Empowering Africa’s tomorrow, together…one story at a time.
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
Job Summary
We are seeking a seasoned and strategic Senior Specialist: Journey & Segmentation to lead the design, orchestration, and optimisation of personalised customer journeys and segmentation strategies within Salesforce Marketing Cloud (SFMC) ecosystem. Operating at the intersection of data, product, and marketing, this role plays a critical part in scaling our lead management and personalisation capabilities across the Retail and Business Bank.You will be responsible for overseeing the development of sophisticated, data-driven customer journeys that drive engagement, conversion, and long-term value. This includes close collaboration with of a team of journey specialists, stakeholders across product and data, and governance of journey design to ensure alignment with business objectives and regulatory compliance.
Job Description
About the Role
We are seeking a seasoned and strategic Senior Specialist: Journey & Segmentation to lead the design, orchestration, and optimisation of personalised customer journeys and segmentation strategies within Salesforce Marketing Cloud (SFMC) ecosystem. Operating at the intersection of data, product, and marketing, this role plays a critical part in scaling our lead management and personalisation capabilities across the Retail and Business Bank.
You will be responsible for overseeing the development of sophisticated, data-driven customer journeys that drive engagement, conversion, and long-term value. This includes close collaboration with of a team of journey specialists, stakeholders across product and data, and governance of journey design to ensure alignment with business objectives and regulatory compliance.
Please note: This is a Fixed Term Contract position for an initial 12 Month period with option to extend.
Key Responsibilities
Own and drive the strategic roadmap for journey orchestration and segmentation, aligning SFMC capabilities with broader personalisation and customer engagement priorities
Lead the design and deployment of high-impact, multi-channel journeys in Salesforce Marketing Cloud to support lifecycle, behavioural, and event-based triggers
Oversee advanced audience segmentation strategies using Data Cloud, SQL, Automation Studio, and Contact Builder to enable hyper-personalised experiences
Guide and mentor a team of journey and segmentation specialists, ensuring consistent delivery quality, capability uplift, and knowledge sharing
Act as the primary liaison between Martech, Product, Data Science, and Marketing teams to translate business briefs into executable, optimised journeys
Lead performance optimisation efforts using data insights, experimentation frameworks, and campaign reporting to continuously improve engagement outcomes
Implement and enforce journey design governance frameworks, ensuring adherence to contact rules, compliance requirements, and data privacy policies
Collaborate with Data Engineering and Architecture teams to enhance data flow, availability, and readiness for customer engagement use cases
Champion best practices and contribute to the development of standard operating procedures, journey documentation, and Martech playbooks
Key Requirements
5+ years of hands-on experience in Salesforce Marketing Cloud, including Journey Builder, Data Cloud, Automation Studio, and Contact Builder
Advanced SQL skills and a deep understanding of data modelling, segmentation logic, and relational databases
Proven track record in building and optimising multi-step, data-driven journeys that deliver measurable business impact
Deep knowledge of CRM governance, customer contact policies, consent management, and regulatory considerations (e.g., POPIA)
Comfortable operating in a complex, fast-paced environment with cross-functional dependencies and high stakeholder expectations
Advantageous: Experience with Sales Cloud, CDP integration, AMPscript, and API-based journey triggers
Soft Skills
Strong strategic thinking and ability to balance long-term vision with tactical delivery
Exceptional communication and stakeholder engagement skills, including influencing at senior levels
Execution-oriented with a focus on continuous improvement, innovation, and operational excellence
Highly collaborative, yet able to work independently and drive outcomes through others
Why Join Us?
Lead the evolution of Martech in one of South Africa’s largest retail banks
Drive impact at scale by shaping how millions of customers experience our products and services
Work alongside a high-performing, innovative team with access to the latest Salesforce technologies and training
Be part of a purpose-led organisation focused on customer centricity, digital transformation, and inclusion
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management StudiesAbsa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
