. This role focuses on increasing customer engagement through strategic communication across digital and direct marketing channels and promoting product adoption and loyalty. The Manager will act as the voice of the customer within the organization working crossfunctionally to deliver an exceptional customer experience and create a community of engaged and satisfied customers.
Key Responsibilities
- Develop and implement customer engagement strategies to maximize retention and deepen relationships across customer segments.
- Collaborate with marketing product and sales teams to design campaigns and initiatives that promote active product use new feature adoption and customer success stories.
- Effectively lead and manage the Customer Engagement team ensuring continuous upskilling based on evolving marketing technologies.
- Lead Marketing Cloud requirements gathering for campaigns and projects.
- Establish and oversee endtoend campaign execution including review approvals measurement insights and optimization.
- Manage the campaign calendar prioritizing initiatives based on business goals and bandwidth.
- Oversee campaign strategy assets and approvals while ensuring compliance with branding and best practices.
- Implement A/B and multivariate testing methodologies to optimize campaign performance.
- Ensure highquality campaign execution including audience segmentation personalization functional testing tracking and scheduling.
- Engage in continuous learning through platforms like Salesforce Trail head and other relevant training opportunities.
- Map and optimize the endtoend customer journey identifying key touchpoints and areas for improvement.
- Gather customer insights to drive enhancements in product offerings and services.
- Track analyze and report on campaign performance leveraging data to drive continuous improvement.
- Partner with internal teams to address customer needs and identify process efficiencies.
- Provide regular updates and training to internal teams on customer engagement strategies and best practices.
Skills & Competencies
- Proven experience in customer engagement across digital and direct channels including Email SMS Inapp WhatsApp social media platforms and Google.
- Experience leading integration projects.
- Strong communication skills with the ability to simplify complex concepts and build strong relationships.
- Knowledge of POPIA and data privacy regulations.
- PMP certification preferred.
Experience & Qualifications
- Tertiary qualification in business management marketing or a related field.
- Proficiency in Microsoft Office Suite (Word PowerPoint Outlook Teams Excel).
- 5 years relevant experience in a similar role preferably in mobile digital loyalty franchising or FMCG industries.
- Experience in the restaurant or franchise operations sector is advantageous.
- 5 years of experience managing campaign operations.
- 2 years of handson experience with marketing automation solutions.
- Salesforce Marketing Cloud experience is advantageous.
Food Safety Quality Control & Assurance Product Development Team Management Communication & Training Food Safety Management Systems (FSMS) Audit and Reporting Tools Detail-Oriented
Education
Tertiary qualification in business management, marketing, or a related field.
Employment Type
Full Time
