Client Engagement Manager

About the role

Capitec Bank is looking for a strategic, client-focused Client Engagement Manager to own a dedicated business portfolio and drive client value through engagement strategies, campaigns, programmes and lifecycle initiatives. The role partners closely with business stakeholders to deliver data-driven solutions that improve client outcomes and deepen relationships.

Key responsibilities

• Lead the development and execution of client engagement strategies across a dedicated portfolio
• Turn business objectives into actionable engagement plans, campaigns, programmes and initiatives
• Partner with senior stakeholders on portfolio priorities, opportunities and challenges
• Plan and implement client lifecycle communications and engagement activities
• Use client insights, segmentation, CRM data and performance analytics to inform decisions
• Improve engagement effectiveness through testing, optimisation and innovation
• Manage and coach client engagement specialists and cross-functional contributors
• Work with marketing, analytics, CRM, digital, product and business teams
• Monitor campaign performance and give stakeholders insights and recommendations

Required profile

• 5+ years in CRM, client engagement, customer marketing, customer value management, retention marketing or a similar discipline
• Experience developing client engagement strategies in a complex, customer-centric environment
• Experience partnering with senior stakeholders and influencing decisions
• Experience leading cross-functional projects and managing multiple priorities
• Previous people management experience
• Bachelor's degree in Marketing or Business Management; a post-graduate qualification is preferred
• Clear criminal and credit record

Preferred profile

• Banking, financial services or retail banking experience
• FMCG, retail, loyalty, rewards or customer engagement experience in large consumer businesses
• Experience in a highly data-driven marketing or CRM environment
• Candidates from advertising agencies at Senior Account Manager or Account Director level may also be considered

Required skills

• Client segmentation, customer lifecycle management, campaign management and CRM practices
• Data analysis, client profiling and segmentation
• CRM systems and technology
• Digital marketing, e-commerce and campaign management
• MS Word, MS Excel and MS Outlook