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Manager: Client Engagement

1 month ago

Stellenbosch, South Africa Capitec Full time

Join Us in Becoming the Best Bank in the World

We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.

Who We Are

We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.

Why choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.

About the role

This role is crucial in leveraging CRM platforms to drive the end-to-end development and implementation of client engagement campaigns, programs, and prompts across the client lifecycle. By utilizing CRM systems, you will gain valuable insights into client behavior, preferences, and segmentation, allowing for more targeted and effective engagement strategies. This includes overseeing every stage of campaign development—from concept to execution—ensuring each initiative is tailored to enhance client value, foster long-term relationships, and align with business objectives. Your expertise will be vital in maximizing the capabilities of CRM technology to create personalized, data-driven interactions that resonate with our diverse client base.

Using Data, Experimentation, and Behavioral Science to Craft Client Engagement Strategies

In this role, you will harness the power of data, experimentation, and behavioral science to craft personalized client engagement strategies that resonate with our diverse client base. By applying a deep understanding of client behavior, psychological triggers, and data analytics, you will lead initiatives that optimize interactions across the client lifecycle. Experimentation will play a key role in validating hypotheses and refining strategies through A/B testing, pilot programs, and iterative improvements.

You will develop data-driven frameworks that leverage predictive analytics to anticipate client needs and preferences, creating more personalized and meaningful touchpoints. Utilising behavioral science principles, such as nudging and decision biases, you will craft prompts and engagement tactics designed to influence positive client outcomes, enhance retention, and drive client lifetime value (CLV). This approach ensures that engagement strategies are both innovative and effective, continuously adapting to client behaviors and delivering measurable business impact.

What you will be doing

To deliver business and client value, and enhance client engagement though:

- Executing the Client Engagement strategy
- Managing the development and implementation of client engagement campaigns, programmes and prompts across the client engagement life cycle.
- Contributing subject matter insights towards the improvement of client engagement strategies.

Key Performance Areas

Execution of Client Engagement Strategy:

- Implement the client engagement strategy to drive business value and strengthen client relationships.

CRM Platform Utilization:

- Leverage CRM systems to analyze client data, segment clients, and gain valuable insights into client behavior and preferences.

Management of CRM Architects:

- Lead a team of CRM Architects, providing guidance and support to ensure the successful design and execution of CRM-driven engagement strategies.

Strategy Improvement:

- Contribute subject matter expertise to refine and continuously improve client engagement strategies.

Our ideal candidate has

- 5+ years marketing experience in a large, complex and client focused organisation
- Proven experience in delivering and executing CRM strategies, systems and data
- Previous experience in managing a team

Qualifications (Minimum)

Bachelor's Degree in Marketing or Business Management

Qualifications (Ideal or Preferred)

A relevant post-graduate qualification in Marketing or Business Management

Minimum

- Principles of brand marketing
- Data analysis, client profiling and segmentation
- CRM Systems and technology
- Digital marketing and e-commerce
- Strategic marketing management
- Campaign management
- General business/commerce know how
- People management principles and practices
- Internal and external communication methods and practices
- Stakeholder management principles and practices

Knowledge

MINIMUM:

- Principles of brand marketing
- Data analysis, client profiling and segmentation
- CRM Systems and technology
- Digital marketing and e-commerce
- Strategic marketing management
- Campaign management
- General business/commerce know how
- People management principles and practices
- Internal and external communication methods and practices
- Stakeholder management principles and practices

If you are interested in being part of this dynamic team, on a mission to build the best bank in the world through unlocking the potential of its people, please apply. We would love to hear from you

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.

Conditions of Employment

- Clear criminal and credit record