Customer Engagement Lead
Overview
At PEP, our purpose is to make it possible for everyone to look and feel good. We are looking for a Customer Engagement Lead to architect our customer experience, unlock the full potential of our Martech platform, and lead a high-performance, multidisciplinary team. Your mission is to inspire customers to love and choose PEP. By turning data into deeply personalized experiences, you and your team will ensure our customers always feel understood and valued. In this role, you’re the person who takes PEP’s mountain of data and turns it into real, meaningful moments for our customers. You will be the bridge between our tech teams and our business goals—making sure everything we do, whether it’s sending a personalized WhatsApp message, recommending the right school gear, or giving out loyalty rewards, feels natural, helpful, and completely focused on the customer shopping with us.
Requirements
- A Bachelor’s Degree in Business Science, Marketing, Data Analytics, or a related field.
- An MBA or Honours degree in a relevant field (Highly Advantageous).
- A MarTech Accreditation: Strategic certifications in Salesforce or other MarTech platform experience (e.g., Bloomreach, Braze, Insider) preferred.
- 5-8 years of experience in CRM, Digital Marketing, or Customer Experience.
- 5+ years of leadership experience in a senior management role overseeing multidisciplinary teams (Data or Tech).
- Extensive experience in a large-scale Retail, Fintech, or Telecommunications environment.
- Proven history of leading enterprise-level implementations of CDPs (Data Cloud) and Marketing Automation (Marketing Cloud).
- Data & MarTech Fluency: High-level understanding of model deployment, identity resolution, and the 'API economy.'
- Strategic Financial Management: Ability to manage complex consumption-based SaaS budgets and justify ROI to an Executive board.
- Advanced Analytics: Proficiency in interpreting complex data sets and attribution models (Footfall to Digital link).
- Omni-channel Architecture: Deep knowledge of how to bridge physical store behavior with digital engagement.
- Stakeholder Influence: Executive-level presentation and negotiation skills.
- Customer-Centric Design: Expert understanding of loyalty psychology and customer journey mapping.
Responsibilities
- Drive the Omni-channel & Loyalty Framework: Develop and scale a comprehensive ecosystem designed to maximize customer lifetime value and fast-track our omnichannel growth.
- Lead End-to-End Customer Lifecycle Management: Map, optimize, and scale the customer journey from onboarding to retention and win-back, identifying key drop-off points and high-value touchpoints to minimize churn and accelerate long-term engagement.
- Architect Personalization & Communication Strategy: Formulate tailored, hyper-personalized messaging strategies across all customer touchpoints, leveraging dynamic content and behavioral triggers to deliver relevant, contextual experiences at scale.
- Drive ROI via Multi-Channel Campaigns: Design, execute, and continuously optimize high-impact multi-channel campaigns across digital, direct, and push channels, rigorously tracking performance metrics to maximize marketing efficiency and ROI.
- Advance Predictive Intelligence: Transition the business towards advanced predictive capabilities, utilizing machine learning to power a sophisticated 'Next-Best-Action' engine that anticipates customer needs and optimizes ROI.
- Orchestrate MarTech Capabilities: Oversee the functionality and integration of platforms like Salesforce Flex Credit, ensuring flawless synchronization between Data Science, Data Cloud, and Marketing Cloud.
- Foster Cross-Functional Alignment: Partner with Business Units to help them exceed commercial targets by unlocking data-led decision-making and clear customer insights across the organization.
- Lead and Mentor Dynamos (employees): Build, mentor, and grow a high-performance, multidisciplinary team, fostering a culture of innovation, operational excellence, and mutual respect to support long-term strategic goals.
- Manage Portfolio Budgeting: Take full financial accountability for the Customer Engagement portfolio budget and strategic resource allocation.
How to apply
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