Customer Engagement Manager - ShopriteX

The purpose of the Customer Engagement Manager is to deliver digital and analytical solutions that optimize Shoprite’s customer engagement capabilities while delivering customer growth and profitability within the Rewards program. The role generates and translates data into meaningful insights, and collaborates with a cross functional team of data scientists, analysts, product managers, agile delivery, and technology teams in incremental deployments. The role also works in close partnership with business stakeholders including buying, commercial, marketing and operations teams, to enable the delivery of Shoprite’s customer engagement and growth agenda.

Job Category: Marketing

Job Objectives

• Implement the product roadmap for customer engagement in order to inform the creation and prioritisation of the backlog.
• Collaborate with business stakeholders from multiple departments to deliver their business objectives through customer centric campaigns.
• Unlock new customer opportunities to keep customers engaged with the Rewards program.
• Continuously research industry trends and customer needs and implement reward strategies in order to Acquire new customers.
• Analysis and execution of customer lifetime value / customer life-cycle campaigns.
• Plan and deliver Rewards CRM strategies that encourage customer retention and customer loyalty.
• Grow customer profitability by utilizing the full suite of offers from the Shoprite Group.
• Work closely with all departments to ensure the Rewards Customer Engagement works effectively for all aspects of the Shoprite Group.
• Use direct and owned marketing channels to communicate personalized experiences to customers.
• Implement testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Work with data science capabilities to use technology to deliver a personalized experience for customers across all channels.
• Work with Shoprite Product team to deliver a strong omnichannel customer experience.
• Support commercial teams to ensure strong promotional coverage of rewards deals.
• Work with brand teams to ensure rewards deals and campaigns are a focus in all ATL marketing channels.

Qualifications

• Degree or Diploma in Business, Marketing or a related field – (essential).

Experience

• +4 years in a similar capacity or role, with experience delivering marketing and CRM strategies – (essential).
• Experience in an agile environment, particularly delivering strategic roadmaps – (essential).
• Experience applying agile analysis techniques for creating user stories and acceptance criteria – (essential).

Knowledge and Skills

• Proven track record of using customer data and technologies to personalise the customer experience – (essential).
• Strong proficiency in MS Office 365 with an advanced level of Excel capability – (essential).
• 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. Thanks 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.
• Strong sense of urgency and focus on operational efficiency - manages multiple demandsby 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 come up with 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.