Personalisation Manager

technovation; Wes-Kaap; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Technovation in South Africa seeks an experienced AI & Personalisation Manager to lead data-driven, personalised customer experiences within a leading retail credit and financial services business.

Reporting to the Head of Artificial Intelligence, you will design automated journeys across email, SMS, web and app, build dynamic audiences, apply models, and embed decisioning into marketing platforms while ensuring POPIA compliance and responsible-AI practices.

Qualifications

• Minimum five years’ experience in customer personalisation, CRM and marketing-automation solutions.
• Proven experience with enterprise personalization tools (Salesforce/Adobe).
• Ability to design automated, trigger-based customer journeys.
• Experience handling customer data for audience building and journey orchestration.

Responsibilities

• Develop and implement the customer personalisation roadmap.
• Design automated and personalised journeys across email, SMS, app, web and telephony channels.
• Develop dynamic audiences, triggers and lifecycle communications.
• Apply models, insights and decisioning to optimise acquisition, activation and retention.

Skills

CRM

Marketing automation

Customer personalisation

Predictive modelling

Data analytics

Education

Marketing / Business Science / Data Analytics degree

Tools

Salesforce Marketing Cloud

Salesforce Data Cloud

Salesforce Personalisation

Adobe Experience Platform

Job description

We are looking for an experienced AI & Personalisation Manager to lead the delivery of data-driven, personalised customer experiences within a leading retail credit and financial services business.

Reporting to the Head of Artificial Intelligence, you will use customer data, predictive analytics, AI and marketing-automation technology to deliver relevant products, offers, messages and experiences across the customer lifecycle.

You will work across Marketing, Digital, Product, Commercial, Data and Technology to move the business from broad campaign segmentation towards dynamic audiences, behavioural triggers and personalised customer journeys.

Key Responsibilities

• Develop and implement the customer personalisation roadmap.
• Design automated and personalised journeys across email, SMS, app, web, call-centre and telemarketing channels.
• Develop dynamic audiences, behavioural triggers and lifecycle communications.
• Apply customer models and insights to support:
• Next-best action and next-best offer.
• Product propensity and affinity.
• Acquisition, activation and utilisation.
• Cross-sell and upsell.
• Churn, retention and reactivation.
• Channel preference and communication frequency.
• Embed customer data, model scores and decisioning rules into marketing-automation platforms.
• Use generative AI to support relevant and compliant content development.
• Partner with Data and Technology teams to implement scalable personalisation capabilities.
• Work with Product and Commercial teams to identify customer and growth opportunities.
• Manage A/B testing, holdout groups and journey optimisation.
• Measure incremental revenue, margin, conversion, engagement and customer lifetime value.
• Monitor communication fatigue, opt-outs and unintended customer outcomes.
• Ensure compliance with POPIA, consent, privacy, security and responsible-AI requirements.
• Manage relevant technology vendors and cross-functional delivery teams.

Key Performance Measures

• Incremental revenue and margin generated through personalisation.
• Improvement in acquisition, activation, conversion and product utilisation.
• Increased cross-sell, retention and customer lifetime value.
• Reduced churn and improved customer reactivation.
• Growth in automated and personalised customer journeys.
• Improved marketing return on investment.
• Reduction in irrelevant or excessive customer communications.
• Compliance with privacy, consent and responsible-AI requirements.

Qualifications and Experience

• Relevant degree in Marketing, Business Science, Data Analytics, Information Systems or a related field.
• A minimum of five years’ experience working directly with customer personalisation, CRM and marketing-automation solutions is essential.
• Strong practical experience with platforms such as Salesforce Marketing Cloud, Salesforce Data Cloud, Salesforce Personalisation, Adobe Experience Platform or similar enterprise tools is essential.
• Proven experience designing automated, trigger-based and personalised customer journeys.
• Experience using customer, transactional and behavioural data to develop audiences and experiences.
• Knowledge of customer segmentation, journey orchestration, next-best action and predictive modelling.
• Experience measuring journey performance and incremental commercial value.
• Experience integrating customer data and analytical outputs into marketing platforms.
• Financial services, retail credit, banking, fintech, insurance, telecommunications or retail experience would be advantageous.

Personal Attributes

• Commercially minded and customer focused.
• Strong analytical and problem-solving ability.
• Able to translate customer data into practical actions.
• Comfortable working across marketing, data and technology teams.
• Collaborative, influential and delivery focused.
• Committed to responsible data use and fair customer outcomes.

Why Join Us?

• This is an opportunity to help build a sophisticated personalisation capability within a large, data-rich consumer business and directly influence customer experience, marketing performance and commercial growth.