Team Lead CX

Are you ready to take customer engagement to the next level? As Team Lead CX in Johannesburg, this role is at the forefront of crafting unforgettable experiences for players across the vibrant South African online gaming landscape. This position is more than just managing customer journeys—it's about transforming touchpoints into meaningful connections that drive long-term loyalty and value. From unconverted players to engaged regulars, the Team Lead CX will map out and optimize every stage of the player lifecycle, ensuring that the experience is exciting, seamless, and constantly evolving.

This is a strategic leadership role for someone who thrives in a fast-paced, data-driven environment, where creativity meets analytics. The successful candidate will design and implement game-changing initiatives that shape how players interact with the brand, using insights and cutting-edge strategies to continually improve conversion, retention, and customer satisfaction.

Your key job responsibilities as the Team Lead CX in Johannesburg will include:

• The Team Lead CX will develop and implement innovative strategies that increase player acquisition, retention, and loyalty. They will oversee the entire lifecycle—from onboarding new players to re-engaging inactive users.
• Designing localized, segmented campaigns tailored to different player groups, the Team Lead CX will ensure offers and promotions resonate with their target audience.
• By analyzing customer behaviour and data insights, they will adapt communications and personalize player experiences to optimize conversion, retention, and overall customer value.
• The Team Lead CX will be responsible for finding fresh solutions to challenges, enhancing processes, and consistently improving the player experience.
• You will work closely with cross-functional teams to align lifecycle initiatives with broader business objectives, ensuring seamless execution and meaningful results.
• Create and launch cost-effective, engaging offers and promotions that stand out, utilizing player segmentation to deliver personalized messaging.
• Take full responsibility for the retention lifecycle calendar, ensuring campaigns are exciting, locally relevant, and aligned with player interests.
• Spearhead innovative campaigns that grow the player base and keep current players engaged with market-driven ideas.
• Analyze market trends and competitor activities to ensure campaigns are ahead of the curve and competitive in the marketplace.
• Evaluate campaign performance, providing data-backed insights to refine strategies and improve future initiatives.
• Identify and engage key customer segments through targeted, data-driven campaigns that resonate with players on a personal level.
• Safeguard the player journey, ensuring a seamless and enjoyable experience from first interaction to long-term engagement.
• Be the go-to expert on CRM best practices and lifecycle management, driving innovation and excellence in customer retention strategies.
• Supporting Broader Marketing Initiatives: Assist in other web marketing responsibilities when required, demonstrating flexibility and a team-oriented approach.

Requirements for this Team Lead CX job in Johannesburg:

• A marketing degree or relevant qualification is essential.
• A minimum of 3 years' experience in marketing, ideally within the online betting or gaming industry.
• Strong knowledge of the online casino and betting landscape, with the ability to identify trends and shape strategies around them.
• Expertise in analyzing data and turning insights into actionable marketing strategies that drive player loyalty.
• Proven project management skills, capable of handling multiple tasks while maintaining focus on deadlines and targets.
• A creative thinker with a strategic, problem-solving mindset, eager to find innovative solutions.
• Excellent interpersonal and negotiation skills, able to work across diverse teams and maintain alignment on shared goals.
• Highly computer literate, with a willingness to embrace new tools, technologies, and methods.
• Ability to work effectively under pressure, adapting to changes swiftly and maintaining performance standards.
• excel in a collaborative, high-energy setting that values creativity and the drive to push boundaries within the online gaming industry.
• Take full responsibility for the entire player lifecycle, with the ability to execute strategies that deliver impactful results and generate moments of WOW for the customer base.

If you're a dynamic leader with a passion for creating innovative campaigns and driving meaningful customer engagement, we want to hear from you Bring your expertise in the online gaming industry and make an impact in shaping the player journey across South Africa.

Apply today and be part of a team that values creativity, data-driven strategies, and delivering exceptional player experiences. Let's create unforgettable moments together