Job Description

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Responsible for planning, implementing and optimising customer engagement campaigns across digital channels, incl. but not limited to SMS, USSD, e-mail, push and in-app.
Roles and Responsibilities
Martech:

• Responsible for implementing and managing CRM tools, CDP tools, SDKs and APIs required to fuel engagement campaigns.
• Ensure compliant implementation of data pipes and events to enable engagement journeys across Martech platforms (according to GDPR and tenant regulations).
• Work closely with BI and data security teams to ensure compliant data usage and management through Martech stacks
• Provide insights and best practices to drive continues improvement in the Martech landscape.
• Manage Martech vendors.
• Manage engagement budget and spend.
• With the Product team, launches new on-platform engagement channels to communicate with customers through their preferred channel.
• With the Partnerships team, ensure the engagement API is implemented and launched across all partners and tenants.
• Monitor the performance and data coming through the engagement API.

Launch and optimization of engagement campaigns

• Ensures the daily execution of engagement comms and plans across channels.
• Creates and implements the engagement strategy across tenants and geographies (cross-channels, digital focus).
• Ensure adequate targeting and segmentation strategy is in place for both automated and manual campaign practices.
• Works with Partnerships, Commercial, Marketing and Product teams to review and optimize acquisition and usage journeys for maximum registration/activation rates, best experience, and ease of use.

Key Metrics (including but not limited to):

• Engagement frequency, variety and duration
• Clicks, impressions
• Unsubscribe requests
• Activation/registration rate
• Daily Active Users (DAU)
• Monthly Active Users (MAU)
• Retention Rate/ Churn Rate
• Lifetime Value

Behavioral Skills
Attention to Details
Accountability and Ownership
Good organisational and time management skills
Self-motivation
Relationship Building
Flexibility
Problem Solving
Balanced Decision-Making
Planning and Organizing
Cultural Awareness
Stress Management
Leadership
Technical Competencies/Skills

• In-depth knowledge of digital cross-channel engagement journeys, Martech platforms, best practices for CVM, CRM, customer engagement, and customer analytics.
• Strong understanding of Martech tools (i.e. CRM, CDP - Braze, Clevertap, Segment, Mparticle) and automated journey management.
• Solid knowledge of website, in-app and BI analytics tools (e.g. Google Analytics, Tableau, Mixpanel, Matomo).
• Demonstrable experience in leading engagement campaigns from the idea stage through to their execution and implementation.
• Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate.
• Excellent analytical abilities.
• Outstanding communication and interpersonal skills.
• Up-to-date on the latest trends and technologies in digital campaign management and engagement.

Requirements:
Education
Bachelor's degree in Marketing, Business Administration, IT, Media Management or similar qualification in relevant field preferred.
Experience
Minimum of 5 years working experience in a CVM (customer value management), Marketing technology or customer engagement position.
Licenses and certifications
CRM Certification - Braze, Clevertap or Salesforce Marketing Cloud or equivalent
CDP certification - Segment, Mparticle or equivalent
Benefits:
Pension
Medical Aid