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Sign inConsultant Journey and Retention Manager – Pretoria.
The Consultant Journey and Retention Manager is responsible for managing and improving the end-to-end Consultant journey, from onboarding and activation through engagement, retention and reactivation.
The role focuses on identifying friction points, improving Consultant experiences, strengthening communications and driving adoption of relevant programmes and initiatives.
The role will work closely with Sales, Marketing and Digital teams to optimise Consultant engagement through CRM, segmentation, communications, training, loyalty, incentives and referral programmes.
Location: Irene, Pretoria.
Salary: R350 000 – R380 000 per annum.
Key Responsibilities:
- Consultant Lifecycle & Retention – 30%
- Own onboarding, activation, engagement, retention and reactivation initiatives.
- Identify Consultant journey friction points and implement improvements.
- Monitor Consultant journey performance and recommend appropriate interventions.
- Analyse feedback and performance data to identify opportunities to improve engagement and retention.
- Consultant Communications – 25%
- Own Consultant communication requirements, calendars and channel strategies.
- Manage communication requirements across email, WhatsApp and other Consultant channels.
- Improve communication effectiveness and consistency across channels.
- Reduce communication duplication and communication fatigue.
- CRM & Segmentation – 15%
- Define CRM, audience, segmentation, targeting and automation requirements.
- Work closely with the Digital Support & CRM Specialist to implement Consultant journeys and campaigns.
- Monitor CRM performance and identify opportunities for improvement.
- Use Consultant data and insights to support targeted engagement initiatives.
- Training & Enablement – 15%
- Identify Consultant training and enablement requirements.
- Coordinate Training Academy requirements and learning journeys.
- Monitor training participation and completion.
- Assess the impact and effectiveness of training and enablement initiatives.
- Loyalty, Incentives & Referrals – 15%
- Manage requirements for rewards, vouchers, incentives and referral programmes.
- Drive Consultant awareness, participation and adoption of relevant programmes.
- Monitor programme performance and identify opportunities to improve participation and engagement.
Minimum requirements:
- Diploma or degree in Marketing, Business Management, Retail Management, Customer Experience, Communications or a related field.
- Minimum 3 years’ experience in a marketing, digital marketing or corporate communications environment.
- Strong understanding of customer or Consultant journeys, engagement and retention.
- Experience working with CRM, digital communications, loyalty, incentives or referral programmes.
- Exposure to training, learning and development or digital enablement would be advantageous.
- Experience in direct selling, FMCG, beauty, wellness or skincare would be advantageous.
- Strong analytical ability, with the capability to translate feedback, data and insights into practical improvements.
- Highly organised, with the ability to manage multiple initiatives and competing priorities.
- Strong communication and stakeholder management skills.
- Ability to work collaboratively across Sales, Marketing and Digital teams.