Customer Relationship Marketing Specialist at Telesure Investment Holdings (TIH)

Introduction    
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).
Specification    
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 fulfilment 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 analyse 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.

Requirements    

• 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 (Advantageous)

Job Closing Date: 10th, March 2022