Direct Customer Engagement Manager

Purpose of the Job

• The Direct Customer Engagement Manager develops, manages and optimises targeted, multi-channel customer engagement strategies and campaigns to strengthen customer relationships, drive product adoption, usage and retention, and improve customer experience. The role leverages customer insights to deliver personalised, inclusive communications that support financial inclusion, customer loyalty and sustainable business growth.

Job Responsibilities

• Develop and implement direct marketing and customer engagement strategies to support product adoption, usage, retention and customer loyalty.
• Plan, coordinate and execute targeted, customer campaigns across digital, voice, field and community-based channels.
• Segment customer databases and use customer insights to improve targeting, re-engage inactive customers and strengthen customer relationships.
• Monitor and report on campaign performance, using customer engagement data and insights to evaluate effectiveness and identify opportunities for improvement.
• Ensure compliance with applicable legislation, customer consent and data privacy requirements, brand standards and approved communication protocols,

Qualifications and Experience

• Bachelor’s degree in Marketing, Communications, Public Relations, Commerce or a related field (NQF Level 7).
• A postgraduate qualification in Marketing, Communications, Public Relations, Commerce or a related field (NQF Level 8) would be advantageous.
• 5–8 years’ experience in customer engagement or Customer Relationship Management (CRM), including at least three years in financial services, telecommunications or retail banking.
• Proven experience in customer retention programmes, personalised marketing, customer segmentation and the execution of large-scale direct and below-the-line marketing campaigns.
• Experience in financial services marketing, particularly within state-owned entities or organisations serving massmarket and low-income customers, would be advantageous.

Knowledge and understanding of:

• Direct marketing, customer engagement and Customer Relationship Management (CRM) principles and practices.
• Customer segmentation, behavioural insights, personalised marketing and customer retention strategies.
• Multi-channel campaign planning and execution across digital, voice, field and community-based channels.
• Campaign performance measurement, customer engagement metrics, reporting and return on investment.
• Relevant legislative and regulatory requirements, including, FAIS, POPIA and the Consumer Protection Act (CPA), as well as customer consent, data privacy and brand compliance standards.

Skills and Attributes

• Strong planning, coordination and campaign execution skills, with the ability to manage multiple activities and deadlines.
• Analytical skills, with the ability to interpret customer data, measure campaign performance and translate insights into actionable improvements.
• Strong written and verbal communication skills, with the ability to develop clear, relevant and customer-focused messaging.
• Stakeholder management and collaboration skills to work effectively across business units, agencies and service providers.
• Customer-centric approach, with a focus on building trust, improving customer experiences and strengthening engagement and loyalty.
• Strong attention to detail and commitment to compliance, data privacy and quality standards.
• Innovative and proactive approach to improving customer targeting, personalisation, campaign effectiveness and engagement processes.