The purpose of the Customer Engagement Manager is to deliver digital and analytical solutions that optimise 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 Objectives
- Implement the roadmap for customer engagement 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 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 ShopriteX 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.
- Degree or Diploma in Business, Marketing, or a related field (essential).
- +4 years in a similar capacity or role, with experience delivering marketing and CRM strategies (essential).
- Proven record of accomplishment of using customers data and technologies to personalise the customer experience (essential).
- Experience in an agile environment, particularly delivering strategic roadmaps (essential).
- Experience applying agile analysis techniques for creating user stories and acceptance criteria (essential).
- Strong proficiency in MS Office 365 with an advanced level of Excel capability (essential).
