Senior Customer Engagement Lead

Hollywoodbets; Durban; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A prominent online gaming company based in Durban is seeking a skilled professional to lead customer engagement initiatives. In this role, you will provide operational guidance, develop customer engagement strategies, and manage CRM platforms to enhance personalisation. The ideal candidate will have experience in digital marketing and a strong understanding of loyalty program mechanics. This is a full-time position with a deadline for applications on February 27, 2026.

Qualifications

• 2–3 years’ experience in digital marketing, CRM, or promotions.
• 1–2 years’ experience with bonus mechanics, CRM tools, or campaign management.
• Familiarity with gamification platforms and CRM systems.

Responsibilities

• Provide leadership and operational guidance across customer engagement workstreams.
• Develop and guide the customer engagement strategy using behavioural insights.
• Oversee the design and refinement of behavioural CRM journeys.

Skills

CRM expertise

Data analytics

Engagement strategy

Loyalty program management

Cross-functional leadership

Education

Matric

Valid drivers' license

Diploma/ Degree (Advantageous)

Tools

CRM tools

Gamification platforms

BI tools

Job description

Job Location: Durban, KwaZulu-Natal, South Africa

Application Deadline: February 27, 2026

Skill Set

• CRM expertise
• Data analytics
• Engagement strategy
• Loyalty program management
• Cross-functional leadership

Responsibilities

• Provide leadership and operational guidance across customer engagement workstreams to ensure consistent delivery and alignment.
• Develop and guide the customer engagement strategy using behavioural insights, motivational psychology, and player preference analysis.
• Oversee the design and refinement of behavioural CRM journeys to improve personalisation and relevance of customer interactions.
• Identify opportunities to enhance customer engagement through segmentation, behavioural patterns, and CRM insights.
• Oversee CRM platform operations, including workflow logic accuracy, segmentation structures, automation behaviour, and day-to-day performance.
• Manage CRM escalations, SLAs, support tickets, and platform optimisation requirements with internal and external stakeholders.
• Ensure CRM documentation, governance standards, and operational processes are consistently followed and maintained.
• Provide direction for loyalty and rewards initiatives, including tiers, points, milestones, reward mechanics, and player progression structures.
• Oversee the development and improvement of gamified engagement elements such as missions, wheels, challenges, and streak-based mechanics.
• Monitor loyalty initiative performance, behavioural impact, and ROI to ensure effectiveness and cost efficiency.
• Oversee bonusing frameworks, ensuring bonus campaigns are aligned with engagement objectives, compliant, and operationally accurate.
• Collaborate with BI and Data teams to analyse player behaviour, identify patterns, and support engagement optimisation activities.
• Use insights and controlled testing to refine journeys, rewards, messaging, and bonus strategies.
• Prepare and present engagement performance insights and recommendations.
• Work cross-functionally with Product, Marketing, Retention, BI, and Contact Centre teams to ensure engagement activities align with business priorities.
• Any other related duties that might be required.

Qualifications

• Matric
• Valid drivers' license
• Diploma/ Degree (Advantageous)
• 2–3 years’ experience in digital marketing, CRM, or promotions
• 1–2 years’ experience with bonus mechanics, CRM tools, or campaign management
• 2–3 years in digital marketing, gamification, or customer engagement
• Familiarity with gamification platforms, CRM systems, and BI tools
• Strong reporting proficiency

Apply Before

02/27/2026