Customer Engagement Manager

Value Proposition

We drive ShopriteX's digital agenda, staying ahead in a fast-changing world by developing and operating our digital products and services. Using both new and existing technology with agile delivery, we ensure rapid progress and provide a nurturing environment for digital skills development across technical, people, and business domains.

Role Purpose

The Customer Engagement Manager aims to enhance Shoprite’s customer engagement through digital and analytical solutions, focusing on customer growth and profitability within the Rewards program. The role involves generating and interpreting data into actionable insights while working with data scientists, analysts, product managers, and tech teams. Collaboration with business stakeholders from buying, commercial, marketing, and operations is also crucial to achieve Shoprite's customer engagement goals.

Role Description

• Collaborate with business stakeholders across departments to design and deliver customer-centric campaigns that align with their objectives and business goals.
• Stay informed on industry trends and evolving customer needs to develop reward strategies that effectively attract and engage new customers.
• Analyse and execute campaigns focusing on customer lifetime value and lifecycle stages, ensuring optimal impact and growth.
• Maximize customer profitability by utilising the full suite of offers available across the Shoprite Group.
• Coordinate efforts across all departments to ensure a seamless and effective Rewards Customer Engagement strategy that supports the needs of every function within the Shoprite Group.
• Leverage direct and owned marketing channels to deliver personalised, targeted communications that enhance the customer experience.
• Develop and implement CRM testing strategies to continuously improve campaign effectiveness and drive better outcomes for the company’s products.
• Execute the Customer Engagement strategy by overseeing the full lifecycle of client engagement campaigns, programs, and communication prompts.
• Provide subject matter expertise to continuously improve and refine client engagement strategies based on data and insights.

Qualifications and Experience

• Degree or Diploma in Business, Marketing, or related field (essential)
• Over 4 years of experience in a similar role, with a focus on marketing and CRM strategies (essential)
• Proven ability to use customer data and technologies to personalise experiences (essential)
• Experience in an agile environment, especially in strategic roadmaps (essential)
• Skilled in agile analysis techniques for user stories and acceptance criteria (essential)
• Advanced proficiency in MS Office 365, particularly Excel (essential)
• Proven hands-on experience in enterprise bulk marketing systems such as SAP Marketing Cloud, Watson Campaign Automation, SalesForce Marketing Cloud, Braze etc. (essential)