Customer Engagement Manager

ShopriteX; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading retail group in South Africa is seeking a Customer Engagement Manager to drive digital solutions that enhance engagement and profitability within the Rewards program. This role involves collaborating closely with various stakeholders to implement customer-centric campaigns while analyzing customer data to ensure personalized experiences. Key qualifications include a degree in Business or Marketing, over 4 years of related experience, and proficiency in agile methods and customer data analysis.

Qualifications

• 5+ years of experience in marketing or CRM strategies.
• Proven record in using customer data to enhance experiences.
• Familiar with agile methodologies and creating user stories.

Responsibilities

• Implement the product roadmap for customer engagement.
• Collaborate on campaigns to achieve business objectives.
• Analyze customer lifetime value and execute campaigns.
• Plan strategies for customer retention and loyalty.
• Use data to personalize customer experiences across channels.

Skills

Customer data personalization

Agile methodology

Marketing strategy

CRM strategies

Excel proficiency

Education

Degree or Diploma in Business or Marketing

Tools

MS Office 365

Job description

Value Proposition

We set the digital agenda to keep ShopriteX leading in an uncertain and fast-moving environment. We drive the development, provision and operation of our digital products and services using new and existing technology and agile delivery methods to deliver at pace. At the same time, we provide a home for digital skills to both develop and extend the technical, people and business skills needed to ensure continuous development and growth of our digital capability.

Role Purpose

The purpose of the Customer Engagement Manager is to deliver digital and analytical solutions that optimize Shoprite’s customer engagement capabilities while delivering customer growth and profitability within the Rewards program. The role generates and translates data into meaningful insights, and collaborates with a cross functional team of data scientists, analysts, product managers, agile delivery, and technology teams in incremental deployments. The role also works in close partnership with business stakeholders including buying, commercial, marketing and operations teams, to enable the delivery of Shoprite’s customer engagement and growth agenda.

Role Description

• Implement the product roadmap for customer engagement in order to inform the creation and prioritisation of the backlog.
• Collaborate with business stakeholders from multiple departments to deliver their business objectives through customer centric campaigns.
• Unlock new customer opportunities to keep customers engaged with the Rewards program.
• Continuously research industry trends and customer needs and implement reward strategies in order to Acquire new customers.
• Analysis and execution of customer lifetime value / customer life-cycle campaigns.
• Plan and deliver Rewards CRM strategies that encourage customer retention and customer loyalty.
• Grow customer profitability by utilizing the full suite of offers from the Shoprite Group.
• Work closely with all departments to ensure the Rewards Customer Engagement works effectively for all aspects of the Shoprite Group.
• Use direct and owned marketing channels to communicate personalized experiences to customers.
• Implement testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Work with data science capabilities to use technology to deliver a personalized experience for customers across all channels.
• Work with Shoprite Product team to deliver a strong omnichannel customer experience.
• Support commercial teams to ensure strong promotional coverage of rewards deals.
• Work with brand teams to ensure rewards deals and campaigns are a focus in all ATL marketing channels.

Qualifications and Experience

• Degree or Diploma in Business, Marketing or a related field – (essential).
• +4 years in a similar capacity or role, with experience delivering marketing and CRM strategies – (essential).
• Proven track record of using customers data and technologies to personalise the customer experience – (essential).
• Experience in an agile environment, particularly delivering strategic roadmaps – (essential).
• Experience applying agile analysis techniques for creating user stories and acceptance criteria – (essential).
• Strong proficiency in MS Office 365 with an advanced level of Excel capability – (essential).

Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.