Customer Engagement Manager

CTC: R65 000 (included in the total CTC is Medical Aid & Provident Fund)

Location: Century City, Cape Town

Working Type: In-office/Hybrid

Main Responsibilities:

• Develop and execute customer engagement strategies to maximize retention and strengthen relationships across various customer segments.
• Collaborate with marketing, product, and sales teams to create campaigns that drive active product usage, feature adoption, and customer success stories.
• Lead and manage the Customer Engagement team, ensuring continuous upskilling aligned with evolving technology.
• Gather and define Marketing Cloud requirements for campaigns and projects.
• Oversee end-to-end campaign management, including planning, approvals, measurement, insights, and optimizations.
• Manage the campaign calendar (timelines, frequency, audience overlap, freeze periods) and prioritize requests based on business objectives.
• Ensure campaigns align with best practices, brand standards, and compliance requirements.
• Design, implement, and evaluate A/B and multivariate testing strategies to optimize campaign performance.
• Ensure high-quality campaign execution, covering content, segmentation, dynamic personalization, testing, and scheduling.
• Actively engage in Salesforce learning through Trailheads and other educational opportunities.
• Map and optimize customer journeys, identifying key touchpoints to enhance engagement and satisfaction.
• Translate customer insights into actionable improvements in product offerings and services.
• Analyze and report on campaign performance, leveraging insights to drive continuous improvement.
• Collaborate with internal teams to address customer needs and enhance engagement strategies.
• Provide regular updates and training to internal teams on customer feedback and best practices.

Experience Required:

• Tertiary qualification in business management, marketing, or a related field.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook, Teams, Excel).
• Minimum 5 years of relevant experience in digital marketing, loyalty, franchising, or FMCG industries.
• Understanding of franchise operations and restaurant industry experience is advantageous.
• At least 5 years of experience managing campaign operations.
• Minimum 2 years of hands-on experience with marketing automation solutions.
• Experience with Salesforce Marketing Cloud is advantageous.

Skills & Competencies

• Proven experience in customer engagement across digital and direct channels (Email, SMS, In-app, WhatsApp, social media, Google).
• Strong leadership skills, with experience managing teams and projects.
• Ability to simplify complex concepts and build strong relationships across departments.
• Knowledge of compliance frameworks, including POPIA.
• PMP certification preferred.

How can I apply?

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