Urgent Opening For Engagement Lead @ Shadowfax Technologies

BASIC RESPONSIBILITIES:
Develop an engagement and loyalty marketing calendar inclusive of necessary
incentives, partnerships, and messages to drive service frequency, stickiness to
Shadowfax platform
Identify opportunities for program evolution and action upon these opportunities
for future success.
Work closely with the Advanced Analytics team and channel owners to identify
new opportunities to profile and segment our customer database. Develop a
holistic cross channel testing strategy to support ongoing optimization (e.g. tier
migration, re-activation).
Ensure consistent, accurate reporting on Loyalty and Customer Retention
Test new methods of capturing data either through technology improvements,
strategic partnerships, or program enhancements
Partner with the business organization to continue to optimize the loyalty
program based on direct customer feedback and operational needs.
Build and maintain an eco-system of triggered customer journeys that are
tailored around the individual. Leverage technology to automate and test
personalized content at scale.
Partner with other departments to drive personalization across all of the
marketing channels, particularly app notifications, email, social, WhatsApp, SMS
and the web
Work closely with IT and Analytics to manage the database, including ongoing
DB hygiene and testing /validating new data integrations
Support the business from a CRM perspective on the roll-out of key retention
activities
Develop process and procedures necessary to link partners with programs (CRM
& Loyalty)

Collaboration:
The role is also a collaborative position and, as such, he supports the business
and supply department by providing the personnel with his expertise in sales
decision making as well as engaging in consumer acquisition and retention
approaches that complement and support sales efforts.
The role requires close alignment with management and stakeholders in the
formulation of engagement strategies, campaigns, risk management measures,
and solutions as well as the determination of budgetary allocations within the
department.

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Analytics:
The role has analytical responsibilities where it undertakes rigorous monitoring
and evaluation of engagement and loyalty campaigns and activities in order to
measure ROI, prioritize resources, and enable continuous improvement in
consumer acquisition and retention initiatives.
Evaluates data, that is, behaviour, program engagement, rewards redemptions,
user experience analyses, as well as business performance metrics in order to
realize areas of improvement in the business's engagement campaigns, which
will drive better results in consumer acquisition and retention.
Knowledge and Opportunity: The Head of CRM monitors and conducts
research on trends in the CRM field within the commercial sector and identifies
emerging opportunities that the business could capitalize on and gain a
competitive advantage in terms of consumer acquisition and retention in the
market.
Other Duties: The role will also perform other duties as deemed necessary in
the execution of his/her duties and duties as assigned by the Head of Marketing,
or the leadership.
Communication Skills: Communication skills are an important quality for the
role, both in verbal and written form. Being a collaborative position, effective
execution of cross-functional and departmental duties will be highly dependent
on the clarity of communication down the line.
Additionally, the roll has a responsibility to create reports generated in the
execution of his analyses. These reports are presented to senior management
and key stakeholders and have to be well structured, clear, concise, easy to
understand, and unambiguous. Must also be capable of defending the
conclusions and proposals resulting from his findings/reports in an articulate and
convincing manner.
Interpersonal Skills: The engagement lead must be passionate about
facilitating consumer experience and value, the role will be self-motivated and
proactive, he/she will have an insatiable thirst for knowledge, he will display
creative problem-solving skills, he/she will be able to work comfortably in a group
setting, he will be comfortable taking calculated risks, he will readily embrace and
lead change, and he will possess a high level of resilience and display
composure in uncertain situations.
Leadership/People Skills: The role has to have the ability to build positive
internal and external relationships. he/she will have an ability to command a
crowd and move it with a unified vision and towards a common goal. He must be
approachable, relatable, and inspire trust in others, making the collaborating
personnel ready and willing to follow in he/she direction.