Manager: Marketing at wePlace

Purpose Statement:

• To be the custodian of the CE communication strategy, understand the Bank’s market and clients’ needs and act as an advisor to internal business stakeholders on content, channels, systems and data related to CE.
• To meet business objectives through acquiring and optimising quality clients as well as support client value and service communication journeys.
• To develop effective client engagement strategies using CE best practice, channel and behavioural science techniques and plans in order to deliver the right message, to the right client, at the right time and on the right platform for their products and services.

Key Tasks and Accountabilities: 
Delivery of CE marketing business objectives.

• Provide support to the Head: Client Engagement in respect of CE communication journey strategy and business objectives as well as propose and motivate activities, projects and processes.
• Accountable for strategic campaign planning of all CE related programmes and campaigns and manage the execution of same through the team using Salesforce Marketing Cloud and AWS Data technology
• Proactively understand the business objectives / portfolio objectives and the Book of Work (BOW) so as to align CE with marketing activities and decide how to take innovations to market thourgh the below the line channels.
• Responsible for understanding BOW deliverables and business and acquisition and cross sell / upsell requirements; manage the function to align activities and the team to these deliverables
• Review and interpret market research in relation to the marketing strategy and competitor behaviour
• Conceptualise and utilise CE Marketing Channels to market products and services which are client focused; fit for purpose.
• Manage the team to deliver across sales channels and understand product take up and performance across channels.
• Present and align integrated marketing roadmaps, plans and post campaigns (reporting) to relevant stakeholders across the business.

Client Value Proposition

• Input and influence CE technology and data developments to ensure fit for purpose and client centric design
• Support and provide client insights in relation to the client engagement and campaigns to Product Owner and Product Delivery Teams (right product, right time.).
• Collaborate and align with client experience, retail marketing and studio teams on content and journey design
• Provide specialist knowledge to guide development teams on how products should be built. E.g. The development of new channel templates for WhatsApp and In App.
• Implement the product roadmap for customer engagement in order to inform the creation and prioritisation of the backlog.
• Collaborate with business stakeholders from multiple departments to deliver their business objectives through customer centric campaigns.
• Unlock new customer opportunities to keep customers engaged with the Rewards program.
• Continuously research industry trends and customer needs and implement reward strategies in order to Acquire new customers.
• Analysis and execution of customer lifetime value / customer life-cycle campaigns.
• Plan and deliver Rewards CRM strategies that encourage customer retention and customer loyalty.
• Grow customer profitability by utilising the full suite of offers from the Bank.
• Work closely with all departments to ensure the Rewards Customer Engagement works effectively for all aspects.
• Use direct and owned marketing channels to communicate personalized experiences to customers.
• Implement testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Work with data science capabilities to use technology to deliver a personalized experience for customers across all channels.
• Work with Retail Marketing team to deliver a strong omnichannel customer experience.
• Support commercial teams to ensure strong promotional coverage of rewards deals.
• Work with brand teams to ensure rewards deals and campaigns are a focus in all ATL marketing channels

Integrated Marketing

• Collaborate with other Marketing Managers to ensure integration within and across all the marketing portfolios.
• Responsible for managing the team and function in respect of an ominchanne communication approach acros
  • Align on Product Positioning in Market (New)
  • Evaluate competitor activity
  • Monitor overall portfolio budgets and product performance (MOS)
  • Manage external advertising/promotional agencies relationships
• Direct Marketing: Acquisition + Cross Sell / Upsell
  • Understand our clients, what their requirements are and guide business decisions that are aligned to client needs.
  • Build long term sustainable relationships through automated programmes by understanding client behaviour and engagement needs
  • Ensure team understands the clients, their requirements and guide business decisions that are aligned to client needs.

Operational Management

Stakeholder Management

• Be the key point of contact for internal stakeholders (As per product portfolio)
• Develop and maintain a thorough understanding of stakeholders’ deliverables (aligned to book of work) and agree on supporting activities
• Provide weekly updates / status as contracted with the stakeholders and manage stakeholder communications.

Budgeting

• Responsible for monitoring and report of budgets as well as out of budget requirements.

Team management

• Responsible for ensuring internal and external resources are geared towards delivering client engagement and Marketing objectives
• Responsible for the recruitment of the CRM Solution Architects.
• Team Performance Development Plans , KPI’s and Performance Reviews are captured timeously
• Oversee team’s personal development plans and performance management
• Contract KPAs
• Ensure feedback received within contracted KPAs
• Continuous evaluation of the team and function
• Identify improvement opportunities, including driving input from the team

Reporting

• Report on the monthly client engagementactivity for inclusion in the Management reporting pack
• Report on monthly performance
• Report on campaign effectiveness and provide insights and recommendations

Qualification: 

• Minimum: Bachelors Degree in Marketing or Business Management
• Ideal: Post Graduate Diploma in Marketing or Business Management

Experience:
Minimum:

• 5+ years marketing experience in a large, complex and client focused organisation
• CRM strategy, systems and data
• Direct Marketing
• Managing a team

Ideal:

• Salesforce Marketing Cloud Experience
• Experience gained preferably in an FMCG, retail banking or services industry.
• Cross functional project coordination / management

Closing Date: 2024-11-09