Engagement Channel Specialist

SA Home Loans is looking for a Channel Engagement Specialist to help us optimise how we connect with customers across our digital platforms. This role is analytical, focusing on platforms such as Ratherchat, Salesforce Marketing Cloud, Website Call Me Back forms and the SA Home Loans public website.

Your mission will be to analyse data, identify opportunities to drive engagement, acquire leads, and boost sales. You’ll work closely with Marketing and Communications leadership to ensure campaigns are optimised, channels are performing at their best, and every customer interaction is meaningful and effective.

We’re looking for someone who brings fresh ideas, takes initiative on projects, and keeps the Communications Manager and Head of Department updated at all times.

What you will be doing:

• Manage and optimise engagement channels including Ratherchat, Salesforce Marketing Cloud, Website Call Me Back forms, and SAHL’s public website. 
• Analyse customer interaction data to identify trends, opportunities, and areas for improvement.
• Develop insights and recommendations that drive lead acquisition and sales growth.
• Monitor and report on campaign performance across multiple platforms.
• Collaborate with Marketing and Communications teams to ensure campaigns are aligned with business objectives.
• Work with Technical support to implement technical improvements to enhance customer journeys and engagement touchpoints.
• Maintain data integrity and ensure compliance with SAHL standards and regulatory requirements.
• Support automation and personalisation initiatives to improve efficiency and customer experience
• Work with databases and reporting tools to provide actionable insights to stakeholders.

What we are looking for:

• Strong analytical background, with experience working in marketing technology or engagement platforms.
• Proficiency in tools such as Salesforce Marketing Cloud, WhatsApp, and other CRM/engagement systems.
• Experience working with data analytics and reporting.
• Ability to translate data into actionable insights that drive business outcomes.
• Organised and detail oriented.
• Familiarity with digital campaign optimisation and customer journey mapping.
• Strong problem-solving skills and ability to take initiative on technical projects.
• Experience collaborating with cross-functional teams in Marketing, IT, and Sales.
• Experience working within a Marketing environment is essential.
• Organised, detail-oriented and confident in managing multiple projects simultaneously.

Minimum Requirements

Education

• Matric
• Bachelor’s degree in Information Systems, Data Analytics, Digital Marketing or a related field.

Experience

• 5 years of experience marketing technology, CRM or digital engagement environment.
• Equivalent work experience in marketing technology or analytics will be advantageous.
• Proven experience with platforms such as Salesforce Marketing Cloud, WhatsApp, or similar engagement/automation tools.
• Hands-on experience with databases, reporting tools, and campaign optimisation.
• Demonstrated ability to analyse customer interaction data and translate insights into actionable strategies.

Competencies

Technical Competencies

• Strong proficiency in data analysis and reporting (SQL, Excel, Power BI tools etc).
• Familiarity with CRM systems, marketing automation platforms and web analytics.
• Understanding of customer journey mapping and lead acquisition funnels.
• Ability to manage multiple projects and deadlines in a fast-paced environment.

Behavioural Competencies

• A positive can-do attitude and team player.
• Self-managed with the ability to work under pressure.
• Track, analyse and optimise campaigns to achieve ROI.
• Able to follow instructions and meet deadlines.
• High attention to detail and commitment to maintaining brand integrity.