Job PurposeThe Customer Value Management Specialist contributes to the organisational goals by ensuring the effective planning and execution of the Customer Value Management Strategy, against set Key Performance Indicators and budgets, with a clear focus on maximising customer value through insights driven campaigns. This includes all Customer Value Management marketing campaign journeys on cross sell and upsell campaigns, tactical campaigns, and newsletters for the STI brands on all channels with the purpose to create customer loyalty and advocacy, increase retentions, increase share of wallet and longer survival rate for higher customer Life Time Value (LTV).The CVM specialist will ensure detailed plans, campaigns and commercial offers to support the delivery of the CVM strategy. Define, manage and drive the execution of all direct marketing and commercial campaigns that will maximise the customer's lifetime value through extending tenure, growing revenues and improving margins.Plus:Deliver the client's Service Way through personal effort and through others.Support the Treating Customers Fairly principles by providing direction and monitoring the delivery of the TCF behaviours and outcomes.Support the Group Marketing STAR culture.Knowledge and Experience RequirementsLevel of EducationEssential:Grade 12 (Standard 10) with university entrance (NQF4)A relevant 3-year business related degree in Marketing Management or Customer Relationship Marketing.Desirable:Bachelor's Degree in Marketing ManagementBachelor's Degree in Customer Value Management or equivalentIMM Direct Marketing Diploma or equivalent.ExperienceEssential:A minimum of three to five years' experience in a direct response marketing role, preferably in the financial services market, with proven success in the development and execution of direct response marketing campaigns across multiple channels.A minimum of three to five years' experience in a Customer Value Management role and the execution of customer marketing campaigns and programmes.Experience in or working with a creative agency or direct marketing agency.SkillsExcellent interpersonal, communication (both verbal and written) and presentation skills.Strong analytical skills and business acumen.Must have worked with data before especially in a marketing role.Demonstrated track record of success in the development and end-to-end execution of marketing campaigns.Must have excellent skills in MS Word, MS Excel (advance) and MS PowerPoint.Digital design experience. HTML understanding essential.Proven expertise in digital marketing practices.Proven expertise in Customer Relationship Marketing.Ability to transform data and metrics into value-added reports that measure campaign effectiveness.High attention to detail.Strong organisational skills.Good planning, decision-making and problem-solving abilities.An ability to handle multiple tasks in a fast-paced and deadline driven environment.Proactive, strong, quick and detail-oriented execution skills.Highly energetic, confident, optimistic and creative.Additional ExperienceWell experienced in the development of creative and effective direct response marketing campaigns with a great understanding of production management and customer value management.Experience in implementing and managing customer journeys – relating to all digital communication – email, WhatsApp, InApp, SMS, Web and social.Experience in working with data, campaign reporting and translating campaign results.Experience with an agency environment.Creativity is one of the most important skills for a Customer Value Management specialist as they're responsible for developing new and innovative ways for brands to connect with customers and drive value for the customer and the organisation. Proven track record of a campaign which they've managed from ideation to execution is essential.
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