Director of Customer Experience Strategy

1 week ago

Cape Town, Western Cape, South Africa Ad Talent Full time
Job Title: Director of Customer Experience Strategy

We are seeking an experienced Director of Customer Experience Strategy to lead our member engagement and retention efforts.

The ideal candidate will have a proven track record of driving customer engagement, retention, and revenue growth through CRM initiatives.

About the Role:
  • Develop a clear strategy and approach to Member Engagement.
  • Improve the accuracy of 1st party marketing data by building a robust CRM and marketing automation model.
  • Grow member usage.
  • Optimise revenue streams and business growth through targeted marketing initiatives and effective use of customer data.
  • Develop and execute a comprehensive member engagement strategy aligned with overall business goals.
  • Lead the implementation of CRM systems, tools, and processes to meet business needs.
  • Establish the necessary data infrastructure and technology platforms for personalised communications at scale.
  • Analyse customer data to gain insights into customer behaviour and preferences, informing targeted marketing campaigns.
  • Drive member retention through targeted communication and engagement initiatives.
  • Explore and implement innovative ways to engage and monetise the customer base.
  • Collaborate with the Head of Brand and Communications to ensure consistency and alignment of messaging across all customer touchpoints.
  • Evaluate and report on the success of CRM initiatives, making recommendations for improvements.
  • Establish automated member communication journeys based on key triggers and milestones to enhance customer experience.

This is a senior leadership role requiring a minimum of 8 years of experience in CRM and marketing automation, with a strong track record of driving customer engagement, retention, and revenue growth.

Requirements:
  • 8+ years of experience in CRM and marketing automation.
  • A minimum of 3+ years within a senior leadership role.
  • Solid and proven 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 up to Group EXCO.
  • A strategic mindset with the ability to think long-term and contribute to the overall business strategy.
  • A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content.
  • Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership.
  • Flexibility and enthusiasm in adapting to changing priorities and business needs.

Salary: $120,000 - $180,000 per annum (dependent on experience)

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