CX Engagement Specialist

Being a part of the Hollywoodbets Purple Team is an opportunity to become a part of one of South Africa’s biggest success stories. From humble beginnings in Durban, Hollywoodbets has grown into a powerhouse brand operating across Africa and the United Kingdom. And that’s just the beginning. Our talented Team is on a mission to increase our global footprint, ready to take on any challenge because at Hollywoodbets, not even the sky is the limit. Join our Team and let’s reach for the stars.

We have an amazing opportunity for a CX Engagement Specialist to join our team in Durban. Do you think you have what it takes to be our newest Purple Star?

With Hollywoodbets You Will:

Innovate and create as part of a like-minded, authentic Team eager to achieve goals.

Embrace challenges and the thrill of working in a vibrant and fast-paced industry.

Grow with our development plans and culture that allows you to further your career.

You Bring:

• Minimum 3 years’ experience in content creation, graphic design, digital design, copywriting or integrated creative role.
• Experience producing content for customer communications, CRM, loyalty, digital marketing or customer-facing platforms.

Bonus to Have:

• Bachelor’s degree or diploma in Marketing, Business, Customer Experience, Data Analytics, Communications, or a related field. (Preferred)
• Minimum 3 to 5 years’ relevant experience in customer engagement, CRM, outbound sales, retention, lifecycle marketing, campaign analytics, or a related environment. (Preferred)
• Demonstrated experience analyzing campaign performance, managing lead pipelines, coordinating cross-functional delivery, and translating data into optimization strategies. (Preferred)
• Exposure to outbound contact Centre operations, voice quality assurance, AI voice technology, or automated customer interactions would be advantageous. (Preferred)

What You’ll Do For The Brand:

Operational

Voice Engagement Strategy & Journey Ownership

• Develop and maintain the outbound voice engagement strategy across the customer lifecycle.
• Define the role of voice interactions within CRM journeys for active, dormant, lapsed and reactivation audiences.
• Translate business objectives and customer insights into practical voice campaign plans, contact strategies and test-and-learn initiatives.
• Coordinate agent-led and outbound AI voice initiatives to ensure consistent customer experience and alignment with approved campaign objectives.
• Identify opportunities to use voice interactions to improve activation, retention, reactivation, and customer lifetime value.

Lead Generation Pipeline Management

• Own the end-to-end handover of CRM-generated leads to the Outbound Voice Department.
• Analyze campaign audiences and performance data to prioritize leads according to customer value, lifecycle stage, propensity, recency, and campaign objectives.
• Ensure lead files and campaign instructions are supplied accurately and as quickly as possible within agreed turnaround times.
• Coordinate lead volumes, capacity requirements, contact windows, and campaign priorities with Outbound Voice stakeholders.
• Monitor lead acceptance, contact ability, lead ageing, outcomes, and recycling to prevent delays or leakage in the pipeline.
• Investigate data or process issues that affect lead delivery and coordinate corrective action with CRM, Data Technology, and operational teams.

Campaign Performance & Conversion Optimization

• Define and track performance measures for outbound voice campaigns in line with business expectations.
• Monitor conversion, activation, contact, engagement, and value outcomes for both agent-led and AI voice interactions.
• Analyze campaign results to identify customer, offer, timing, script, segment, and channel factors that influence performance.
• Develop optimization plans, experiments and audience strategies based on campaign insights.
• Escalate underperformance, risks and delivery constraints, and coordinate recovery actions with the relevant stakeholders.
• Maintain a continuous improvement pipeline for voice campaign performance.

Voice Quality Assurance

• Coordinate appropriate quality checks for outbound voice interactions and ensure findings are used to improve campaign performance.
• Partner with Outbound Voice stakeholders to review call quality, script adherence, customer experience, campaign accuracy, and outcome capture.
• Apply equivalent quality and performance review principles to outbound AI voice calls, including customer experience, journey logic, outcome accuracy, and escalation handling.
• Identify recurring quality themes and recommend improvements to scripts, prompts, processes, training, targeting, or campaign design.
• Maintain clear records of quality findings, actions, and follow-through.

Reporting, Insights & Stakeholder Management

• Work with Business Intelligence teams and relevant data stakeholders to define reporting requirements for the voice engagement channel.
• Validate that reports and dashboards provide accurate, timely and decision-ready information.
• Prepare regular performance updates, insights, and recommendations for relevant business heads.
• Tell a clear performance story by connecting CRM campaign activity, lead flow, contact outcomes, conversions, and customer value.
• Facilitate campaign reviews and ensure decisions, owners and next actions are documented and tracked.
• Build effective working relationships across Customer Engagement, Outbound Voice, Business Intelligence, CRM, Data, Technology, Compliance, and other relevant teams.

Governance, Documentation & Responsible Engagement

• Maintain voice campaign strategies, audience rules, lead specifications, operating procedures, measurement definitions, and reporting requirements.
• Ensure customer contact activity follows approved business rules, consent requirements, suppression logic, contact policies, and applicable governance standards.
• Protect customer data throughout lead preparation, transfer, campaign execution, and reporting processes.
• Support business requirement documentation, user acceptance testing, and implementation of improvements to voice engagement capabilities.
• Ensure campaign changes and AI voice initiatives are appropriately tested, reviewed, and approved before implementation.

What You’ll Bring To The Team:

• Strong customer engagement and lifecycle marketing skills, with the ability to design and optimize customer contact strategies across acquisition, activation, retention, and reactivation journeys.
• Experience in CRM campaign management, customer segmentation, audience targeting, and campaign performance monitoring.
• Excellent organizational, planning, prioritization, and workload management skills, with the ability to coordinate multiple campaigns and deadlines simultaneously.
• Strong analytical and reporting skills with the ability to interpret campaign, conversion, and customer engagement data to drive business decisions.
• Strong administration and operational coordination skills, ensuring accurate lead management, campaign execution, and process compliance.
• Excellent communication, collaboration, and interpersonal skills, with the ability to work effectively across Marketing, CRM, Business Intelligence, Customer Service, Technology, and operational teams.
• Strong stakeholder management skills with the ability to influence, coordinate, and align multiple business areas toward common customer engagement objectives.
• Commercial awareness and customer-centric thinking, with the ability to balance business objectives, customer needs, and campaign performance outcomes.
• Strong problem-solving and decision-making skills, with the ability to identify improvement opportunities and implement practical solutions.
• Ability to manage voice, digital, and customer engagement initiatives in a fast-paced environment while maintaining attention to detail and quality standards.
• Proficiency in CRM, customer engagement, reporting, and campaign management platforms, with strong Microsoft Excel and data analysis capabilities.
• Continuous improvement mindset with a passion for testing, learning, optimization, innovation, and improving customer engagement outcomes.
• Customer engagement strategy; outbound voice campaign management; customer lifecycle and journey design; CRM campaign analysis; audience segmentation and lead prioritization; campaign measurement and conversion optimization; quality assurance; reporting and insight generation; stakeholder management; working knowledge of AI-enabled voice interactions; strong Microsoft Excel and presentation skills; SQL, BI tools or data-query experience would be advantageous.

So, are you ready to level up, learn, and perform at your best? Apply now!

Please note that only applicants who meet the stipulated minimum requirements will be considered.

Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful.