Jobs at Weaver Fintech Ltd

Role Purpose

• Own the commercial marketing performance of the Lending and Insurance portfolios, lead the marketing agenda within Growth & Engagement, and build the capability to grow it.
• This is a senior, commercially-minded marketer who does more than run campaigns. They bring breadth across direct marketing, product, CX and UX, and contact centre, and use it to improve the whole customer experience, acquisition, conversion, engagement and value, across both verticals. They decide what needs to happen and why. The Campaign Specialist owns how and when.

Scope

Now

• Own commercial marketing for Lending and Insurance. Direct the Campaign Specialist, partner CRM, and drive journey, conversion and CX improvements across both books.

Over Time

• Take over management of Affiliates (from Pierre) to bring the capability in-house and reduce affiliate dependency. Build a product-marketing team as scale requires. Provide succession bench-strength for the Executive: Growth & Engagement role.

Core Responsibilities

Commercial Marketing Ownership

• Own the commercial marketing performance of both portfolios, customer growth, conversion, engagement, retention, cross-sell and marketing effectiveness. Translate business objectives into marketing priorities and commercial recommendations for leadership.

Customer Experience, Journeys and UX

• Own the end-to-end customer journey across acquisition, onboarding, lifecycle, retention, reactivation and cross-sell. Use product, CX and UX experience to remove friction and improve conversion, not just messaging, but the experience itself. Work with CRM and the Campaign Specialist to implement.

Customer Insight

• Build a deep understanding of customers through research, behavioural analysis, complaints, call listening and contact-centre insight, competitor and market monitoring. Turn insight into marketing and experience improvements.

Performance Analysis and Recommendations

• Monitor performance across campaigns, channels, conversion, engagement and ROI. Present insight, root cause, recommendation and action. Never simply present data.

Campaign Prioritisation and Direction

• Set campaign priorities and brief the Campaign Specialist on objective, audience, messaging, offer and desired outcome. Review performance and optimise. This role directs campaigns; it does not produce them.

Leadership and Capability Build

• Set the marketing agenda for the portfolios, build and coach the team over time, and take on Affiliates when ready. Lead through ownership and influence, not administration.

Stakeholder Management

• Work at a senior level with Product, Credit, Risk, Analytics, CRM, Contact Centre, Creative Studio, Compliance and Exco to ensure marketing supports the wider commercial agenda.

What Stays With Others

• Campaign production, workflow, scheduling, asset management and compliance administration sit with the Marketing Campaign Specialist. Lifecycle orchestration and automation sit with CRM. This role briefs, prioritises and directs that work.

Primary KPIs

• Success in the role is measured across both verticals through applications and funded loans, quotes and policies, conversion, silent rate, NTU, persistency and retention, cross-sell and 2+ product penetration, marketing ROI, and, in time, affiliate efficiency and customer-experience measures.

Candidate Profile

• A senior marketer with genuine breadth, comfortable owning commercial outcomes and building capability.
• 8–12 years' marketing experience, financial services preferred
• Breadth across direct marketing, product, CX/UX and contact centre
• Strong digital and CRM / customer-journey capability
• Commercial mindset, fluent in conversion, cost, quality and value
• Strong Excel and Power BI; comfortable with data (SQL desirable)
• Proven leadership and senior stakeholder management
• Potential to grow into an executive Growth & Engagement remit
   

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Role Overview

• The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
• The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.
• Position will be based at our offices in Wynberg, Cape Town.

Key Responsibilities

• Effectively manage all incoming customer queries on voice and digital.
• Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).
• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
• Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues.
• Upsell product offering to new & existing customers in line with required performance standards and targets.
• There may be additional requirements which have not been stipulated above in which case these will be managed in the KPA

About You

• Grade 12 / Matric or equivalent.
• 1 year (minimum) Customer service experience.
• 1-year (minimum) FreshDesk/FreshChat
• 1 year (minimum) sales experience.
• Effective communication skills (verbal and written)
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette and business writing skills
• Client-driven / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional diligence with a thorough approach to work
• Excellent listening and interpersonal communication
• Conducts themselves in a professional manner
• Collaborator but able to work independently
• Comfortable working in an agile environment
• Has the maturity to take accountability for their outputs
• Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
• Problem solving ability
• Has the ability to approach demanding situations with empathy.

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.