CX Engagement Lead — Voice & Lifecycle Campaigns

Hollywoodbets; Durban; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Hollywoodbets is seeking a CX Engagement Specialist to join the Durban-based Purple Team. You will craft customer experiences, content, and campaigns across CRM, loyalty, and digital channels to drive engagement and retention.

You'll work in a fast-paced, data-driven environment, translating insights into actionable campaigns and collaborating with cross-functional teams to optimize customer journeys.

Qualifications

• Minimum 3 years’ experience in content creation, graphic design, digital design, copywriting or integrated creative role.
• Experience producing content for customer communications, CRM, loyalty, digital marketing or customer-facing platforms.
• Bachelor’s degree or diploma in Marketing, Business, Customer Experience, Data Analytics, Communications, or a related field. (Preferred)
• Minimum 3 to 5 years’ relevant experience in customer engagement, CRM, outbound sales, retention, lifecycle marketing, campaign analytics, or a related environment. (Preferred)
• Demonstrated experience analyzing campaign performance, managing lead pipelines, coordinating cross-functional delivery, and translating data into optimization strategies.

Responsibilities

• Develop and maintain the outbound voice engagement strategy across the customer lifecycle.
• Define the role of voice interactions within CRM journeys for active, dormant, lapsed and reactivation audiences.
• Translate business objectives and customer insights into practical voice campaign plans, contact strategies and test-and-learn initiatives.
• Coordinate agent-led and outbound AI voice initiatives to ensure consistent customer experience and alignment with approved campaign objectives.
• Identify opportunities to use voice interactions to improve activation, retention, reactivation, and customer lifetime value.
• Own the end-to-end handover of CRM-generated leads to the Outbound Voice Department.
• Analyze campaign audiences and performance data to prioritize leads according to customer value, lifecycle stage, propensity, recency, and campaign objectives.
• Ensure lead files and campaign instructions are supplied accurately and as quickly as possible within agreed turnaround times.
• Coordinate lead volumes, capacity requirements, contact windows, and campaign priorities with Outbound Voice stakeholders.
• Monitor lead acceptance, contact ability, lead ageing, outcomes, and recycling to prevent delays or leakage in the pipeline.
• Investigate data or process issues that affect lead delivery and coordinate corrective action with CRM, Data Technology, and operational teams.
• Define and track performance measures for outbound voice campaigns in line with business expectations.
• Monitor conversion, activation, contact, engagement, and value outcomes for both agent-led and AI voice interactions.
• Analyze campaign results to identify customer, offer, timing, script, segment, and channel factors that influence performance.
• Develop optimization plans, experiments and audience strategies based on campaign insights.
• Escalate underperformance, risks and delivery constraints, and coordinate recovery actions with the relevant stakeholders.
• Maintain a continuous improvement pipeline for voice campaign performance.
• Coordinate appropriate quality checks for outbound voice interactions and ensure findings are used to improve campaign performance.
• Partner with Outbound Voice stakeholders to review call quality, script adherence, customer experience, campaign accuracy, and outcome capture.
• Apply equivalent quality and performance review principles to outbound AI voice calls, including customer experience, journey logic, outcome accuracy, and escalation handling.
• Identify recurring quality themes and recommend improvements to scripts, prompts, processes, training, targeting, or campaign design.
• Maintain clear records of quality findings, actions, and follow-through.
• Work with Business Intelligence teams and relevant data stakeholders to define reporting requirements for the voice engagement channel.
• Validate that reports and dashboards provide accurate, timely and decision-ready information.
• Prepare regular performance updates, insights, and recommendations for relevant business heads.
• Tell a clear performance story by connecting CRM campaign activity, lead flow, contact outcomes, conversions, and customer value.
• Facilitate campaign reviews and ensure decisions, owners and next actions are documented and tracked.
• Build effective working relationships across Customer Engagement, Outbound Voice, Business Intelligence, CRM, Data, Technology, Compliance, and other relevant teams.
• Maintain voice campaign strategies, audience rules, lead specifications, operating procedures, measurement definitions, and reporting requirements.

Skills

Customer engagement

Lifecycle marketing

Campaign management

Data analysis

Education

Bachelor’s degree or diploma in Marketing, Business, Customer Experience, Data Analytics, Communications

Related field preferred

Job description

Hollywoodbets is seeking a CX Engagement Specialist to join the Durban-based Purple Team. You will craft customer experiences, content, and campaigns across CRM, loyalty, and digital channels to drive engagement and retention.

You'll work in a fast-paced, data-driven environment, translating insights into actionable campaigns and collaborating with cross-functional teams to optimize customer journeys.