Company: The Unlimited
Position: Journey Retention Leader
Department: Command Centre
Location: Hillcrest, Durban
General
Accountable to: Managing Director: Command Centre
Direct reports: 3 Future
Purpose of the Role :
- To optimize the Customer Journey to increase brand awareness and retention .
Key Responsibilities / Key Performance Areas :
- Journey mapping, design, implementation and optimisation.
- Drive conversion in sales through nudging communication and behavior mechanisms.
- To monitor and measure Brand awareness, recognition and credibility.
- Drive return of investments of channels.
- Drive retention through loyalty, upsell, claims and debits.
- Drive Customer experience.
- To actively be involved in the Creative process throughout the business to ensure compliance.
- To drive and develop creation of brand communication elements and creative.
- Very keen eye of following market and competitive landscape.
- Understanding channels, tactics and methods to reach audiences where brand is currently not playing.
Knowledge and Experience :
- 3-year Bachelor’s Degree (Marketing or relevant Business Degree)
- 5 years working experience
- Direct Brand managing experience preferable
- Direct Marketing experience preferable
- Experience in relation to acquisition tools and tactics.
- Experience in digital selling
- Customer experience management
- Understanding of data analytics and tools.
- Business science background/Consumer Science/Behavioural Economics
- Ability to pull strategy from anything and drive growth sales.
Skill Competencies:
- Project management
- Experienced in loyalty and customer experience
- Excellent written and verbal communication skills
- Understanding of digital as a sales tool.
- Understanding of social media as a brand building tool.
- Ability to scan an external environment with a view to identifying market trends.
- Research and analytical skills
- Effective budget management
Personal Characteristics:
- Conscious
- Vulnerable
- Courageous
- Emotionally Resilient
- Own it Do it Now
- Passion for Innovation, Creativity and Business
- Forward thinking
- Commercially focused
- Leadership style inspirational with a balance of strategic skills and strong ‘people’ orientation
- Well rounded, resilient and self-aware individual who is open to change and personal development
- Entrepreneurial, free thinker who will challenge the status quo and push boundaries
- Must have the capacity to grow their strategic ability
- Confident – someone who is able to hold their own with shareholders and be resilient in a demanding environment
- Hands-on approach
- Self-motivated