Customer Engagement Manager (Strategy and Rewards)

Job description

About the job The purpose of the Customer Engagement Manager is to lead the development and delivery of data-led customer engagement strategies that grow customer value, loyalty and profitability across the Rewards programme. The role translates customer, commercial and behavioural insights into prioritised engagement roadmaps, scalable CRM solutions and measurable growth initiatives. Working across data science, analytics, product, technology, buying, commercial, marketing and operations, the role provides specialist direction, influences senior stakeholders and ensures that customer engagement capabilities and campaigns deliver sustained business value. What you'll do Own and translate the customer engagement strategy into a prioritised roadmap and delivery backlog aligned to business growth objectives. Lead cross-functional engagement with senior business stakeholders to identify customer growth opportunities and shape customer-centric campaign plans. Use customer, behavioural and commercial insights to design lifecycle, retention, loyalty and value-growth strategies across priority customer segments. Direct the development and optimisation of personalised customer experiences across direct, owned and omnichannel touchpoints. Establish testing, measurement and optimisation approaches that improve campaign effectiveness, customer lifetime value and return on engagement investment. Partner with data science, analytics, product and technology teams to define requirements and deliver scalable customer engagement capabilities. Influence buying, commercial, brand and operations teams to integrate Rewards priorities into promotional and customer communication plans. Monitor market trends, customer needs and emerging engagement practices, recommending improvements and new value propositions. Track performance against agreed customer and commercial measures, identify risks and provide clear recommendations to senior stakeholders. Provide specialist guidance, quality oversight and day-to-day direction to team members and delivery partners. What you bring Degree in Business, Marketing, Customer Analytics or a related field – (essential). 5+ years’ experience in customer engagement, loyalty, CRM or data-led marketing, including responsibility for complex strategies or programmes – (essential). Demonstrated experience using customer data, analytics and technology to personalise experiences and deliver measurable commercial outcomes – (essential). Experience influencing senior stakeholders and leading cross-functional delivery across commercial, marketing, product, data and technology teams – (essential). Experience defining strategic roadmaps, business requirements, user stories, acceptance criteria and performance measures in an agile environment – (essential). Advanced analytical capability and proficiency in Microsoft 365, particularly Excel and presentation tools – (essential). Key competencies and work ethic Analytical, data-driven, and highly numerate – Strong ability to collect, organise and assimilate disparate and multiple pieces of data to guide decision-making and develop optimal solutions. Clearly translates results into actionable insights for the organisation. Deep knowledge and passion for data and its range of possibilities, applications, and value for the business. Able come up to speed quickly on our applications, technologies, and processes. Commercial and financial acumen – Understands financial principles and its application within business. Knows how business operates, what the key processes, issues and risks are that drives success; and how they impact on commercial viability and profitability. Collaborative partner – Builds relationships both internally and externally. Open, honest and direct, comfortable giving and receiving feedback. Thinks and act independently as well as collaboratively. Change agent - Seeks out problems and opportunities for change. Energized by working both independently and interdependently within the digital network and across functions; is open to change and motivated to work agile. Project management skills - Ability to organize and prioritize multiple projects at various complexities to meet deadlines in a fast-paced environment with overlapping, conflicting priorities. Keen sense of urgency and focus on operational efficiency - manages multiple demands by working smartly, efficiently, and effectively. Stays on top of the detail while effectively prioritising and delivering on urgent and important tasks. Innovative and solution-orientated – Thinks outside the box to produce creative solutions while applying sound judgment to generate short- and long-term value. Use technical expertise to question, understand and challenge solutions and software implementation decisions / priorities. Communication skills – Strong communication skills to negotiate with buying community. Able to convert complex concepts and analytical findings into well-articulated verbal, written and visual messages to non-technical and business audiences. Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included. We are committed to Employment Equity when recruiting internally and externally. Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period. If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.