Digital Consumer Experience Manager

Job Posting Organization:
VIYA Health Enterprise Ltd is a private company focused on addressing the needs of women throughout their sexual and reproductive health journey. The organization is dedicated to eliminating barriers to trusted information, quality products, and essential services, ensuring that women can access the support they need with ease and confidence. VIYA Health aims to empower women to make informed choices that enhance their health and wellness by expanding options and addressing challenges related to accessibility. The company envisions creating a seamless and supportive experience for women by leveraging an omnichannel strategy that combines innovative digital platforms with a deeply consumer-centered approach to improve reproductive health outcomes across the communities it serves.

Job Overview:
The Digital Consumer Engagement Manager will lead the execution of Viya Health's digital consumer strategy across the South African market. This role is commercially grounded and consumer-obsessed, blending marketing" style="border-bottom: 1px dotted #007bff !important;">digital marketing, content strategy, community growth, omnichannel execution, and performance analytics to deliver seamless, culturally resonant consumer experiences. South Africa is one of Viya's most strategically significant markets, characterized by a digitally connected, diverse consumer base, a maturing e-commerce and health-tech landscape, and high consumer expectations for brand experience. The successful candidate will possess deep knowledge of the South African consumer, strong digital fluency, and the leadership presence to drive results across a complex, multi-stakeholder environment. The ideal candidate will be a hands-on executor and strategic thinker who can translate global frameworks into local impact and is ready to grow into broader regional leadership as Viya scales across South Africa.

Duties and Responsibilities:

• Consumer Experience Strategy & Omnichannel Execution: Localize and implement Viya's consumer experience strategy for the South African market, ensuring a seamless journey across all touchpoints — digital (app, e-commerce, social, email, CRM) and physical (in-clinic, partner, and third-party). Own the omnichannel ecosystem map for South Africa, ensuring the end-to-end consumer journey remains coherent and friction-free across all channels. Map consumer journeys for South Africa; identify friction points and drive resolution in collaboration with various teams. Champion consumer-centered thinking across the South African business. Monitor trends in digital health and consumer tech to surface opportunities for innovation. Coordinate with regulatory and quality-of-care teams to ensure compliance and quality standards are met.
• Digital Marketing & Campaign Management: Lead the planning and execution of digital marketing campaigns to increase awareness and conversion for Viya Health products. Implement digital brand strategies that strengthen visibility and engagement. Execute performance-driven strategies to improve consumer experience and grow revenue. Maintain a data-driven approach to continuously optimize campaigns. Deliver performance reports and strategic recommendations to leadership.
• Digital Ecosystem Implementation & Optimization: Lead the implementation and performance of Viya's omnichannel digital ecosystem in South Africa, managing digital platforms and ensuring a unified consumer experience. Identify optimization opportunities and work with teams to resolve issues. Leverage digital channels to drive reach and revenue. Support donor-funded digital health projects as applicable. Manage vendor and agency relationships as required.
• Content, Community & Brand Experience: Own the content and brand experience strategy across owned channels, ensuring content is relevant and culturally resonant. Oversee the creation of high-impact content for digital platforms. Build and manage Viya's consumer community in South Africa, driving engagement and loyalty. Collaborate with the Africa Regional CX lead to adapt campaigns for South African audiences.
• Consumer Insights & Performance: Build and maintain a consumer insights capability, synthesizing data into a clear picture of the South African consumer. Leverage tools to track and optimize digital performance. Define and own South Africa CX KPIs and performance dashboards. Use data to drive community growth and maximize customer lifetime value.
• Cross-functional Collaboration & Stakeholder Management: Collaborate closely with the Africa Regional CX lead and partner with various teams. Manage the South Africa CX and ecosystem budget. Establish feedback loops between consumers and regional/global teams to shape decisions on product and experience design.

Required Qualifications:
Bachelor's degree in Marketing, Communications, Business, or a related field; a postgraduate qualification is advantageous. Minimum 5 years of experience in digital marketing, consumer experience, or a related discipline, preferably in a consumer-facing or women's health/digital health environment. Demonstrable experience working in the South African market, with a strong understanding of local consumer behavior and digital adoption patterns. Strong technical proficiency with tools including Meta Business Suite, Google Analytics, Facebook Ads Manager, SEO platforms, WordPress, WooCommerce, and other CMS and CRM platforms. Hands-on experience with campaign execution, from audience segmentation to performance analysis. Proven track record in content strategy and digital storytelling across diverse South African audiences. Experience managing vendor and agency relationships and delivering results through cross-functional teams. Experience in healthcare, digital health, or women's health is a strong advantage.

Educational Background:
A Bachelor's degree in Marketing, Communications, Business, or a related field is required. A postgraduate qualification is considered advantageous and may enhance the candidate's profile for this position.

Experience:
The position requires a minimum of 5 years of experience in digital marketing, consumer experience, or a related discipline. Candidates should have demonstrable experience working in the South African market, with a strong understanding of local consumer behavior, digital adoption patterns, and cultural nuances. Experience in healthcare, digital health, or women's health is a strong advantage, as is hands-on experience with campaign execution and performance analysis.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the market context. Knowledge of local languages may be beneficial for engaging with diverse consumer segments in South Africa.

Additional Notes:
The position is based in Irene, South Africa, and may involve up to 30% field support. The role reports to the Africa Digital Consumer Experience and Ecosystem Lead. Viya Health is an Equal Opportunity Employer and encourages applications from qualified individuals regardless of actual or perceived race, religion, color, sex, age, national origin, disability, sexual orientation, marital status, personal appearance, matriculation, political affiliation, family status or responsibilities, gender identity or expression, pregnancy, childbirth, related medical conditions or breastfeeding, genetic information, amnesty, veteran, special disabled veteran or uniform service member status or employment status.