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Team Lead CX Strategist

2 months ago

Johannesburg, Gauteng, South Africa Initiate International Full time
Job Title: Team Lead CX

Initiate International is seeking a highly skilled and experienced Team Lead CX to join our team in Johannesburg. As a key member of our customer experience team, you will be responsible for developing and implementing innovative strategies to increase player acquisition, retention, and loyalty.

Key Responsibilities:
  • Design and implement localized, segmented campaigns tailored to different player groups to ensure offers and promotions resonate with our target audience.
  • Analyze customer behavior and data insights to adapt communications and personalize player experiences, optimizing conversion, retention, and overall customer value.
  • Develop and execute strategies to find fresh solutions to challenges, enhance processes, and consistently improve the player experience.
  • Work closely with cross-functional teams to align lifecycle initiatives with broader business objectives, ensuring seamless execution and meaningful results.
  • Create and launch cost-effective, engaging offers and promotions that stand out, utilizing player segmentation to deliver personalized messaging.
  • Take full responsibility for the retention lifecycle calendar, ensuring campaigns are exciting, locally relevant, and aligned with player interests.
  • Spearhead innovative campaigns that grow the player base and keep current players engaged with market-driven ideas.
  • Analyze market trends and competitor activities to ensure campaigns are ahead of the curve and competitive in the marketplace.
  • Evaluate campaign performance, providing data-backed insights to refine strategies and improve future initiatives.
  • Identify and engage key customer segments through targeted, data-driven campaigns that resonate with players on a personal level.
  • Safeguard the player journey, ensuring a seamless and enjoyable experience from first interaction to long-term engagement.
  • Be the go-to expert on CRM best practices and lifecycle management, driving innovation and excellence in customer retention strategies.
  • Support broader marketing initiatives as required, demonstrating flexibility and a team-oriented approach.
Requirements:
  • A marketing degree or relevant qualification is essential.
  • A minimum of 3 years' experience in marketing, ideally within the online betting or gaming industry.
  • Strong knowledge of the online casino and betting landscape, with the ability to identify trends and shape strategies around them.
  • Expertise in analyzing data and turning insights into actionable marketing strategies that drive player loyalty.
  • Proven project management skills, capable of handling multiple tasks while maintaining focus on deadlines and targets.
  • A creative thinker with a strategic, problem-solving mindset, eager to find innovative solutions.
  • Excellent interpersonal and negotiation skills, able to work across diverse teams and maintain alignment on shared goals.
  • Highly computer literate, with a willingness to embrace new tools, technologies, and methods.
  • Ability to work effectively under pressure, adapting to changes swiftly and maintaining performance standards.
  • Excel in a collaborative, high-energy setting that values creativity and the drive to push boundaries within the online gaming industry.
  • Take full responsibility for the entire player lifecycle, with the ability to execute strategies that deliver impactful results and generate moments of WOW for the customer base.

If you're a dynamic leader with a passion for creating innovative campaigns and driving meaningful customer engagement, we want to hear from you. Bring your expertise in the online gaming industry and make an impact in shaping the player journey across South Africa.

Apply today and be part of a team that values creativity, data-driven strategies, and delivering exceptional player experiences. Let's create unforgettable moments together.