Digital Engagement Lead

Job description

We’re on the hunt for a Digital Engagement Lead! Are you passionate about shaping how The Unlimited shows up across every digital touchpoint — building trust, delivering WOW experiences, and driving measurable impact? Do you thrive in a creative, customer-first team? If so, we’re eager to learn more about you!

As the Digital Engagement Lead, you will lead omni-channel strategy and execution, set the standard for brand voice and community engagement, and champion the use of AI and technology to scale service and storytelling. You’ll bring strategic leadership, brand custodianship, and hands-on execution to every customer interaction — acting as the voice of the customer inside the business.

You’ll bring:

• Proven success in leading digital engagement across regulated or service-led industries

• Experience managing and motivating diverse, customer-facing teams

• Strong background in brand stewardship and customer satisfaction metrics (CSAT, NPS, sentiment)

• Expertise in leveraging AI-powered tools to drive scale and quality

If you have:

• A relevant tertiary qualification in Marketing, Communications, Brand, or Business

• 5–8 years’ experience in senior community management or omni-channel leadership

• A track record of digital strategy aligned to business growth

• Experience in insurance, financial services, or telco environments

We’d love to hear from you!

Requirements

• Strategic leadership with ability to translate business goals into digital engagement outcomes.

• Outstanding written and verbal communication skills; mastery of brand tone and empathetic storytelling.

• Strong digital literacy across platforms (social, web, CRM, messaging).

• Proficient in interpreting engagement metrics, insights, and turning them into action.

• Skilled at stakeholder management, balancing operational demands with brand reputation.

Posted on 21 Aug 13:58, Closing date 20 Oct