Senior Manager: Digital Engagement at Hollard Insurance

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