Customer Relationship Marketing Specialist

Join this leading insurer as a Customer Relationship Marketing Specialist at their offices in Johannesburg.

The successful candidate will ensure the effective planning and execution of the Customer Relationship Marketing Strategy against set targets and budgets, with a clear focus on maximizing customer value through engagement. This includes all Customer Relationship Marketing journey communication, marketing tactical campaigns, upsell and cross sell campaigns, across 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).

RESPONSIBILITIES

 Marketing Campaign Development

Carry out supplier and contract management tasks to support advertising/ promotion/other marketing campaigns.

Assist the Customer Relationship Marketing Manager to run the Customer Relationship Marketing strategy per brand, and all activities that are associated with this across the business.

Proof read and manage sign-off process on all creative development and execution of campaign materials, such as emails, sms, app notifications, online messages, any design elements, infographics, banners, letters, etc.

Develop, plan and implement customer engagement journeys for the relevant brands, and develop and execute all campaigns.

Marketing Planning

Contribute to the development of customer relationship marketing and tactical campaigns.

Work closely together with the Customer Relationship Marketing Manager to develop and own customer journeys for the STI brands, and develop and execute tactical and seasonal campaigns.

Marketing Execution

Execute a marketing plan for a particular product, service, or specialty area while working within established marketing systems.

Coordinate the Customer Relationship Marketing campaign calendar and ensure that all campaigns are executed timeously.

Oversee the campaign production process to ensure timeous and accurate delivery into all channels, e.g. SMS, email, in-app, and social media.

Manage customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent.

Work with the Customer Relationship Marketing Manager to execute the Customer Relationship Marketing strategy for each brand, across the business.

Responsible for achieving Customer Relationship Marketing Retention targets, upsell and cross sell targets and any targets associated with any campaign to drive business growth.

Work with Operations to ensure fulfillment of all campaigns.

Marketing Communications

Develop and deliver marketing communications campaigns across all media to support the business plan and increase retentions and customer lifetime value.

Assist on a variety of ad-hoc marketing and communication initiatives, as needed and instructed by the Customer Relationship Marketing Manager.

External Consultant or Contractor Engagement

Prepare briefings and information for external consultants or advisors to support  the delivery of key projects and/or ad hoc services. Monitor and evaluate outcomes and recommend remedial actions where necessary.

Brief external partner agencies, brief internal creative studio, brief internal service providers and any other stakeholders that will help deliver the customer engagement strategy across the STI brands.

Data Collection & Analysis

Collate and analyze data using pre-set tools, methods and formats. Involves working independently.

Manage and track all campaign reports from Email Service Provider, SMS

Service Providers, and any other software tool, or otherwise, used for the execution of the Customer Relationship Marketing strategy and tactical campaigns.

Continuously work with the Customer Relationship Marketing Manager to analyze results of campaigns and gather insights for future campaigns.

Insights and Reporting

Prepare and coordinate the completion of various data and analytics reports.

Review campaign results and make recommendations on campaign refinement that will result in improved performance.

Manage, track and measure campaigns and communicate results accordingly.

Compile and present monthly reports on all campaigns executed within the month.

Work with internal teams including Data Analytics, Campaign Specialist teams, Brand Marketing teams and the Digital Marketing teams to define campaign requirements to ensure reliable results in upsell/cross sell of products and services.

Manage all campaign reports supplied by internal or external Business Information tools or departments and ensure all results are tracked and recorded.

Budgeting

Track budgets and report variances to report these to the Customer Relationship

Marketing Manager.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation and industry best practices through ongoing education, attending conferences, and reading specialist media.

Stakeholder Engagement

Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Communicate with all stakeholders internally and externally to ensure that everyone is timeously advised of all customer communications and campaigns.

Leadership and Direction

Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization''''s strategy, mission and vision; motivate people to achieve local business goals.

Organizational Capability Building

Provide coaching to team members to develop their skills.

BEHAVIORAL COMPETENCIES

Plans and Aligns

Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others'''', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others'''' ideas and input.

Ensures Accountability

Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others'''' comments. Creates rich documents and reports.

Drives Results

Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Business Insight

Applies knowledge of business and the marketplace to advance the organization''''s goals. For example, 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.

Cultivates Innovation

Creates new and better ways for the organization to be successful. For example, approaches professional work in unique or innovative ways. Offers original ideas. Appreciates others'''' creative ideas and solutions and provides helpful input to enhance them.

Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, has 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.

SKILLS

 Planning and Organizing

Plan, organize, prioritize and oversee activities to efficiently meet business objectives. Provide technical guidance when required.

Action Planning

Develop appropriate plans or perform necessary actions based on recommendations and requirements. Provide technical guidance when required.

Verbal Communication

Use clear and effective verbal communication skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

Works under guidance to analyze data trends for use in reports to help guide decision making.

Marketing Commercialization

Works with guidance to develop the best possible commercial proposition that fulfills the needs of the client and the marketplace.

Project Management

Manage projects and/or programs within desired cost, time and quality parameters and provide technical guidance when required.

Brand Management and Development

Works with guidance to maximize a brand''''s impact and market value by managing and developing all aspects of the brand.

Contract Management

Supervise the construction of assigned properties according to instructions and provide technical guidance as needed.

Project Planning

Sequence and schedule tasks into a project plan and provide technical guidance when required.

Computer skills

Support business processes by understanding and effectively using standard office equipment and standard software packages, and provide technical guidance as needed.

Microsoft Office Suite; Mail Chimp; Everlytic; SMS Service Provider; Digital design experience. HTML understanding.

General Education

Grade 12/ SAQA Accredited Equivalent (Essential)

A relevant 3-year business related degree in Marketing Management or Customer Relationship Marketing (Essential)

Bachelor’s Degree in Marketing Management / Customer Relationship Management or equivalent

(Advantageous)

IMM Direct Marketing Diploma or equivalent (Advantageous)

General Experience

3 to 5 years'''' experience in a direct marketing role, preferably in the financial services market, with proven success in the development and execution of direct marketing campaigns across multiple channels (Essential)

 3 to 5 years’ experience in a Customer Relationship Marketing role and the execution of Customer Relationship Marketing programmes (Essential); Experience in or working with a creative agency or direct marketing agency (Essential)

Experience working within a Financial Services Industry