Senior Customer Engagement Lead

Job Location: Durban, Kwa Zulu-Natal, South Africa

Final date to receive applications: February 27, 2026

• CRM expertise
• Data analytics
• Engagement strategy
• Loyalty program management
• Cross-functional leadership

• Provide leadership and operational guidance across customer engagement work streams to ensure consistent delivery and alignment.
• Develop and guide the customer engagement strategy using behavioural insights, motivational psychology, and player preference analysis.
• Oversee the design and refinement of behavioural CRM journeys to improve personalisation and relevance of customer interactions.
• Identify opportunities to enhance customer engagement through segmentation, behavioural patterns, and CRM insights.
• Oversee CRM platform operations, including workflow logic accuracy, segmentation structures, automation behaviour, and day-to-day performance.
• Manage CRM escalations, SLAs, support tickets, and platform optimisation requirements with internal and external stakeholders.
• Ensure CRM documentation, governance standards, and operational processes are consistently followed and maintained.
• Provide direction for loyalty and rewards initiatives, including tiers, points, milestones, reward mechanics, and player progression structures.
• Oversee the development and improvement of gamified engagement elements such as missions, wheels, challenges, and streak-based mechanics.
• Monitor loyalty initiative performance, behavioural impact, and ROI to ensure effectiveness and cost efficiency.
• Oversee bonusing frameworks, ensuring bonus campaigns are aligned with engagement objectives, compliant, and operationally accurate.
• Collaborate with BI and Data teams to analyse player behaviour, identify patterns, and support engagement optimisation activities.
• Use insights and controlled testing to refine journeys, rewards, messaging, and bonus strategies.
• Prepare and present engagement performance insights and recommendations.
• Work cross-functionally with Product, Marketing, Retention, BI, and Contact Centre teams to ensure engagement activities align with business priorities.
• Any other related duties that might be required.

• Matric
• Valid drivers' license
• Diploma/ Degree (Advantageous)
• 2–3 years’ experience in digital marketing, CRM, or promotions
• 1–2 years’ experience with bonus mechanics, CRM tools, or campaign management
• 2–3 years in digital marketing, gamification, or customer engagement
• Familiarity with gamification platforms, CRM systems, and BI tools
• Strong reporting proficiency

02/27/2026