Job Description

Director, Customer Engagement & Personalisation

Have you ever managed the operational communication of talking to millions of customers daily?

We're partnering with a leading South African financial services group to find an exceptional Director-level executive to lead Personalisation and Customer Lifetime Value within their largest retail division.

This is one of the most operationally complex marketing leadership roles in the country.

The function owns all outbound communication to a customer base of millions of people. Hundreds of campaigns every month, across email, SMS, WhatsApp, voice and in-app, spanning marketing, informational and regulatory communication.

Behind it sits a web of more than 20 internal product and business units, each pushing for its campaign to be prioritised.

The person we're looking for will lead two parallel agendas:

The operational engine. Running the machine. Governing what goes out, when, to whom and through which channel. Pushing back firmly on senior executives when the segmentation is wrong, the timing is poor, or the customer experience suffers. This is traffic management at industrial scale.

The transformation. The incoming leader will modernise the operation, introduce true multichannel orchestration, embed AI and machine learning into targeting and sequencing, and rebuild the function around genuine customer centricity.

The person we're looking for:

• Director-level operator with deep experience in high-volume outbound customer communication
• A background in financial services, banking, insurance, a telco with financial services offerings, or a major retailer with a financial services arm
• Demonstrated success in modernising a manual marketing operations function at scale
• Technically literate across CRM, campaign management platforms, marketing automation and personalisation tooling
• Strong personality, high EQ, comfortable holding ground with senior product executives

The location: Johannesburg.

If you've built or rebuilt a communication operation that talks to millions, and you understand what good looks like when marketing technology, governance and customer experience actually work together, we'd like to hear from you.

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