Content and Engagement Specialist

**Job Classification**

**Requisition**:

- 141913 - Melissa Cloete

**Business Unit** -**Nedbank Private and Wealth cluster | Nedbank Private and Wealth Stockbrokers - Functional area.

**Location**:

- Nedbank Rivonia Campus, 135 Rivonia Road, Sandton

**Closing Date** - 16 September 2025

**Employment Equity Statement - Preference will be given to Applicants from Underrepresented Groups**
- Job Family
- Marketing, Communication and Research
- Career Stream
- Marketing and Brand Management
- Leadership Pipeline
- Manage Self: Professional (MSP)
- FAIS Affected

**Job Purpose**

**This role is on a hybrid basis and requires you to be onsite for at least 4 days per week and more if needed for events, functions or where specific attention is needed. The onsite role is based at 135 Rivonia Road in Johannesburg**
- The Content and Engagement Specialist leads the creation and distribution of internal and external content to enhance client experience, understanding and brand loyalty in the stockbroking space. This role involves understanding and identifying areas within the business that impact the quality of all internal and external communication channels. The development of new engagement channels and new ways of communicating.

**Responsibilities**:
**Develop and Manage Content Strategy Across Existing and New Digital Channels**
- Design and execute a comprehensive content strategy tailored to both current and emerging digital platforms (e.g., website, social media, client portals).
- Ensure content is consistent with brand identity, business objectives, and audience expectations.
- Continuously evaluate channel performance and adapt strategies to maximize reach and engagement.

**Write, Edit, and Publish Articles, Guides, and Information Packs for Client Information Purposes**
- Produce high-quality, informative content that supports client understanding of products, services, and processes.
- Edit and proofread materials for clarity, accuracy, and tone.
- Publish content in a timely manner across appropriate platforms.

**Manage Instant Engagement Channels**
- Oversee real-time communication for existing and new social platforms.
- Ensure prompt, professional, and helpful responses to client inquiries.
- Monitor engagement quality and escalate issues as needed

**Job Responsibilities Continue**

**Identify, Research and Implement the most Relevant Engagement Channels**
- Conduct market and audience research to determine the most effective platforms for client communication.
- Evaluate emerging technologies and trends to expand engagement opportunities.
- Recommend new channels based on client behaviour and preferences.
- Implement the necessary platforms with the relevant approvals.

**Collaborate with Internal Teams to Align Messaging with Business Goals**
- Work closely with marketing, product, operations, and customer service teams to ensure unified messaging.
- Participate in strategic planning sessions to understand evolving business priorities.
- Translate complex business concepts into accessible client communications.

**Monitor Trends and Client Feedback to Refine Content**
- Analyse client feedback, industry trends, and competitor activity to identify content gaps and opportunities.
- Adjust messaging and formats to better meet client expectations and improve engagement

**Responsibilities**:
**Host Monthly Quality Assurance Sessions with the Contact Centres**
- Facilitate structured reviews of client interactions to assess communication quality and consistency.
- Provide actionable feedback and training recommendations to contact center teams.
- Document findings and track progress over time.

**Submit Monthly Reports to Admin Managers on Areas of Improvement for the Contact Centres**
- Compile insights from QA sessions, client feedback, and performance metrics.
- Highlight recurring issues, training needs, and operational inefficiencies.
- Recommend and track implementation of corrective actions.

**Suggest and Implement Strategies to Improve Quality of All Client Touch Points**
- Evaluate the effectiveness of various client interaction channels and materials.
- Propose enhancements to scripts, workflows, and digital interfaces.
- Collaborate with relevant teams to implement improvements and measure impact.

**Track Engagement Metrics and Generate Reports**
- Use analytics tools to generate insights and performance reports.
- Present findings to stakeholders with recommendations for optimization.
- Essential Qualifications - NQF Level
- Advanced Diplomas/National 1st Degrees
- Preferred Qualification
- An Advanced Diploma or Degree in Marketing
- Social media marketing certificate
- Language and business writing certificate
- Minimum Experience Level
- 10-12 years of Stockbroking and customer service experience required.

**Technical / Professional Knowledge**
- Strong interpersonal and communication skills
- Business Acumen
- Digital Marketing
- Project Management
- Data analysis and lateral t