Manager: Client Engagement

Purpose of the Role

• We are looking for a strategic and client-focused Client Engagement Manager to drive client value through the development and execution of client engagement strategies, campaigns, programmes, and lifecycle initiatives.
• This role is responsible for owning a dedicated business portfolio and partnering closely with business stakeholders to develop and deliver meaningful, data-driven client engagement solutions that improve client outcomes, deepen relationships, and support business objectives.
• The successful candidate will act as the bridge between business strategy and client engagement execution, ensuring that engagement initiatives are aligned to client needs, commercial objectives, and long-term value creation.

Experience

Essential Experience

• 5+ years' experience in CRM, client engagement, customer marketing, customer value management, retention marketing, or a similar discipline.
• Experience developing and executing client engagement strategies in a complex, customer-centric environment.
• Demonstrated experience partnering with senior business stakeholders and influencing decision-making.
• Experience leading cross-functional projects and managing multiple priorities.
• Previous people management experience.
• Strong understanding of client segmentation, customer lifecycle management, campaign management, and CRM practices.
• Proven ability to use data and insights to drive engagement and commercial outcomes.

Highly Preferred

• Banking, financial services, or retail banking experience.
• FMCG, retail, loyalty, rewards, or customer engagement experience within large consumer businesses.
• Experience within a highly data-driven marketing or CRM environment.

Alternative Backgrounds We Would Consider

• We are open to candidates from leading advertising agencies who have operated at Senior Account Manager level or Account Director level.

What You Will Do

• Lead the development and execution of client engagement strategies across a dedicated business portfolio.
• Translate business objectives into actionable client engagement plans, campaigns, programmes, and initiatives.
• Partner closely with senior stakeholders to understand portfolio priorities, opportunities, and challenges.
• Drive the planning and implementation of client lifecycle communications and engagement activities.
• Use client insights, segmentation, CRM data, and performance analytics to inform strategic decision-making.
• Identify opportunities to improve engagement effectiveness through testing, optimisation, and innovation.
• Manage and coach client engagement specialists and cross-functional contributors.
• Collaborate with marketing, analytics, CRM, digital, product, and business teams to deliver integrated solutions.
• Monitor campaign and engagement performance, providing insights and recommendations to stakeholders.
• Continuously challenge existing approaches and seek opportunities to enhance client value and engagement outcomes.

Qualifications (Minimum)

• Bachelor's Degree in Marketing or Business Management

Qualifications (Ideal or Preferred)

• A relevant post-graduate qualification in Marketing or Business Management

Knowledge

MINIMUM:

• Principles of brand marketing
• Data analysis, client profiling and segmentation
• CRM Systems and technology
• Digital marketing and e-commerce
• Strategic marketing management
• Campaign management
• General business/commerce know how
• People management principles and practices
• Internal and external communication methods and practices
• Stakeholder management principles and practices

IDEAL:

• Capitec environment and products.

Skills

• Problem solving skills
• Decision making skills
• Communications Skills
• Management skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)