Head of Engagement & Retention

SUMMARY:
We are looking for a results-oriented professional to enhance member engagement, improve satisfaction, and build loyalty through strategic, tailored communication approaches. This position focuses on driving business growth and maximizing revenue by leveraging data-driven insights and cutting-edge digital tools.

POSITION INFO:

Key Objectives
Boost customer retention and usage by developing innovative communication strategies aligned with business goals
Advance the client’s digital platforms, data management systems, and CRM technologies to ensure seamless integration with broader marketing efforts
Identify and capitalize on revenue opportunities through well-crafted marketing campaigns and actionable customer insights

Responsibilities
Strategy Development and Execution:
Create and implement an end-to-end member engagement strategy that aligns with key objectives, such as increasing profitability, driving revenue, and fostering customer growth
Facilitate knowledge sharing and align local and global operations by incorporating best practices across markets

Technology and Systems Management:
Lead the adoption and optimization of digital marketing tools, CRM systems, and marketing automation technologies tailored to meet business needs
Develop and maintain robust data infrastructure to enable scalable and personalized member communications

Cross-Functional Collaboration:
Collaborate with internal teams to ensure seamless integration of marketing systems and campaigns across multiple platforms
Work closely with senior stakeholders and global specialists to align strategies and initiatives with overarching business objectives

Desired Skills and Expertise
Experience and Technical Expertise:
At least 8 years of experience in digital marketing, CRM systems, and marketing automation with a proven history of improving customer retention and driving revenue growth
Proficient in analyzing customer data to uncover trends and insights, using them to craft impactful marketing strategies
Advanced knowledge of platforms such as Salesforce, Braze, HubSpot, Microsoft Dynamics, or similar tools

Creative and Strategic Thinking:
Demonstrated ability to lead the creation of compelling content and campaigns tailored for direct marketing channels, including email marketing, journey mapping, and engagement strategies
A forward-thinking mindset with the ability to balance immediate results with long-term planning

Project and People Management:
Over 3 years in senior leadership roles, with experience guiding cross-functional teams to deliver successful outcomes
Expertise in project management tools such as Asana, Podio, or Monday.com, managing multiple priorities effectively

Leadership and Communication:
Strong interpersonal skills, capable of building relationships and influencing stakeholders at all organizational levels
A proven track record of fostering collaboration and achieving results through diverse team leadership

Additional Qualities
Highly adaptable and comfortable in fast-paced environments, with a strong sense of ownership and accountability
Passionate about creating exceptional customer experiences through strategic communication and innovative content
Enthusiastic and flexible in adjusting to evolving business needs and priorities


Contact Jade Lee Geldenhuys on or , quoting the Ref: CTD000017.

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