WhatsApp Channel Lead - Client Messaging (Cape Town)

Amicorp Group; Cape Town; On-site; ZAR 950,000 - 1,500,000; Full time

Job summary

Amicorp Group is launching a dedicated WhatsApp channel to serve over 1,000 clients. The Client Messaging & WhatsApp Lead will design the channel, run day-to-day operations and ensure fast, secure, and compliant conversations across client service, marketing and compliance teams.

You will define playbooks, supervise triage, routing and escalation, and roll out the channel in phases. This role requires collaboration with IT, Sales, and MarCom to deliver a trusted client experience.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing.
• 5–8 years of experience in client service operations or digital communications.
• Hands-on experience with WhatsApp Business Platform and CRM integrations.
• Experience coordinating cross-office teams in financial services or regulated industries is preferred.
• Knowledge of data protection and consent for client communications.

Responsibilities

• Define and own the WhatsApp channel strategy and goals.
• Write and maintain the WhatsApp playbook with tone, response standards and escalation rules.
• Roll out the channel in phases and scale based on results.
• Set up operating model for inbound conversations, routing, targets and escalations.
• Manage shared inbox, ensure timely replies across time zones and languages.
• Design service journeys and reminders (KYC, renewals, invoices).
• Monitor conversation quality and drive improvements with teams.
• Plan marketing messages and segment audiences; create approved templates.
• Design automated flows and AI-assisted features with guardrails.
• Ensure compliance with data protection rules and platform policies.

Skills

Client service operations

CRM coordination

Digital communications

Cross-functional collaboration

Education

Bachelor’s degree in Business, Communications, Marketing

Tools

WhatsApp Business Platform

CRM systems (Salesforce, Dynamics, HubSpot)

Twilio/Infobip/360dialog

Secure communications tools

Job description

Amicorp Group is launching a dedicated WhatsApp channel to serve over 1,000 clients. The Client Messaging & WhatsApp Lead will design the channel, run day-to-day operations and ensure fast, secure, and compliant conversations across client service, marketing and compliance teams.

You will define playbooks, supervise triage, routing and escalation, and roll out the channel in phases. This role requires collaboration with IT, Sales, and MarCom to deliver a trusted client experience.