The purpose for this position is to plan and execute campaigns within defined timelines. Manage campaigns, data, and metrics to improve overall efficiencies and manage the optimal use of contacts data for the company's campaigns. Track, influence, provide solutions, and escalate any factors that might affect performance.
This individual must have 3 or more years of experience in campaign management, dialler management, and Connex experience from the Financial/Insurance industry.
RESPONSIBILITIES
Campaign Planning
Contribute to the development of the campaign strategy to optimize campaign performance to reach business goals.
Define the campaign brief outcomes to meet the required set targets with the business.
Plan and design the campaign, the timelines, and resource capability and skill set, liaising with multi-channel contact Centre management and workforce management.
Provide input into the design of new campaigns, engaging with marketing.
Support the business in driving new initiatives or special projects.
Project/Campaign Management
Implement and optimize campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.
Manage, track, and govern campaign settings on the dialler guided by models to support strategy.
Stakeholder Engagement
Liaise with the Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
Liaise and support stakeholders in the organization regarding campaigns.
Communicate issue resolution processes and escalation channels to ensure smooth engagement.
Insights and Reporting
Maintain, analyze, re-engineer, and evaluate new and existing campaigns; share/present to the Business Unit the progress, performance, opportunities, threats, and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, and commercials (cost per contact, campaign p-factor).
Provide input and review scripting of campaigns and their performance.
Continuous Improvement
Identify and implement optimization plans around targeting to increase campaign profitability.
Implement initiatives to improve campaign performance based on lead optimization and segmentation.
Operational Compliance
Ensure data processes are adhered to – lead scrubbing, data optimization and segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
BEHAVIORAL COMPETENCIES
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. Maintains excellent composure and professionalism, even in very difficult situations, acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders. Shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
Ensures Accountability
Holds self and others accountable to meet commitments. Tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has a reputation for delivering on commitments.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. Recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.
Business Insight
Applies knowledge of business and the marketplace to advance the organization's goals. Has a sophisticated grasp of business drivers, finds new ways to increase own contribution. Stays attuned to business and industry changes, ensures own activities remain aligned to key objectives.
Action Oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes immediate, decisive action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
Instils Trust
Gains the confidence and trust of others through honesty, integrity, and authenticity. Is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct.
Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. Outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups.
SKILLS
Computer Skills
Support business processes and understand and effectively use standard office equipment and standard software packages, while providing technical guidance as needed.
Connex, SMS Centre, QlikView, AS400, 1Life Sales System, Power BI
Logical Thinking
Apply concepts of knowledge/skill without requiring supervision; also able to provide technical guidance when required.
Data Collection and Analysis
Provide technical guidance when required to analyze data trends for use in reports to help guide decision-making.
Planning and Organising
Provide technical guidance when required to plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
Action Planning
Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Verbal Communication
Use clear and effective verbal communication skills without supervision and provides technical guidance when required to express ideas, request actions, and formulate plans or policies.
Commercial Acumen
Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.
Spreadsheet Expertise
Apply concepts of knowledge/skill and also able to provide technical guidance when required.
Review and Reporting
Provide technical guidance when required to review and create relevant, lucid, and effective reports.
Compliance
Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.
Presentation Skills
Communicate with other people and provide technical guidance when required to speak in a clear, concise, and compelling manner.
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