Head of Campaigns & Value Management at Old Mutual

Job Description

This role is accountable for defining the customer experience, the campaigns strategy including value analytics and leads generation; and implementing customer servicing strategies and requirement/models that align to the customer experience. The incumbent is accountable for achieving results through a small team over periods of up to 1 year.

Customer Experience And Strategies

• Defines the customer and service experience
• Develops new service models aligned to CVP's
• Manages the implementation of the service model into PF Operations
• Establishes processes, systems, and tools to gather customer experience data, complaints and service levels.
• Builds models and tools to understand track and integrate the customer lifecycle into campaigns and customer engagements.

Customer Data Analysis and Leads

• Manages the mining, sorting, and analyses of customer data to develop customer insights and leads.
• Manages the process of generating leads and ensuring leads are directed to the appropriate advice team.
• Analyses customer data to develop personalised view of customers and where they are in their lifecycle
• Integrates customer data into CVP's, marketing strategies, customer strategies, campaigns, and financial advice

Customer campaigns

• Develops customer campaign strategies based on their lifecycle and customer segment
• Manages the execution of customer campaigns
• Measure and report on the effectiveness of campaigns.
• Implement measures to improve the customer experience and service experience

Customer profitability

• Monitors customer profitability and implement interventions to improve profitability

Qualifications And Experience

• Degree in Finance, Statistics, Marketing, Economics or Actuarial science
• Post-graduate qualification advantageous
• 5 years of experience within the financial services industry
• Distribution channel experience advantageous
• Proven, relevant track record in customer experience, championing customer and campaigns

The appointment will be made from the designated group in line with the Employment Equity plan of Old Mutual South Africa and the specific business unit in question.

Skills

Education

Closing Date

28 October 2022