Head of Member Engagement & Retention – Global Health & Wellness Group
Loyalty – Marketing, Digital Direct / CRM Marketing – Digital
Cape Town – Western Cape
Hey heavy lifters, are you ready to flex your CRM muscle and exercise your right to reach and maintain peak performance in member engagement and retention? We have a dynamic opportunity for a senior Head of Member Engagement & Retention at a renowned global health & wellness group, in-office, in Cape Town.
Your core purpose as Head of Member Engagement & Retention for this inspiring brand will be to grow member usage, satisfaction, and loyalty by developing personalised communication strategies that enhance engagement and retention.
You’ll also be responsible for optimising revenue streams and business growth through targeted marketing initiatives and the effective utilisation of customer data.
It’s time to jump in and lead the advancement of the Group’s South African CRM capabilities, ensuring seamless integration with broader marketing efforts and global strategies.
So, if strengthening the core of a robust and popular brand’s CRM, Loyalty, Engagement and Retention energises you, then this role is a great fit! Apply today!
Responsibilities
- Develop and execute a comprehensive member engagement strategy that aligns with the overall business goals (net growth, revenue, EBITDA)
- Lead the implementation of CRM systems, tools, and processes to ensure they meet the needs of the company
- Establish the necessary data infrastructure and technology platforms to enable personalised communications at scale
- Analyse customer data to gain insights into customer behaviour and preferences and use these insights to inform the development of targeted marketing campaigns
- Drive member retention through targeted communication, engagement initiatives
- Explore and implement innovative ways to engage and monetise the customer base
- Collaborate with the Head of Brand and Communications to ensure consistency and alignment of messaging across all customer touchpoints
- Partner with the Head of Acquisition Marketing to develop integrated marketing campaigns that attract and retain customers
- Collaborate with other departments, such as sales, product, loyalty, and customer service, to ensure a seamless customer experience
- Evaluate and report on the success of CRM initiatives and make recommendations for improvements
- Establish automated member communication journeys based on key triggers and milestones to enhance the customer experience
- Collaborate with global CRM specialists to influence and contribute to the broader CRM strategy within the company
- Provide guidance, support, and personal development to Loyalty Manager as their direct line manager
- Facilitate relationships between Loyalty and other departments across the business.
- Improve 1st party marketing data accuracy by building a robust CRM and marketing automation model
- Improve efficiency and effectiveness of member engagement (open rates, engagement rates)
- Leverage CRM communications to: Increase member usage
- Identify and capitalise on opportunities to drive ancillary revenue streams
- From a member perspective, have a single view of customer communications, ensuring it is relevant, accurate and compliant based on their subscription preference
- The net impact of all activities must be a reduction in monthly churn and annual attrition rates
- From a non-member perspective, ensuring communication aligns with what has been opted in for, accurately portrays the business and is influential in driving eventual sign up
- People Leadership and development.
Requirements
The successful candidate must have/be:
- Industry relevant Degree/Diploma
- 8+ years of experience in CRM and marketing automation, with a proven track record of driving customer engagement, retention, and revenue growth through CRM initiatives
- A minimum of 3+ years of experience within a Senior leadership role
- Solid and proven people leadership skills, with the ability to manage cross-functional teams and drive projects to successful completion
- In-depth understanding and hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot, or similar
- Strong technical knowledge of data analysis, segmentation, and reporting tools
- Excellent communication and interpersonal skills, with the ability to collaborate and influence stakeholders at all levels up to Group EXCO
- A strategic mindset with the ability to think long-term and contribute to the overall business strategy
- A creative thinker with a passion for delivering exceptional customer experiences with relevant communication strategies and content
- Ability to work in a fast-paced and dynamic environment, with a strong sense of accountability and ownership
- Flexibility and enthusiasm in adapting to changing priorities and business needs
- Knowledge and certifications in areas such as content marketing, analytics, email marketing, marketing automation tools, lead generation, customer journey mapping, and customer engagement
- Project management skills. Working with competing deadlines, managing the company’s output using recognised project management software (Asana, Podio, Monday.com etc.).
Level of Expertise: Senior
Remuneration: Negotiable
Consultant: Kim
Reference Number: #Kim1062
