Head of Digital (Retail)
Purpose
This position is accountable for the development and implementation of the Group digital marketing strategy (1-3 year plan). The priority focus is on delivering a holistic channel customer experience across all digital touch points in the Group customer journey.
Qualifications
Essential
? Bachelor degree/ three-year diploma or equivalent experience in commerce, engineering or marketing
Desirable
? Master’s Degree or additional qualification in marketing, business administration, information technology
Experience : Essential
? Proven track record of delivering eCommerce and/or related digital customer offers in relevant markets and customer segments (1-2 years)
? Strong business development experience in mobile eCommerce, big data analytics and customer experience in an African market (1-2 years) Desirable
? General Marketing/Retail Experience (1-2 years)
? Loyalty Experience (1-2 years)
? Analytics/Big Data Experience (1-2 years)
? Customer User Experience and Product Management (1-2 years)
? Commercial Experience in digital led business development (1-2 years)

Knowledge : Essential
? In-depth knowledge of mobile eCommerce
? Ability to influence and engage at an executive level with respect to digital transformation and strategic direction
? Advanced Information Technology Management
? Advanced Digital Marketing
? Advanced data-driven customer relationship management
? Understanding of African retail market and customers Desirable
? Knowledge of legal compliance (Protection of Personal Information Act, Electronic Information Act, etc.)
Skills
? Analysing Skills
? Problem Solving Skills
? Digital Generalist •
? Strategic Orientation
? Project Management Skills
? Needs Diagnosis
? Presentation Skills
? Writing and Communication Skills

Job objectives
Strategy and execution:
? Develop, communicate and deliver effective digital and Omni channel strategies that are in line with business and marketing objectives / strategies for a variety of departments with focus on high growth in revenue and return on investment.
? Drive strategic thought leadership with digital-led retail opportunities for Shoprite Holdings.
? Ensure executive sponsorship and ownership of digital customer facing channels. •Responsible for all strategic efforts related to our Rewards programs.
? Integration of eCommerce practices and operations within Shoprite Holdings. •Responsible for the execution and delivery of all Omni channel initiatives.
? Responsible for the strategic, tactical and operational management of the commercially driven digital marketing opportunities Customer experience:
? Ensure a consistent and delightful customer experience across all digital touch points of the Shoprite Holdings customer journey
? Drive online sales through eCommerce channels based on customer preference and Omni channel strategies
? Oversee Rewards program to build and grow customer retention aligned to business objectives
? Continuous improvement of digital customer experiences and drive voice of customer through digital channels (Net Promoter Scores) Marketing:
? Plan and implement on-going customer acquisition opportunities across all digital channels (including but not limited to SEO,
? PPC, web, online advertising, e-newsletters, websites, smart phone applications and other retail related innovations)
? Promote online and Rewards program to ensure market awareness and customer engagement
? Drive marketing strategy and execution to ensure Omni channel offers are incorporated into the retail channel mix
? Ensure rewards program is integrated into overall banner marketing offers and drives personalised offers for customers Operations
? Drive exceptional customer services across Omni channel offers, including eCommerce and Rewards program
? Adhere to and improve customer service levels across businesses and services
? Provide integrated reporting and feedback across Shoprite Holding, Finance and people:
? Drive customer-centric culture, processes, and way of working
? Manage team and ensure performance standards aligned to Shoprite Holdings objectives
? Plan, evaluate and manage budget for Omni channel business unit on a monthly and yearly basis
Competencies : Essential
? Deciding and initiating action
? Working with people
? Persuading and influencing
? Presenting and communicating information
? Writing and reporting
? Analysing
? Creating and innovating
? Planning and organising
? Coping with pressures and setbacks
? Entrepreneurial and commercial thinking Desirable
? Relating and networking
? Applying expertise and technology
? Learning and researching
? Delivering results and meeting customer expectations
? Adapting and responding to change