Customer Experience Director

1 week ago

Cape Town, Western Cape, South Africa Ad Talent Africa Full time

About Us

At Ad Talent Africa, we're a leading global group of companies dedicated to revolutionizing the health and wellness industry.

The Role

We're seeking a senior dynamic leader to spearhead our member engagement and retention strategy. As our Customer Experience Director, you'll be responsible for developing a clear vision and approach to drive member growth, retention, and revenue streams through targeted marketing initiatives and effective use of customer data.

Your Key Responsibilities

  • Design and implement a robust CRM and marketing automation model to improve the accuracy of 1st party marketing data.
  • Promote member usage through strategic engagement initiatives.
  • Optimize revenue streams by leveraging customer data to inform targeted marketing campaigns.
  • Develop and execute a comprehensive member engagement strategy aligned with our overall business objectives.
  • Leverage CRM systems, tools, and processes to meet business needs.
  • Establish data infrastructure and technology platforms for personalized communications at scale.
  • Analyze customer data to gain insights into behavior and preferences, driving informed marketing decisions.
  • Foster member retention through targeted communication and engagement efforts.
  • Pursue innovative ways to engage and monetize our customer base.
  • Collaborate with the Head of Brand and Communications to ensure consistent messaging across all touchpoints.
  • Evaluate and report on CRM initiative success, providing recommendations for improvement.
  • Create automated member communication journeys based on key triggers and milestones to enhance customer experience.
  • Nurture relationships between Loyalty and other departments within the organization.

Your Requirements

We're looking for an individual with:

  • A minimum of 8+ years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention, and revenue growth.
  • A minimum of 3+ years in a senior leadership role.
  • Solid people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion.
  • In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, Hubspot, or similar.
  • Strong technical knowledge of data analysis, segmentation, and reporting tools.
  • Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels.
  • A strategic mindset, with the ability to think long-term and contribute to our overall business strategy.
  • A creative approach, with a passion for delivering exceptional customer experiences through relevant communication strategies and content.
  • Ability to work in a fast-paced environment, with a strong sense of accountability and ownership.
  • Flexibility and enthusiasm in adapting to changing priorities and business needs.
  • Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping, and customer engagement.
  • Project management skills, working with competing deadlines and utilizing recognized project management software.

What We Offer

We offer a competitive salary of approximately $120,000 per annum, commensurate with experience, along with a range of benefits and opportunities for growth and development.

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