Customer Engagement Lead

KEY 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. REQUIRED KNOWLEDGE, SKILLS, and COMPETENCIES 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. Competencies: Leadership; Presenting; Commercial Drive; Persuasiveness; Analysing and forming opinions; Helicopter view; Innovating and Marketing Orientation. Closing date: Tuesday, 30 September 2026 If you are interested and meet the minimum requirements, please submit your CV. If you do not hear from us within 4 weeks of the closing date of this position, please regard your application as being unsuccessful. PEP strives for equal opportunity in terms of its employment equity guidelines.