Key roles and responsibilities:

Customer Communication Management:

• Manage the process for customer communication across key engagement channels (email, WhatsApp, SMS, in-app, and push notifications).
• Plan, execute, and evaluate 1:1 customer communications, optimizing key touchpoints for maximum engagement.

Innovative Communication Techniques:

• Implement A/B testing and other innovative communication techniques to stay ahead of the competition.

Core Communication Processes:

• Manage Core Communication processes, including mandatory, transactional, and account-related communications to enhance customer experience.

Automation and AI Integration:

• Leverage automation and artificial intelligence to deliver innovative solutions, increasing digital customer share and reducing costs.

Customer Segmentation and Optimization:

• Define and analyze customer segments, creating custom optimization plans to deliver the right message to the right customer at the right time.

Collaboration and Strategy Development:

• Collaborate with the broader marketing team to develop retention metrics, predictive modeling, and personalized recommendations.
• Contribute to the CRM strategy, aligning initiatives with business priorities and implementing a CRM governance framework.

Education and Training:

• Relevant tertiary qualification in Marketing.
• Deep understanding of customer relationship management concepts, including segmentation, A/B testing, analytics, and retention strategies.

Experience:

• 2-3 years demonstrated experience in CRM automation with a robust track record of driving engagement through automation strategies.
• Experience in FinTech is advantageous.
• Proficiency in implementing innovative communication technologies such as chatbots or machine learning.
• Experience working across the CRM spectrum, from strategizing and designing campaigns to creating, launching, and monitoring them.
• Demonstrated ability to develop, execute, and evaluate onboarding and retention communications aligned with broader business goals.
• Proven track record in implementing personalized communication strategies and optimizing customer journeys for upselling and retention.
• Excellent interpersonal skills to foster collaboration with marketing, tech, and analytics teams.