Engagement Lead

Mondia

  • Midrand, Johannesburg
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Responsible for planning, implementing and optimising customer engagement campaigns across digital channels, incl. but not limited to SMS, USSD, e-mail, push and in-app.Roles and ResponsibilitiesMartech:
  • 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 continues improvement in the Martech landscape.
  • Manage Martech vendors.
  • Manage engagement budget and spend.
  • With the Product team, launches new on-platform engagement channels to communicate with customers through their preferred channel.
  • 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.
Launch and optimization of engagement campaigns
  • Ensures the daily execution of engagement comms and plans across channels.
  • Creates and implements 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.
  • Works 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):
  • Engagement frequency, variety and duration
  • Clicks, impressions
  • Unsubscribe requests
  • Activation/registration rate
  • Daily Active Users (DAU)
  • Monthly Active Users (MAU)
  • Retention Rate/ Churn Rate
  • Lifetime Value
Behavioral SkillsAttention to DetailsAccountability and OwnershipGood organisational and time management skillsSelf-motivationRelationship BuildingFlexibilityProblem SolvingBalanced Decision-MakingPlanning and OrganizingCultural AwarenessStress ManagementLeadershipTechnical Competencies/Skills
  • 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.
RequirementsEducationBachelor’s degree in Marketing, Business Administration, IT, Media Management or similar qualification in relevant field preferred.ExperienceMinimum of 5 years working experience in a CVM (customer value management), Marketing technology or customer engagement position.Licenses and certificationsCRM Certification – Braze, Clevertap or Salesforce Marketing Cloud or equivalentCDP certification – Segment, Mparticle or equivalentBenefitsPensionMedical Aid

Mondia