Digital Communications Manager

Seddiqi Holding is a family-owned and managed company with a unique, diversified portfolio of businesses and brands across numerous sectors. The business units include Ahmed Seddiqi the longest standing and largest unit within the group, Seddiqi Properties, Swiss Watch Services and Mizzen

We are looking for a Digital Communications Manager to lead the company's customer lifecycle communication strategy along with the Head of Digital Marketing, aligning stakeholders on a strategic transformation roadmap delivering a unified and automated digital customer communications framework, spanning multi touch points for all brands and regions. The role owns Salesforce Marketing Cloud ecosystem, and will manage platform implementation, ensure data governance and compliance, optimize campaigns, and drive innovation - ultimately elevating customer engagement, boosting revenue and customer lifetime value.

Key Responsibilities

Strategic Leadership

• Define and evolve along Head of Digital Marketing the Digital Communications the strategy aligned with brand and business objectives.
• Translate customer insights into actionable lifecycle marketing strategies. Turning raw behavioral, transactional, and demographic data into structured, personalized communication plans that guide customers through their journeyfrom acquisition to retention and reactivation. It's about using data to understand who the customer is, what they need, when they need it, and how to engage them across multi touch points.
• Collaborate with brand partners to ensure Digital Communications compliance and alignment with contractual expectations. The stakeholders that the role will manage are usually very senior levels, that require the same or closer level of seniority to manage the communications and planning at the right level, this helps to empower the role holder to manage with confidence and move faster with the decision making process and gives us as a company the confidence we need to delegate such important decisions, the stakeholders the role managing the relationship with on daily basis including and not limited to internal BU general managers and external partners director of marketings and head of CRM.
• Define and socialize the multi-brand communication roadmap, aligning it with broader marketing, product, and technology strategies.
• Influence budget allocation and resource planning by highlighting opportunities for automation, efficiency, and innovation.
• Translate complex platform capabilities (e.g., SFMC features, data integrations, AI-driven personalization) into clear business benefits.

Platform Ownership

• Alongside the implementation partner and vendors, manage SFMC configuration, data extensions, integrations, and platform governance.
• Ensure data privacy, consent management, and compliance with internal and external policies.

Campaign management

• Liaise with the implementation partner to design the strategy, build and deploy automated journeys (e.g., welcome, replenishment, win-back).
• Design lifecycle journeys using Journey Builder, aligning each stage with specific goals (onboarding, engagement, conversion, retention).
• Apply dynamic content and personalization logic (via AMPscript and SQL) to tailor messages to individual preferences and behaviors.
• Run and optimize campaigns across email, SMS, WhatsApp, and push channels.
• Manage campaign calendar alongside the retail calendar and special occasions and ensure timely delivery across all brands.

Segmentation & Personalization

• Define and manage audience segments using first-party data. Analyze customer behavior across digital channels (e.g., email opens, site visits, purchase history). Use SFMC tools like Contact Builder and Data Extensions to segment audiences based on lifecycle stages.
• Implement dynamic content and personalization strategies to improve engagement and conversion.
• Put together the strategic design and technical execution of personalized digital communication experiencestailored to each customer's behavior, preferences, and lifecycle stageusing Salesforce Marketing Cloud (SFMC).

Performance & Optimization

• Monitor campaign performance and journey effectiveness using KPIs and dashboards.
• Establish clear KPIs such as open rates, click-through rates, conversion rates, unsubscribe rates, bounce rates, and time-to-conversion.
• Align these metrics with broader business goals like revenue contribution, retention, reactivation, and engagement uplift.
• Use tools like SFMC Analytics Builder, GA4, Tableau, or Power BI to create real-time dashboards.
• Provide recommendations to leadership based on customer behavior and campaign data.
• Visualize performance across journeys, segments, and channels (email, SMS, push, WhatsApp) to identify trends and anomalies.
• Monitor how customers move through multi-step journeys: Where do they drop off Which messages drive action Evaluate the timing, frequency, and sequencing of messages to optimize engagement and reduce fatigue.
• Present performance insights to stakeholders with clear narratives that connect data to business impact.
• Run A/B and multivariate tests to validate which messages, timings, and channels perform best, continuously improvement initiatives.
• Use insights from SFMC analytics, GA4, or Power BI to refine strategies continuously.

Cross-Functional Collaboration

• Act as the Digital Communications lead across marketing, IT, analytics, and legal teams.
• Coordinate with external vendors and internal stakeholders to ensure seamless execution.
• This responsibility involves acting as the central point of contact between internal teams (e.g., brand, content, data, IT, eCommerce) and external partners (e.g., SFMC implementation partners, marketing agencies, MarTech vendors, platform consultants) to ensure that digital communication campaigns are executed smoothly, on time, and to specification.
• Act as a liaison between internal teams (e.g., content creators, data engineers, legal/compliance) and external vendors to streamline workflows.
• Host regular syncs or stand-ups to track progress, resolve blockers, and maintain momentum.
• Oversee agency or implementation vendor performance, ensuring adherence to SLAs, quality standards, and platform best practices.
• Provide vendors with access to necessary tools (e.g., SFMC), documentation, and brand guidelines.

Training & Enablement

• Train internal teams on SFMC capabilities and best practices.
• Develop Digital Communications playbooks, SOPs, and documentation.
• Create documentation, playbooks, and tutorials covering SFMC modules (e.g., Email Studio, Journey Builder, Automation Studio).
• Tailor materials for different rolesmarketers, analysts, developersbased on their interaction with the platform.
• Lead workshops and live demos to walk teams through campaign setup, journey creation, personalization scripting, and reporting.
• Offer role-specific enablement sessions (e.g., for content teams on dynamic content, for data teams on segmentation logic).
• Share updates on new SFMC features (e.g., Einstein AI, Interaction Studio) and how to integrate them into existing workflows.
• Encourage certification paths and provide guidance on becoming SFMC specialists, consultants, or developers.
• Onboard agencies and vendors to the organization's SFMC environment and digital communication standards.

In order to be successful in this role, you should have:

• Bachelor's degree in marketing, Data, Analytics, Digital Communications, or related field.
• 5+ years of experience in Email marketing, digital marketing, and marketing automation.
• Hands-on experience with Salesforce Marketing Cloud (SFMC) is essential.
• Deep technical expertise in SFMC modules and scripting languages (AMPscript, SQL, HTML), as well as a strong grasp of data architecture and platform integrations.
• Strong understanding of customer lifecycle marketing and omnichannel engagement.

If you are ready for your next challenge, Apply Now!