Campaign/Dialer Specialist at Telesure Investment Holdings (TIH)

Description

The purpose for this position is to Plan and execute campaigns within the defined timelines. Manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for companies' campaigns. Track, influence, provide solutions and escalate any factors that might affect performance.

This individual must have 3 or more years’ experience, campaign management, dialler management and Connex experience and from Financial/ Insurance industry.

RESPONSIBILITIES

Campaign Planning

• Contribute to the development of the campaign strategy to optimize the campaigns 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. Required, liaising with multi-channel contact Centre management, workforce management.
• Provide input into the design of new campaigns, engaging with marketing.
• Support business in driving new initiatives or special projects.

Project/Campaign Management

• Implement and optimise 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 dialler guided by models to support strategy.

Stakeholder Engagement

• Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
• Liaise and support and provide input regarding campaigns for many stakeholders in organisation.
• Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.

Insights and Reporting

• Maintain, analyse, re-engineer and evaluate new and existing campaigns; as well as 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, commercials (cost per contact, campaign p-factor).
• Provide input and review scripting of campaigns and how the campaign performs.

Continuous Improvement

• Identify and implement optimisation plans around targeting with the goal of increasing campaign profitability.
• Implement initiatives to improve campaign performance based on lead optimisation and segmentation.

Operational Compliance

• Ensure data processes are adhered to – lead scrubbing, data optimisation 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. 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.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent
• Relevant 3 year Business degree / diploma in Business Management
• Campaign Management
• Contact Centre (Advantageous)

EXPERIENCE

• 3 or more years’ experience
• Campaign Management
• Data management experience
• Analytics or MI experience
• Dialler Management
• Experience in the financial services
• Experience of dealing with relevant stakeholders e.g. work force management, contact centres, marketing