Head of Customer Retention

2 days ago

Cape Town, Western Cape, South Africa Ad Talent Full time
Job Title: Head of Member Engagement

We are seeking a seasoned professional to lead our member engagement and retention efforts. As the Head of Member Engagement, you will be responsible for developing and executing a comprehensive strategy to drive member growth, retention, and revenue.

Key Responsibilities:
  • Develop a clear and data-driven member engagement strategy aligned with our overall business goals.
  • Improve the accuracy of 1st party marketing data by building a robust CRM and marketing automation model.
  • Grow member usage and optimize revenue streams through targeted marketing initiatives and effective use of customer data.
  • Lead the implementation of CRM systems, tools, and processes to meet business needs.
  • Analyze customer data to gain insights into customer behavior and preferences, informing targeted marketing campaigns.
  • Drive member retention through targeted communication and engagement initiatives.
  • Explore and implement innovative ways to engage and monetize 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.
Requirements:
  • 8+ years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention, and revenue growth through CRM initiatives.
  • A minimum of 3+ years in 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.
  • Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping, and customer engagement.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced professional looking to take on a new challenge, please submit your application.

  • Head of Customer Retention

    2 weeks ago

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

    Job Title: Head of Member EngagementWe are seeking a seasoned professional to lead our member engagement and retention efforts. As Head of Member Engagement, you will be responsible for developing and executing a comprehensive strategy to drive member growth, retention, and revenue.Key Responsibilities:Develop a clear and compelling member engagement...

  • Head of Customer Retention

    3 weeks ago

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

    {"title": "Head of Member Engagement", "description": "Join Our Team as a Senior Leader in Member EngagementAt Ad Talent Africa, we are seeking a highly skilled and experienced professional to lead our member engagement efforts. As a senior leader, you will be responsible for developing and executing a comprehensive member engagement strategy that drives...

  • Head of Customer Retention Strategy

    4 weeks ago

    Cape Town, Western Cape, South Africa Cape Union Mart Group Full time

    {"title": "Head of Loyalty Program", "description": "Lead Our Loyalty ProgramWe are seeking a seasoned professional to lead our loyalty program, driving customer retention and satisfaction through innovative strategies and data-driven insights.This role requires a strategic thinker with excellent leadership and analytical skills to develop and execute...

  • Junior Retention Specialist

    5 days ago

    Cape Town, Western Cape, South Africa The Legends Agency Full time

    Job Title: Junior Retention RepresentativeReports to: Head of Retentions / Head of SalesSalary: R21 000 - R25 000 (Incentive)Location: Cape Town HybridAbout UsThe Legends Agency is a fast-growing fintech lending to small and medium-sized businesses in the UK.Role OverviewWe are seeking a Junior Retention Representative to focus on maintaining strong...

  • Customer Retention Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa 1-grid Full time

    About 1-gridWe are a leading web hosting company dedicated to delivering top-quality hosting solutions to SMEs in South Africa. Our mission is to grow businesses online with simple and reliable products.Job PurposeThe Retention Agent is responsible for building and maintaining positive relationships with our customers. This role involves proactive...

  • Customer Retention Specialist

    1 month ago

    Cape Town, Western Cape, South Africa 1-grid Full time

    About 1-gridWe are a leading web hosting company dedicated to delivering top-quality hosting solutions to Small and Medium-sized Enterprises (SMEs) in South Africa. Our mission is to grow businesses online with simple and reliable products.Job PurposeThe Retention Agent is responsible for building and maintaining strong relationships with our customers. This...

  • Retention Specialist

    1 week ago

    Cape Town, Western Cape, South Africa AFRIZAN Full time

    Retention SpecialistWe're seeking a dedicated Retention Specialist to help us maintain a strong customer base at AFRIZAN. As a key member of our team, you will play a vital role in crafting and executing targeted campaigns that keep our customers coming back for more.Key Responsibilities:Develop and execute personalized retention campaigns across various...

  • Retention Strategist

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Retention Specialist Job DescriptionInitiate International is seeking a skilled Retention Specialist to join our team in Cape Town. As a key member of our customer retention team, you will be responsible for developing and executing high-impact retention campaigns across various channels, including email, SMS, and push notifications.Key...

  • Retention Expert

    1 week ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Retention SpecialistInitiate International is seeking a skilled Retention Specialist to join our team in Cape Town. As a key member of our customer retention team, you will be responsible for developing and executing high-impact retention campaigns across various channels, including email, SMS, and push notifications.Key Responsibilities:Campaign Execution:...

  • Retention Strategist

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Retention SpecialistImmerse yourself in the fast-paced world of online sports betting and drive customer loyalty through engaging campaigns. As a Retention Specialist, you'll optimize strategies, experiment with innovative techniques, and see the direct results of your work.Key Responsibilities:Campaign Execution: Execute high-impact retention campaigns...

  • Retention Strategist

    3 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Retention SpecialistImmerse yourself in the fast-paced world of online sports betting and drive customer loyalty through engaging, data-driven campaigns. As a Retention Specialist, you'll be the go-to person for executing high-impact retention campaigns across channels like email, SMS, and push notifications.Key ResponsibilitiesCampaign Mastermind: Develop...

  • Junior Retention Specialist

    3 days ago

    Cape Town, Western Cape, South Africa The Legends Agency Full time

    {"h1": "Junior Retention Representative", "p": "We are seeking a highly skilled Junior Retention Representative to join our team at The Legends Agency. As a key member of our retention team, you will be responsible for maintaining strong relationships with existing and past customers, ensuring high levels of satisfaction and driving revenue growth through...

  • Retention Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Virgin Active South Africa Pty Ltd Full time

    Job Title: Retention AgentAt Virgin Active South Africa Pty Ltd, we're seeking a skilled Retention Agent to join our team. As a key member of our customer retention team, you'll play a vital role in ensuring our members have an exceptional experience with our brand.About the Role:We're looking for a highly motivated and results-driven individual to handle...

  • Experienced Retentions Call Centre Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Pathfinders Consulting Pty (LTD) Full time

    {"h3": "Customer Retention Specialist", "p": "At Pathfinders Consulting Pty (LTD), we're seeking a skilled Customer Retention Specialist to join our team. As a key member of our customer service team, you'll be responsible for engaging with customers who are considering canceling or switching services, understanding their concerns, and providing tailored...

  • Experienced Retentions Call Centre Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Pathfinders Consulting Pty LTD Full time

    {"h3": "Customer Retention Specialist", "p": "Are you passionate about delivering exceptional customer experiences and ensuring customer loyalty in a fast-paced dynamic environment? Do you have a proven track record of keeping customers satisfied while working in a retentions team? If you\u2019re an experienced customer retention specialist with VoIP or...

  • Client Retention Specialist

    1 week ago

    Cape Town, Western Cape, South Africa Sanlam Full time

    The RoleAn exciting opportunity has become available for a Retention Specialist in the Client Engagement team at Santam Direct, with a focus on delivering world-class products and services to clients.Key ResponsibilitiesRetain clients by leveraging persuasive skills to identify and address their needs.Create opportunities for retention by proactively...

  • Experienced Retentions Call Centre Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Pathfinders Consulting Pty (LTD) Full time

    Customer Retention RoleWe are seeking an experienced Retentions Call Centre Agent to join our team at Pathfinders Consulting Pty (LTD). As a key member of our customer retention team, you will be responsible for engaging with customers who are considering canceling or switching services, understanding their concerns, and providing tailored solutions to...

  • Experienced Retentions Call Centre Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Pathfinders Consulting Pty (LTD) Full time

    Job Title: Experienced Retentions Call Centre AgentAbout the Role:We are seeking an experienced Retentions Call Centre Agent to join our team at Pathfinders Consulting Pty (LTD). As a key member of our customer retention team, you will be responsible for engaging with customers who are considering canceling or switching services, understanding their...

  • Experienced Retentions Call Centre Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Pathfinders Consulting Pty (LTD) Full time

    Job Title: Experienced Retentions Call Centre AgentAbout the Role:We are seeking an experienced Retentions Call Centre Agent to join our team at Pathfinders Consulting Pty (LTD). As a key member of our customer retention team, you will be responsible for engaging with customers who are considering canceling or switching services, understanding their...

  • Head of Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time

    Job Title: Head of Customer ServiceInitiate International is seeking a seasoned professional to lead our customer service team in Cape Town. As the Head of Customer Service, you will be responsible for driving excellence, innovation, and customer-centric strategies to ensure customer satisfaction and enhance the overall user experience.Key...