Engagement Manager

Virgin Active South Africa (Pty) Ltd; Cape Town; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

You will collaborate with Marketing, Product, Digital and Data teams to design cross-channel campaigns, optimise journeys with A/B testing, and drive measurable member value and loyalty.

Responsibilities

• Develop and manage the member engagement plan across key lifecycle stages including onboarding, habit formation, usage stimulation, retention, win-back and cross-sell/upsell opportunities.
• Understand territory business priorities and translate them into engagement programmes, campaign briefs and journey requirements.
• Define the role of channels, messaging principles, contact approach and behavioural nudges to support the right message, to the right member, at the right time.
• Identify moments of truth in the member journey and motivate engagement interventions that improve member experience, loyalty and retention.
• Conduct A/B testing on journeys to optimise engagement and take-up.
• Own the day-to-day operational excellence and agile work process for the Global Braze Technical Team, ensuring a clear and efficient flow of work from intake and prioritisation through to delivery.
• Manage a single prioritised global backlog and delivery roadmap, balancing territory priorities, campaign delivery, technical enhancements, business-as-usual activity and urgent issues.
• Facilitate agile ways of working across the team, including work intake, backlog refinement, sprint planning, delivery check-ins, dependency management and retrospectives.
• Coordinate team capacity and resource allocation across territories, ensuring work is appropriately scoped, sequenced and assigned to the right technical capability.
• Track throughput, delivery timelines, blockers, dependencies and service performance, proactively resolving or escalating constraints that affect delivery.
• Continuously improve workflows, templates, hand-offs and ways of working to increase delivery speed, quality, transparency and execution confidence across territories.
• Manage campaign planning, briefing, prioritisation and coordination across Content, Design, CRM Solution Architects, Data and territory stakeholders.
• Ensure campaign briefs are clear, member-centric and actionable, with defined audience, objective, channel, timing, measurement and content requirements.
• Partner with the Global MarTech Manager to ensure technology, data and journey execution support the engagement strategy.
• Coordinate creative, copy and channel requirements to ensure consistent and effective member messaging across touchpoints.
• Be the key point of contact for engagement stakeholders and teams, managing priorities, updates, expectations and approvals.
• Build strong working relationships with Marketing, Product, Operations, Digital, Data and club support teams.
• Present engagement roadmaps, campaign plans, performance results and recommendations to relevant stakeholders.
• Maintain a clear view of territory needs and campaign pipelines to support prioritisation and resource planning.
• Review engagement, campaign and member behaviour data to identify opportunities for improvement.
• Report on campaign effectiveness, lifecycle programme performance, member engagement uplift and retention contribution.
• Use test-and-learn methods to optimise messaging, timing, audience selection, content and channel mix.
• Monitor competitor and industry trends in membership engagement, loyalty, wellness and digital communications.

Tools

Braze

Job description

Your Purpose...

• Is to “change people’s lives for the better through wellness";
• We deliver social wellness experiences that enable people to meet their personal wellness goals, through holistic physical, mental nutritional and social wellbeing.
• Manage and drive Virgin Active member engagement strategy across lifecycle communications, ensuring that members receive relevant, timely and personalised messages that support acquisition, activation, engagement, retention and win-back.
• Act as the engagement partner to stakeholders, translating business objectives into member-centric campaigns, programmes, content plans and channel strategies.
• Work closely with the Head of Engagement, Global MarTech Manager, CRM Solution Architects, Data, Product, Operations and Content teams to deliver integrated journeys that improve member value and commercial outcomes.

Your Duties and Responsibilities...

Member Engagement Strategy and Planning

• Develop and manage the member engagement plan across key lifecycle stages including onboarding, habit formation, usage stimulation, retention, win-back and cross-sell/upsell opportunities.
• Understand territory business priorities and translate them into engagement programmes, campaign briefs and journey requirements.
• Define the role of channels, messaging principles, contact approach and behavioural nudges to support the right message, to the right member, at the right time.
• Identify moments of truth in the member journey and motivate engagement interventions that improve member experience, loyalty and retention.
• Conduct A/B testing on journeys to optimise engagement and take-up

Global Braze Technical Team - Operational Excellence and Agile Work Process Management

• Own the day-to-day operational excellence and agile work process for the Global Braze Technical Team, ensuring a clear and efficient flow of work from intake and prioritisation through to delivery.
• Manage a single prioritised global backlog and delivery roadmap, balancing territory priorities, campaign delivery, technical enhancements, business-as-usual activity and urgent issues.
• Facilitate agile ways of working across the team, including work intake, backlog refinement, sprint planning, delivery check-ins, dependency management and retrospectives.
• Coordinate team capacity and resource allocation across territories, ensuring work is appropriately scoped, sequenced and assigned to the right technical capability.
• Track throughput, delivery timelines, blockers, dependencies and service performance, proactively resolving or escalating constraints that affect delivery.
• Continuously improve workflows, templates, hand-offs and ways of working to increase delivery speed, quality, transparency and execution confidence across territories.

Campaign Delivery and Cross-functional Coordination

• Manage campaign planning, briefing, prioritisation and coordination across Content, Design, CRM Solution Architects, Data and territory stakeholders.
• Ensure campaign briefs are clear, member-centric and actionable, with defined audience, objective, channel, timing, measurement and content requirements.
• Partner with the Global MarTech Manager to ensure technology, data and journey execution support the engagement strategy.
• Coordinate creative, copy and channel requirements to ensure consistent and effective member messaging across touchpoints.

Stakeholder and Territory Management

• Be the key point of contact for engagement stakeholders and teams, managing priorities, updates, expectations and approvals.
• Build strong working relationships with Marketing, Product, Operations, Digital, Data and club support teams.
• Present engagement roadmaps, campaign plans, performance results and recommendations to relevant stakeholders.
• Maintain a clear view of territory needs and campaign pipelines to support prioritisation and resource planning.

Insight, Reporting and Optimisation

• Review engagement, campaign and member behaviour data to identify opportunities for improvement.
• Report on campaign effectiveness, lifecycle programme performance, member engagement uplift and retention contribution.
• Use test-and-learn methods to optimise messaging, timing, audience selection, content and channel mix.
• Monitor competitor and industry trends in membership engagement, loyalty, wellness and digital communications.