Customer Engagement Specialist

2 weeks ago


Durban, KwaZulu-Natal, South Africa Hollywoodbets Full time

About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Hollywoodbets. This is a strategic leadership role responsible for bridging the gap between our customers and our brand.

Responsibilities

  1. Understand and document our customer-centric process and journey.
  2. Create and implement strategies that drive customer acquisition, retention, and reactivation.
  3. Be the expert on our customers - who are they, how, when, and why they make the decisions they do, any barriers to buying, and build strong relationships with them by gathering customer feedback in real-time.
  4. Collaborate with marketing, product, contact centre, customer support, BI, BA, and other teams to develop and map out our customer journeys ensuring we provide the best possible customer experience.
  5. Develop and implement strategies that drive the acquisition of new customers, retention of existing customers, and reduce customer churn.
  6. Work with teams across the business to create and implement strategies that increase customer satisfaction rates and drive customer loyalty.
  7. Identify key triggers that will improve acquisition, retention, and communication strategies.
  8. Champion opportunities to consistently improve the Hollywoodbets customer experience and be the voice of the customer.

Requirements

  • A minimum of 5 years of experience in performance marketing, brand management, communication, and advertising.
  • A minimum of 5 years in a management role.
  • A minimum of 5 years of CRM and customer experience.
  • A valid driver's license and a reliable means of transportation.

What You'll Bring To The Team

  • Excellent communication skills and the ability to communicate with people from diverse backgrounds.
  • The ability to develop and maintain professional business associations at all levels.
  • Understanding of main business drivers in order to impact on decision-making, demonstrating financial awareness; controlling costs and thinking in terms of profit, loss, and added value.
  • The ability to interpret organizational strategy and translate this into tactical action plans.
  • Ensure the quality outcome is achieved.


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