WhatsApp Channel Lead: Client Messaging

Amicorp Group; Wes-Kaap; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

Amicorp Group seeks a Senior Manager to lead the WhatsApp channel as a direct client communications and marketing channel. You will design the playbook, run day-to-day operations, and partner with Compliance, IT, Marketing and Sales to deliver fast, secure, compliant conversations.

You will own the operating model for inbound chats, ensure cross-office routing and timely responses, and develop compliant messaging journeys, templates and analytics to drive client satisfaction.

Qualifications

• 5–8 years of experience in client service operations, CRM, digital communications or conversational messaging.
• Experience running a messaging channel such as WhatsApp Business at scale is required.
• Strong understanding of data protection and record-keeping requirements.

Responsibilities

• Define and own the WhatsApp channel strategy and governance.
• Set up and run the operating model for inbound conversations across offices and time zones.
• Design service journeys and compliance workflows for WhatsApp interactions.
• Coordinate campaigns with Marketing and Sales teams and ensure a consistent brand voice.
• Monitor performance metrics and continuously improve processes and templates.

Skills

WhatsApp Business Platform

CRM integration

Channel governance

Service operations

Data protection

Multilingual support

Education

Bachelor’s degree in Business/Communications/Marketing/IS

Tools

Twilio

Infobip

360dialog

Salesforce Service Cloud

Job description

Amicorp Group seeks a Senior Manager to lead the WhatsApp channel as a direct client communications and marketing channel. You will design the playbook, run day-to-day operations, and partner with Compliance, IT, Marketing and Sales to deliver fast, secure, compliant conversations.

You will own the operating model for inbound chats, ensure cross-office routing and timely responses, and develop compliant messaging journeys, templates and analytics to drive client satisfaction.