The opportunity:
To be responsible and accountable for direct, outbound Customer Communication within the Financial Services, as well as provide strategic direction in the overall campaign environment pertaining to direct marketing.
Key Responsibilities:
Maximize people productivity through following the correct departmental and people management processes;
Performance management - Track performance and identify opportunities of teams
Ensure team is right sized for demand
Succession plans are in place, where appropriate.
Talent management plans are in place
Provide VAS & Credit Marketing with analysed data to improve and influence strategic decision making, as it pertains to direct marketing campaigns;
Assess the requirements and objectives of key role players
Report / present information to key role players and influence key role players in decision making based on the analysis provided.
Determine and agree delivery with key role players to ensure that data required is delivered timeously.
Jointly evaluate opportunities for growth (with stakeholders)
Accountable for executing the customer engagement strategies in a timeous and accurate manner;
Manage campaign planning and execution strategy process.
Provide strategic direction into the overall campaign process.
Take accountability of delivering an efficient channel process that is aligned with business unit strategy
Provide input, direction and resource allocation for strategic systems related to area of responsibility;
Assess the impact of new as well as existing system changes to dependent functionalities to ensure impact of implementing new systems/products is managed and understood.
Assess the impact of new as well as existing system changes to processes as it relates to outbound customer communication.
Optimization and enhancement of processes (automation) as per business standards;
Continuously review current processes as it relates to outbound customer communication and provide recommendations where improvements are required
Present solutions to change forum for approval and drive priority, implementation & change management
Business owner of Marketing Data Mart;
Set up and maintain a full data dictionary
Together with change forum, design technical solutions and sign-off
Communicate changes to relevant stakeholders (change management)
Create formal testing methodology
Responsible for testing of all changes
Stakeholder Management;
Builds and maintains relationships with key role players across TFG
Maintains relationships with external stakeholders & suppliers (Channel partners e.g. SayHi\Hyve\Everlytic)
Minimum Requirements:
Relevant completed degree in Business with some numerate/analytical courses
Relevant Marketing technology experience (operational and theory)
At least 5-8 years' experience management experience in a similar environment
Experience in coding using packages (SQL, SAS, R, Python)
Good strategic and conceptual abilities
Forecasting and reporting experience
High attention to detail
Excellent documentation and verbal communication skills
Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.
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