Customer Engagement Champion

Shop2Shop; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Shop2Shop in South Africa seeks a Customer Engagement Champion to proactively manage and convert leads through high-quality client engagement. You will qualify prospects, nurture them, and hand them over to Sales or Partner teams, maintaining accurate CRM records and driving stronger conversion and customer satisfaction.

You’ll collaborate with sales and partners to optimize campaigns, track interactions, and push for activation and retention across high volumes of leads.

Qualifications

• A Matric certificate is required.
• 1–2 years’ experience in a customer engagement role, preferably in fintech/retail/customer care.
• Experience with CRM systems and lead tracking tools is preferred.

Responsibilities

• Proactively contact new leads from marketing campaigns to qualify interest and connect them to the sales or service teams.
• Make follow-up outbound calls to signed-up clients who haven’t traded yet and support activation.
• Contact clients post-purchase to ensure satisfaction and provide ongoing support.
• Handover qualified leads to Sales or Partner Agents and track follow-up for continuity.
• Maintain accurate records of all interactions and outcomes in the CRM system.
• Provide campaign performance insights to sales and marketing teams.

Skills

Customer engagement

CRM experience

Lead tracking

Clear communication

Education

Matric certificate

Tertiary qualification (Business/Marketing/Customer Service)

Tools

CRM systems

Job description

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payment challenges. When you join Shop2Shop, you join a team of people driven by a shared purpose for why we do what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of Role:

The Customer engagement champions role is to proactively manage and convert incoming and outbound leads by delivering high-quality client engagement. This role ensures potential customers are effectively qualified, nurtured, and seamlessly handed over to the appropriate sales or partner teams. By focusing on consistent follow-up, customer satisfaction, and accurate lead tracking, the Champion plays a vital role in improving lead conversion rates, enhancing customer experience, and driving overall business growth.

You will thrive in this role if :

• You enjoy connecting with people and building relationships through proactive communication.
• You are driven by purpose and take pride in delivering exceptional customer experiences.
• You have a natural ability to multitask, stay organized, and work methodically through high volumes of leads without losing attention to detail.
• You are solutions-oriented, enjoy uncovering client needs, and are motivated by the idea of turning a potential customer into a loyal user.
• You are collaborative and communicative, comfortable working closely with sales and partner teams to achieve shared goals.

What you’ll do…

• Proactively contact new leads from marketing campaigns to qualify interest, assess trading potential, and connect them to the appropriate sales or service teams.
• Make follow-up outbound calls to clients who have signed up but haven’t yet traded, offering support and encouraging activation.
• Contact clients post-purchase to ensure satisfaction, provide ongoing support, and strengthen long-term engagement.
• Facilitate the handover of qualified leads to the correct Sales or Partner Agents and track follow-up to ensure continuity.
• Maintain accurate records of all customer interactions, lead outcomes, and client information in the CRM system.
• Provide campaign performance reports and insights to sales and marketing teams, highlighting trends, objections, and conversion opportunities.
• Help execute targeted outreach campaigns, such as product promotions or re-engagement initiatives.
• Monitor client satisfaction and elevate concerns as needed to ensure a seamless customer experience.
• Serve as the first point of engagement for prospective traders and a key retention partner for existing ones.

What you’ll need to make a success…

Qualifications and Experience

• A Matric certificate is required
• Relevant tertiary qualification in Business, Marketing, Customer Service, or a related field is advantageous.
• 1–2 years’ experience in a customer engagement, sales preferably in a fintech, retail, or customer care environment.
• Experience working with CRM systems and lead tracking tools is preferred.

Industry Knowledge

• Deep understanding of ourindustry in South Africa.
• Familiarity with regulatory frameworks, pricing dynamics, and competitor landscape.
• Confident and clearcommunicator — verbaland written
• Collaborative mindset, withan ability to align cross- functionally
• Ability to multitask and manage competing priorities while maintaining attention to detail and accuracy.
• A customer-first mindset with a proactive approach to problem-solving and client engagement.

Growth Mindset

• Committed to continuous learning and personal development.
• Actively seeks feedback, reflects on challenges, and adapts quickly.
• Tech-savvy, with the ability to learn new systems quickly and make data-driven decisions.
• Sets and trackspersonal growth goalsin line withbusiness objectives.
• Embraces ambiguity and views obstacles as opportunities to improve.
• Invested in staying current with industry trends, tools, and strategic thinking.