Engagement Manager
Virgin Active South Africa (Pty) Ltd
Overview
Manage and drive Virgin Active member engagement strategy across lifecycle communications, ensuring that members receive relevant, timely and personalised messages that support acquisition, activation, engagement, retention and win-back. Act as the engagement partner to stakeholders, translating business objectives into member-centric campaigns, programmes, content plans and channel strategies.
Responsibilities
- Develop and manage the member engagement plan across key lifecycle stages including onboarding, habit formation, usage stimulation, retention, win-back and cross-sell/upsell opportunities.
- Understand territory business priorities and translate them into engagement programmes, campaign briefs and journey requirements.
- Define the role of channels, messaging principles, contact approach and behavioural nudges to support the right message, to the right member, at the right time.
- Identify moments of truth in the member journey and motivate engagement interventions that improve member experience, loyalty and retention.
- Conduct A/B testing on journeys to optimise engagement and take-up.
- Own the day-to-day operational excellence and agile work process for the Global Braze Technical Team.
- Manage a single prioritised global backlog and delivery roadmap.
- Facilitate agile ways of working across the team.
- Coordinate team capacity and resource allocation across territories.
- Track throughput, delivery timelines, blockers, dependencies and service performance.
- Continuously improve workflows, templates, hand-offs and ways of working.
- Manage campaign planning, briefing, prioritisation and coordination across Content, Design, CRM Solution Architects, Data and territory stakeholders.
- Ensure campaign briefs are clear, member-centric and actionable.
- Partner with the Global MarTech Manager to ensure technology, data and journey execution support the engagement strategy.
- Coordinate creative, copy and channel requirements.
- Be the key point of contact for engagement stakeholders and teams.
- Build strong working relationships with Marketing, Product, Operations, Digital, Data and club support teams.
- Present engagement roadmaps, campaign plans, performance results and recommendations to relevant stakeholders.
- Review engagement, campaign and member behaviour data to identify opportunities for improvement.
- Report on campaign effectiveness, lifecycle programme performance, member engagement uplift and retention contribution.
- Use test-and-learn methods to optimise messaging, timing, audience selection, content and channel mix.
- Monitor competitor and industry trends in membership engagement, loyalty, wellness and digital communications.
How to apply
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