Digital Consumer Experience Manager

Digital Consumer Experience Manager

Based in Irene, South Africa

Up to 30% of Field Support

Reports to Africa Digital Consumer Experience and Ecosystem Lead

Who are we?

VIYA Health Enterprise Ltd is a private company dedicated to addressing the needs of women throughout their sexual and reproductive health journey. Our mission is to eliminate barriers to trusted information, quality products, and essential services ensuring that women can access the support they need with ease and confidence.

We focus on empowering women to make informed choices that enhance their health and wellness by expanding options and addressing challenges related to accessibility. Our vision is to create a seamless and supportive experience for women by leveraging an omnichannel strategy combining innovative digital platforms with a deeply consumer-centred approach to improve reproductive health outcomes across the communities we serve.

Purpose of the Role

The Digital Consumer Engagement Manager will lead the execution of Viya Health''s digital consumer strategy across the South African market. This is a commercially grounded, consumer-obsessed role that blends digital marketing, content strategy, community growth, omnichannel execution, and performance analytics to deliver seamless, culturally resonant consumer experiences.

South Africa represents 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 bring deep knowledge of the South African consumer, strong digital fluency, and the leadership presence to drive results across a complex, multi-stakeholder environment. We are looking for a hands-on executor and strategic thinker who can translate global frameworks into local impact and who is ready to grow into broader regional leadership as Viya scales across South Africa.

Key Responsibilities:

Consumer Experience Strategy & Omnichannel Execution

• Localize and implement Viya''s consumer experience strategy for the South African market, ensuring a seamless, frictionless 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: while offline delivery is led by commercial and third-party partners, this role is accountable for ensuring the end-to-end consumer journey remains coherent, consistent, and friction-free across all channels.
• Map consumer journeys for South Africa; identify friction points, channel gaps, and moments that matter and drive resolution in collaboration with commercial, clinical, regulatory, and technology teams.
• Champion consumer-centred thinking across the South Africa business.
• Monitor trends in digital health, consumer tech, and women''s health within the South African and broader regional context to surface opportunities for innovation and differentiation.
• Input into the Africa regional and global consumer experience strategy, contributing South Africa market intelligence, consumer insights, and commercial realities to inform direction and priorities.
• Coordinate with Viya''s regulatory and quality-of-care teams to ensure the consumer experience meets relevant compliance and quality standards in the South African regulatory environment

Digital Marketing & Campaign Management

• Lead the planning and execution of digital marketing campaigns to increase awareness, demand, and conversion for Viya Health products and services in South Africa.
• Implement digital brand strategies that strengthen visibility, engagement, and market positioning, ensuring brand consistency across all platforms and touchpoints.
• Execute performance-driven strategies to improve consumer experience and grow revenue, optimizing against key metrics including CPA (cost per acquisition), ROAS (return on ad spend), NPS (Net Promoter Score), and CSAT (Customer Satisfaction Score).
• Maintain a data-driven, test-and-learn approach to continuously optimize campaigns and consumer journeys.
• Deliver clear, concise performance reports and strategic recommendations to regional leadership and cross-functional teams.

Digital Ecosystem Implementation & OptimiSouth Africation

• Lead the end-to-end implementation and day-to-day performance of Viya''s omnichannel digital ecosystem in South Africa, including app, e-commerce platform (WordPress + WooCommerce), CRM, and associated tools.
• Manage Viya''s digital platforms including website, WhatsApp, Facebook, Instagram, and e-commerce, ensuring a unified, on-brand consumer experience from discovery through purchase to ongoing engagement.
• Serve as the South Africa market''s primary interface with the Africa Regional CX lead: articulate market requirements, surface consumer and implementation insights, and coordinate delivery timelines and localization needs.
• Identify optimization opportunities across the digital ecosystem and work with teams to prioritize and resolve issues in line with South Africa market needs.
• Leverage digital channels including social media, SEO, email marketing, paid media, and influencer partnerships to drive reach, relevance, and revenue.
• Support the implementation of donor-funded digital health projects in market where applicable, ensuring alignment with Viya''s broader consumer experience standards and ecosystem architecture.
• Manage vendor and agency relationships in market as required to support ecosystem delivery and performance.
• Deliver results by increasing conversion rates, growing our user base, and driving product and service uptake.

Content, Community & Brand Experience

• Own the South Africa content and brand experience strategy across owned channels - app, e-commerce, social media, email, and in-clinic - ensuring content is relevant, culturally resonant, and aligned to global brand and consumer experience standards.
• Oversee the creation of high-impact content for digital platforms, including social media, blogs, and the website; collaborate with content managers, creative teams, brand ambassadors, and partners to ensure alignment with brand voice and strategic priorities.
• Build and manage Viya''s consumer community in South Africa, driving engagement, advocacy, and loyalty through community programming and digital activations that reflect the nuances of the South African consumer.
• Collaborate with the Africa Regional CX lead to adapt and localize campaigns, assets, and messaging for South African audiences, ensuring cultural relevance without compromising brand integrity.
• Oversee influencer and partnership strategies in market where relevant to community growth and the consumer brand experience.
• Lead effective content operations, including planning, production workflows, and publishing, using CMS tools and digital asset management systems.

Consumer Insights & Performance

• Build and maintain a robust South Africa consumer insights capability: synthesize data from app behaviour, e-commerce, community sentiment, in-clinic interactions, and market research into a clear, ongoing picture of the South African consumer.
• Leverage both native tools (e.g. Meta Business Suite, Google Analytics) and third-party platforms (e.g. HubSpot, Hootsuite, Hotjar) to track, analyze, and optimize digital performance.
• Translate consumer intelligence into actionable recommendations that inform in-market execution and feed into Africa regional and global roadmaps.
• Define and own South Africa CX KPIs and performance dashboards; provide regular reporting against targets to local and regional leadership.
• Use data and behavioural insights to drive community growth, increase user retention, and maximize customer lifetime value.
• Maintain a data-driven, test-and-learn approach to continuously optimize campaigns and consumer journeys.
• Track consumer experience benchmarks against relevant regional and global standards, identifying gaps and opportunities for improvement.

Cross-functional Collaboration & Stakeholder Management

• Operate effectively in a matrixed structure: collaborate closely with the Africa Regional CX lead on strategy, standards, and consumer experience frameworks; partner with the Technology team on ecosystem delivery; and work cross-functionally with South Africa commercial, marketing, clinical, regulatory, and quality-of-care teams.
• Manage the South Africa CX and ecosystem budget, ensuring effective allocation of resources to maximize return on investment.
• Establish feedback loops between South Africa consumers and regional and global teams, ensuring that market-level insights shape decisions on product, experience design, and technology prioritization.

This is not an exhaustive list of all tasks that an incumbent is expected to perform but is instead a summary of the primary responsibilities and requirements of the job. The incumbent may be asked to perform duties not included above. Viya Health reserves the right to revise job profiles at any time based on changes to the required job responsibilities.

Requirements

Qualifications and Experience:

• 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 behaviour, digital adoption patterns, platform preferences, and cultural nuances.
• 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 A/B testing and performance analysis.
• Proven track record in content strategy, message development, 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.

Skills & Abilities

• Financial Acumen: proven ability to plan, manage, and optimize budgets with clear return-on-investment orientation.
• Consumer Focused: relentless focus on the end-to-end consumer journey - from awareness to advocacy - with a deep understanding of the South African woman''s lived experience.
• Strategic Thinking & Agility: ability to operate with clarity and confidence in ambiguous, fast-moving environments; translating global strategy into grounded local execution.
• Strong Analytical Thinking: ability to interrogate data across platforms, translate insights into action, and communicate findings to stakeholders at all levels.
• Exceptional Communication & Storytelling: outstanding verbal and written communication skills, with the ability to craft compelling narratives for diverse audiences - from consumers to senior leadership.
• Cross-functional Collaboration & Influence: proven ability to drive outcomes through others, without direct line authority, across commercial, clinical, technology, and global teams.
• Planning, Prioritization & Execution Rigour: structured approach to managing multiple projects and workstreams simultaneously, consistently meeting deadlines under pressure.
• Digital Fluency: deep hands-on proficiency across content creation, e-commerce, community management, paid media, and analytics platforms.

Key Personal Competencies

• Entrepreneurial, execution‑driven self‑starter with a strong bias for action; thrives in fast‑paced, ambiguous environments and consistently translates strategy and ideas into measurable results.
• Data‑driven and commercially minded decision‑maker with strong analytical and reporting skills; continuously tests, learns, and optimizes campaigns to drive growth and return on investment.
• Creative, innovative, and strategic thinker with a strong growth mindset; comfortable challenging assumptions, experimenting with new approaches, and balancing attention to detail with big‑picture objectives.
• Highly organized and resourceful problem‑solver with strong project management skills; effectively prioritizes and manages multiple initiatives, often with limited resources, while meeting tight deadlines.
• Collaborative and influential communicator who works effectively within cross‑functional and multicultural teams; able to articulate ideas clearly, gain buy‑in, and adapt messaging for varied stakeholders.

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.#Viya