Senior Manager: Digital Enablement at Hollard Insurance

Job Purpose 
The Digital Engagement Manager is responsible for developing and executing on a smart, agile, customer first digital customer engagement strategy. The Digital Engagement Manager will also be responsible to design, test and deploy digital customer journey maps as well as monitor, measure and improve on the DX (Digital experience) across these platforms.

Key Responsibilities:

• Create the strategy and lead the transformation of our customer facing digital platforms to improve customer engagement and maximize revenue, including creating and implementing a multi-year digital roadmap
• Optimize our digital customer experience journeys, offers and conversion points to drive customer engagement and revenue
• Plan, execute, and measure experiments and conversion tests
• Instrument conversion points and optimize user funnels
• Collaborate with internal teams to create landing pages and optimize user experience
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
• Align SEM and SEO strategies by identifying in-market keyword opportunities through continued strategic monitoring
• Measure and report performance of the all-customer engagement platforms and assess against goals (ROI and KPIs). Identify trends and insights, and optimize spend and performance based on the insights 
• Implement digital customer engagement campaigns according to business goals
• Coordinate and manage the creation of all digital content such as website, blogs, infographics, videos etc. 
• Regular monitoring of digital presence 
• Work to improve our brand presence
• Maintain and manage all our social media channels
• Liaise with Marketing, Sales and Product development teams
• Suggest and implement direct marketing methods 
• Suggest strategies and methods for improvement
• Regularly track and get insights into competitors' strategies
• Develop and monitor ROI and KPIs
• Stay up to date with digital media technologies and latest trends
• Experience with digital content management
• Manage relationships with all digital stakeholders, departments or agencies (both internal and external to Hollard)

Required Knowledge and Experience    

• Business thinking, problem structuring and problem-solving ability
• Strong analytic ability
• Strategic thinking – continuous improvement, strategy translation
• Business acumen
• Result-driven with ability to establish credibility among varied audiences
• Managing complexity
• Stress management / resilience
• Be customer centric 
• Experience of providing digital channel management
• Customer-centered approach
• Understanding of Marketing Research Technologies and Principles
• Understanding Consumer and data insights
• Customer Servicing Model/ Customer Engagement Management
• Excellent understanding of digital technologies and identifying, sourcing and delivering new technologies to improve customer engagement and drive growth

Educational Requirements    

• Matric 
• University graduate with a minimum of 5 years’ experience in digital marketing space or digital customer engagement
• Deep understanding of financial services/Insurance industry incl. market and competitor landscape

Closing Date: 11th, May 2022