Financial Manager Johannesburg North

Responsible for planning, implementing, and optimizing customer engagement campaigns across digital channels, including but not limited to SMS, USSD, e-mail, push, and in-app.

Roles and Responsibilities

1. Martech: Responsible for implementing and managing CRM tools, CDP tools, SDKs, and APIs required to fuel engagement campaigns. Ensure compliant implementation of data pipes and events to enable engagement journeys across Martech platforms (according to GDPR and tenant regulations). Work closely with BI and data security teams to ensure compliant data usage and management through Martech stacks. Provide insights and best practices to drive continuous improvement in the Martech landscape. Manage Martech vendors. Manage engagement budget and spend.
2. With the Product team, launch new on-platform engagement channels to communicate with customers through their preferred channel.
3. With the Partnerships team, ensure the engagement API is implemented and launched across all partners and tenants. Monitor the performance and data coming through the engagement API.
4. Automation of engagement communications and journeys: Build automated engagement journeys leveraging CDP and CRM tools. Ensure correct implementation of events tracking to enable automated journeys. Ensure frequency capping and consent management is in place and enforced through manual and automated campaigns. Implement and review automated transactional and marketing communications with the technology teams, including the review of triggers, frequency, and copy to deliver on objectives and legal requirements. Implement and report on engagement campaign key metrics (develop automated reporting through Martech tools / BI tools). Measure and track performance of engagement campaigns, and drive continuous improvement.
5. Launch and optimization of engagement campaigns: Ensure the daily execution of engagement communications and plans across channels. Create and implement the engagement strategy across tenants and geographies (cross-channels, digital focus). Ensure adequate targeting and segmentation strategy is in place for both automated and manual campaign practices. Work with Partnerships, Commercial, Marketing, and Product teams to review and optimize acquisition and usage journeys for maximum registration/activation rates, best experience, and ease of use.

Key Metrics (including but not limited to):

1. Engagement frequency, variety, and duration
2. Clicks, impressions
3. Unsubscribe requests
4. Activation/registration rate
5. Daily Active Users (DAU)
6. Monthly Active Users (MAU)
7. Retention Rate / Churn Rate
8. Lifetime Value

Behavioral Skills:

1. Attention to Details
2. Accountability and Ownership
3. Good organizational and time management skills
4. Self-motivation
5. Relationship Building
6. Flexibility
7. Problem Solving
8. Balanced Decision-Making
9. Planning and Organizing
10. Stress Management
11. Leadership

Qualifications:

In-depth knowledge of digital cross-channel engagement journeys, Martech platforms, best practices for CVM, CRM, customer engagement, and customer analytics. Strong understanding of Martech tools (i.e. CRM, CDP – Braze, Clevertap, Segment, Mparticle) and automated journey management. Solid knowledge of website, in-app, and BI analytics tools (e.g. Google Analytics, Tableau, Mixpanel, Matomo). Demonstrable experience in leading engagement campaigns from the idea stage through to their execution and implementation. Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform, and motivate. Excellent analytical abilities. Outstanding communication and interpersonal skills. Up-to-date on the latest trends and technologies in digital campaign management and engagement.

Education:

Bachelor's degree in Marketing, Business Administration, IT, Media Management, or similar qualification in relevant field preferred.

Experience:

Minimum of 5 years working experience in a CVM (customer value management), Marketing technology, or customer engagement position.

Licenses and Certifications:

CRM Certification – Braze, Clevertap, or Salesforce Marketing Cloud or equivalent. CDP certification – Segment, Mparticle, or equivalent.