Talent Pool: Lifecycle Communication Specialist MMH260714-18

Momentum; Centurion; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Momentum is seeking a Lifecycle Communications Specialist to design, build, test and optimise behaviour-triggered communications that guide members through key journeys in the programme. You will translate data-driven insights into personalised journeys across multiple channels, driving engagement and measurable business outcomes.

The role focuses on onboarding, activation, engagement, retention and reactivation, with ongoing testing and optimisation to improve open rates and conversions while

Qualifications

• Degree or diploma in Communication, Marketing, Journalism, Language Studies, Digital Marketing or a related field – essential.
• 3-5 years' experience in external communication, CRM, lifecycle marketing, direct marketing, journey automation or triggered communication.
• Experience in customer engagement, CRM or marketing automation platforms is strongly preferred.
• Experience in rewards, financial services, health, wellness, loyalty or member engagement environments is advantageous.

Responsibilities

• Own the lifecycle communication roadmap, prioritising new journeys and optimisation initiatives.
• Map member journeys and identify priority moments to educate, remind or prompt next actions.
• Develop lifecycle communication plans across onboarding, activation, engagement, retention and reactivation.
• Advance channel strategies by selecting effective channels, frequency and timing for segments and behaviours.
• Build and maintain automated triggered communication journeys across email, SMS, push, in-app, WhatsApp or other channels.
• Define triggers, audience segments, event conditions, decision rules, exclusions and journey logic in platforms.
• Translate requirements into automation briefs with message flows, data, test plans and implementation needs.
• Draft, edit or coordinate content aligned to brand standards, tone of voice, CI and regulatory requirements.
• Configure, test and quality-check automated journeys before launch with personalization and timing.
• Monitor performance and identify opportunities to improve open rates, CTRs, conversions and outcomes.

Skills

Lifecycle marketing

CRM

Marketing automation

Data-driven communication

Education

Degree or diploma in Communication/Marketing

Tools

CRM platforms

Marketing automation platforms

Job description

Role Purpose

To design, build, test and optimise behaviour-triggered lifecycle communication that helps members understand, use and benefit from the programme at the moments that matter. The role maps key member journeys, identifies opportunities where communication can influence behaviour, and develops automated communication across multiple channels, by defining triggers, setting decision rules, testing automation and monitoring performance.

The role supports the Marketing team by translating member behaviour, business priorities and engagement objectives into personalised, data-driven communication journeys that improve member experience, drive action and deliver measurable business outcomes that clear, timely, and measurable communication interventions.

Requirements

Qualification:

• Degree or diploma in Communication, Marketing, Journalism, Language Studies, Digital Marketing or a related field – essential.

Experience

• 3-5 years' experience in external communication, CRM, lifecycle marketing, direct marketing, journey automation or triggered communication - preferred.
• Experience working in customer engagement, CRM or marketing automation platforms - strongly preferred.
• Experience in a rewards, financial services, health, wellness, loyalty or member engagement environment - advantageous.

Duties and Responsibilities

Internal Process

• Own the lifecycle communication roadmap, prioritising new journeys, enhancements and optimisation initiatives in line with business priorities and member needs.
• Map member journeys and identify priority moments where communication can educate, encourage, remind or prompt members to take the next best action.
• Develop lifecycle communication plans across key member stages, including onboarding, activation, engagement, retention and reactivation.
• Recommend and evolve channel strategies by identifying the most effective communication channel, frequency and timing for different member segments and behaviours.
• Build and maintain automated triggered communication journeys across relevant channels, including email, SMS, push notifications, in-app messages, WhatsApp or other approved owned channels.
• Work within relevant marketing automation and customer engagement platforms to define behavioural triggers, audience segments, event conditions, decision rules, exclusions, frequency controls and journey logic.
• Translate campaign, product and engagement requirements into clear automation briefs mapping message flows, data, test plans and implementation requirements.
• Draft, edit or coordinate communication content that aligns to the strategy, brand standards, tone of voice, CI and legislative requirements.
• Configure, test and quality-check automated journeys before launch, including content accuracy, audience logic, links, personalisation, timing, channel sequencing and fallback rules.
• Monitor lifecycle communication performance and identify opportunities to improve open rates, click-throughs, conversions, drop-off points, channel effectiveness and member outcomes.
• Continuously optimise communication through test, learn and refine practices, including A/B testing, content improvements, segmentation refinement and journey logic updates.
• Maintain an up-to-date matrix of lifecycle and triggered communication journeys, touchpoints, owners, triggers, channels, status and performance measures.
• Identify, assess and help resolve issues related to automation logic, data inputs, journeys, delivery failures, member experience or communication performance.
• Provide actionable insights and recommendations based on performance trends, member behaviour and campaign outcomes to continuously improve engagement and business results, including what is working, what needs to change and recommended next actions.