Head of Member Engagement and Retention (CRM)Remuneration: | market-related | Location: | Cape Town | Job level: | Senior | Type: | Permanent | Company: | Ad Talent Africa | Who are we: An established global group of companies dedicated to the health and wellness industry. Who are we looking for: A senior dynamic candidate to lead the member engagement and retention business. What will you do:- Develop a clear strategy and approach to member engagement.
- Improve the accuracy of 1st party marketing data by building a robust CRM and marketing automation model.
- Grow member usage.
- Optimise revenue streams and business growth through targeted marketing initiatives and effective use of customer data.
- Develop and execute a comprehensive member engagement strategy aligned with overall business goals.
- Lead the implementation of CRM systems, tools, and processes to meet business needs.
- Establish the necessary data infrastructure and technology platforms for personalised communications at scale.
- Analyse customer data to gain insights into customer behavior and preferences, informing targeted marketing campaigns.
- Drive member retention through targeted communication and engagement initiatives.
- Explore and implement innovative ways to engage and monetize the customer base.
- Collaborate with the head of brand and communications to ensure consistency and alignment of messaging across all customer touchpoints.
- Evaluate and report on the success of CRM initiatives, making recommendations for improvements.
- Establish automated member communication journeys based on key triggers and milestones to enhance customer experience.
- Facilitate relationships between Loyalty and other departments across the business.
What do you need: - Eight-plus years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention and revenue growth through CRM initiatives.
- A minimum of three-plus within a senior leadership role
- Solid and proven people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion.
- In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Hubspot, or similar.
- Strong technical knowledge of data analysis, segmentation, and reporting tools.
- Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels up to Group EXCO.
- A strategic mindset with the ability to think long-term and contribute to the overall business strategy.
- A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content.
- Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership.
- Flexibility and enthusiasm in adapting to changing priorities and business needs.
- Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping and customer engagement.
- Project management skills. Working with competing deadlines and using recognised project management software (Asana, Podio, Monday.com etc)
Skills required:- Customer relations
- Project management
- Strategy
- Data analysis
- Stakeholder management
Posted on 17 Jul 16:08, Closing date 16 Aug |
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