Customer Engagement Manager

Purpose of the Job The Customer Engagement Manager is responsible for building and nurturing positive, long-term relationships with customers. This role focuses on increasing customer engagement through strategic communication across digital and direct marketing channels and promoting product adoption and loyalty. The Manager will act as the voice of the customer within the organization, working cross-functionally to deliver an exceptional customer experience and create a community of engaged and satisfied customers. Key Responsibilities Develop and implement customer engagement strategies to maximize retention and deepen relationships across customer segments. Collaborate with marketing, product, and sales teams to design campaigns and initiatives that promote active product use, new feature adoption, and customer success stories. Effectively lead and manage the Customer Engagement team, ensuring continuous upskilling based on evolving marketing technologies. Lead Marketing Cloud requirements gathering for campaigns and projects. Establish and oversee end-to-end campaign execution, including review, approvals, measurement, insights, and optimization. Manage the campaign calendar, prioritizing initiatives based on business goals and bandwidth. Oversee campaign strategy, assets, and approvals while ensuring compliance with branding and best practices. Implement A/B and multivariate testing methodologies to optimize campaign performance. Ensure high-quality campaign execution, including audience segmentation, personalization, functional testing, tracking, and scheduling. Engage in continuous learning through platforms like Salesforce Trail head and other relevant training opportunities. Map and optimize the end-to-end customer journey, identifying key touchpoints and areas for improvement. Gather customer insights to drive enhancements in product offerings and services. Track, analyze, and report on campaign performance, leveraging data to drive continuous improvement. Partner with internal teams to address customer needs and identify process efficiencies. Provide regular updates and training to internal teams on customer engagement strategies and best practices. Skills & Competencies Proven experience in customer engagement across digital and direct channels, including Email, SMS, In-app, WhatsApp, social media platforms, and Google. Experience leading integration projects. Strong communication skills with the ability to simplify complex concepts and build strong relationships. Knowledge of POPIA and data privacy regulations. PMP certification preferred. Experience & Qualifications Tertiary qualification in business management, marketing, or a related field. Proficiency in Microsoft Office Suite (Word, PowerPoint, Outlook, Teams, Excel). 5+ years' relevant experience in a similar role, preferably in mobile, digital, loyalty, franchising, or FMCG industries. Experience in the restaurant or franchise operations sector is advantageous. 5+ years of experience managing campaign operations. 2+ years of hands-on experience with marketing automation solutions. Salesforce Marketing Cloud experience is advantageous.