Lead Digital Manager (Platforms) - Cape Town at Flash Group

Description

• This is a highly strategic lead role that requires a deep understanding of the South African market, the retail landscape, and a data-driven approach to ensure the platform's success. This role presents a unique opportunity to shape the success of Flash Groups Merchant Solutions in the South African market and revolutionize the retail experience across various merchant channels. If you are a strategic thinker with a passion for driving platform performance and have a deep understanding of the South African market, we encourage you to apply for this lead position.

RESPONSIBILITIES:

User Engagement Metrics:

• Analyze and understand user behavior to tailor strategies for different retail merchant channels.
• Track Active Users and develop targeted campaigns to increase platform usage within specific time frames.
• Implement initiatives to enhance User Retention and ensure sustained engagement with the platform.
• Optimize Time on Platform to improve user experience and maximize session duration.

User Satisfaction:

• Design and conduct Customer Satisfaction Score (CSAT) surveys specific to the South African market.
• Drive improvements based on feedback and measure Net Promoter Score (NPS) for customer loyalty assessment.

Platform Performance:

• Ensure high Uptime and Reliability of the platform, considering regional connectivity and infrastructure.
• Optimize Response Time for South African users to ensure a seamless experience.
• Oversee Bug/Error Tracking and collaborate with the technical team to resolve issues promptly.

Conversion Rates:

• Analyze Conversion Rate metrics across different retail channels and implement targeted strategies.
• Optimize Onboarding Completion to enhance the user journey and increase conversion rates.

Revenue and Profit Metrics:

• Develop revenue growth strategies tailored to the South African market and retail merchant channels.
• Measure Customer Lifetime Value (CLV) and design retention tactics to increase customer loyalty.
• Work with finance and marketing teams to calculate and reduce Customer Acquisition Cost (CAC).

Content/Platform Performance:

• Analyze Content Engagement for the South African audience to provide relevant and localized content.
• Track Content Sharing to gauge platform reach and effectiveness of marketing efforts.

Platform Growth and Expansion:

• Evaluate Market Penetration within the South African retail market and identify growth opportunities.
• Lead and measure Geographical Expansion efforts, considering regional preferences and challenges.

Technical Metrics:

• Optimize Platform Load Time for users in South Africa, considering regional internet speeds.
• Ensure Scalability to accommodate increasing user demands in the South African market.
• Maintain robust Security measures, considering the unique cybersecurity landscape in the region.

Build team and people capabilities through:

• Providing real-time, ongoing coaching and feedback to team members throughout the year
• On-time completion of performance management activities including regular 1:1s and Bi-annual performance reviews through GPS
• Supporting employee development including facilitation of career development conversations and crafting development plans for current and future needs
• Taking action to hire and retain high-performers and address poor performance
• Proactively manage change initiatives within the team including sufficient planning/ preparation and communication to minimise disruption and support employee adoption.
• Role modelling the behaviours that support and drive the Flash culture and values

MINIMUM REQUIREMENTS:

• Bachelors' degree in Business, Technology, Computer Science, or a related field.
• 8 – 10 years’ proven experience in strategically managing digital platforms, preferably in the South African retail market.
• Deep understanding of the South African retail landscape and the dynamics of different merchant channels.
• Strong analytical skills with a data-driven approach to decision-making.
• Demonstrated ability to craft and execute strategic initiatives that drive platform growth.
• Excellent leadership and communication skills to collaborate effectively with cross-functional teams.
• Familiarity with user experience (UX) design principles tailored to the South African audience.