Digital Marketing Engagement Specialist - Loyalty Rewards at Unilever

Main Job Purpose

• The Digital Marketing Engagement Specialist is responsible for planning, strategizing and managing all communications including long term, from Unilever South Africa’s loyalty program (Wuhu deals) to program members, and optimizing communications for diverse audience segments. Managing the operational budget and ongoing AB optimisation testing to create robust testing structure.

Job Summary

• Responsible for all communications from Unilever South Africa's loyalty program (Wuhu) to program members through the platform, the app, emails, WhatsApp, and SMS.
• Liaising closely with social media and advertising team to ensure aligned communication and tone of voice.
• Working with member engagement data and analytics find and take advantage of observed behaviour insights.
• Work with the Unilever brand teams on planning campaigns, supporting program communications and supporting brand/Wuhu relationships.
• Responsible for the end-to-end program touchpoints - review current products to suggest improvements, constantly evolving the customer journey.
• Collaborate with various parts of the business to turn technical briefs into workable products.
• When new Wuhu features are defined, own the user experience of this new feature.
• Overall operations of member engagement communications
• Manage the operational budget for all member engagement communications.
• Manage the creation of templates per channel (by agencies) and manage execution.
• Ongoing AB optimisation testing to create robust testing structure.
• Manage pre and post campaign analytics and create positive feedback loop.
• Planning and strategizing member communication over the long term and optimising communications for different audience segments.
• Research user behaviours across the industry and turn these into insights.
• Visualise and prototype user journeys and design concepts for responsive web and apps.
• Identify trends and create solutions to improve the overall customer experience.
• Detail orientated to map out an easily understood customer journey.

Key Requirements

• 3-5 years of experience in Digital Marketing with Knowledge of Digital Marketing campaigns
• 2-4 years' experience within Customer engagement space, and ideally has experience in Insights &/or UX
• Experience with mapping out the customer journey
• Deep understanding of the digital ecosystem (including social media &) and its strategic move at global and local levels
• Strong analytical skills
• Proven project management skills, particularly around assessing priorities and managing workloads
• Ability to understand and articulate customer needs in business and more technical vocabulary
• Exceptional copywriter of member communications in an engaging tone of voice.
• Creative and innovative
• Experience working as or with marketing stakeholders/agencies and an understanding of their likely challenges and information requirements
• Experience planning & delivering CRM campaigns (Email / SMS marketing / Media)