About Company
OK Zimbabwe Limited is a leading retail giant in Zimbabwe, deeply embedded in the daily lives of millions. With a rich history spanning over 100 years, we operate a vast network of supermarkets, bringing quality products, value, and convenience to communities across the nation. Our commitment extends beyond just sales; we strive to create exceptional customer experiences, fostering loyalty and building lasting relationships. At OK Zimbabwe, we believe in innovation, community engagement, and empowering our employees to drive our success and uphold our reputation as a trusted household name.
Job Description
We are seeking a highly motivated and experienced Senior User Engagement Strategist to join our dynamic marketing and customer experience team in Karoi. This pivotal role is responsible for conceiving, developing, and executing comprehensive strategies that enhance customer interaction, satisfaction, and loyalty across all touchpoints, both in-store and digitally. You will be instrumental in understanding our customers’ journeys, identifying key pain points and opportunities, and designing innovative solutions to deepen their connection with the OK Zimbabwe brand. This includes leading initiatives related to our loyalty programs, personalized communications, in-store experience enhancements, and digital engagement campaigns. The ideal candidate will possess a strong analytical mindset, a passion for understanding consumer behavior, and a proven track record of driving measurable improvements in user engagement and retention within a retail or consumer-focused environment. You will collaborate closely with various departments, including Marketing, Sales, IT, and Store Operations, to ensure a cohesive and impactful customer experience. This is an exciting opportunity to shape the future of customer engagement for one of Zimbabwe’s most recognized retail brands, contributing directly to our growth and market leadership.
Key Responsibilities
- Develop and implement holistic user engagement strategies to increase customer loyalty, retention, and lifetime value across all channels (in-store, digital, social).
- Conduct in-depth analysis of customer data, market trends, and competitive landscapes to identify opportunities for engagement optimization.
- Design, execute, and monitor A/B tests and experiments to refine engagement tactics and improve campaign performance.
- Oversee the development and optimization of personalized communication strategies, including email marketing, SMS, and in-app notifications.
- Collaborate with the product and IT teams to enhance digital platforms, ensuring a seamless and intuitive user experience.
- Work with store operations to improve the physical in-store experience, incorporating feedback and best practices.
- Lead the strategic evolution of our loyalty programs, ensuring they remain compelling and relevant to our customer base.
- Manage and mentor junior team members, fostering a culture of innovation and continuous improvement.
- Present regular reports on engagement performance, insights, and recommendations to senior management.
- Stay abreast of industry best practices, emerging technologies, and consumer behavior shifts to maintain a competitive edge.
Required Skills
- Minimum of 5 years of experience in user engagement, customer loyalty, or a similar strategic marketing role.
- Proven experience in developing and executing successful engagement strategies in a retail or e-commerce setting.
- Strong analytical skills with proficiency in data analysis tools (e.g., Google Analytics, CRM systems, business intelligence platforms).
- Excellent understanding of customer journey mapping, segmentation, and personalization techniques.
- Demonstrated ability to manage complex projects and cross-functional teams.
- Exceptional communication, presentation, and interpersonal skills.
- Proficiency in marketing automation platforms and CRM software.
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
Preferred Qualifications
- Master's degree in a relevant field.
- Experience with A/B testing and experimentation methodologies.
- Familiarity with the Zimbabwean retail market and consumer landscape.
- Experience working with loyalty program management systems.
- Certification in digital marketing or customer experience management.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance package.
- Generous paid time off and public holidays.
- Employee discount on store purchases.
- Opportunities for professional development and career growth.
- Supportive and collaborative work environment.
- Pension scheme contributions.
How to Apply
To seize this exciting opportunity and contribute to the success of OK Zimbabwe Limited, please submit your detailed CV and a compelling cover letter outlining your relevant experience and why you are the ideal candidate for this role. Kindly click on the link below to apply.