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Head of Member Engagement

1 month ago

Cape Town, Western Cape, Saudi Arabia Virgin Active South Africa Full time

Job description

Your Duties and Responsibilities...

  • Develop and execute a comprehensive member engagement strategy that aligns with VASAs overall business goals net growth, revenue, EBITDA.
  • Lead the implementation of CRM systems, tools, and processes to ensure they meet the needs of VASA.
  • 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 Virgin Active.
  • Provide guidance, support and personal development to Loyalty Manager as their direct line manager.
  • Facilitate relationships between Loyalty and other departments across the business

Minimum requirements

We can't live without...

  • 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 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 Virgin Active's output using recognised project management software Asana, Podio, etc

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