Latest Jobs at Postbank (SOC) Ltd

Purpose of the Job

• The Direct Customer Engagement Manager develops, manages and optimises targeted, multi-channel customer engagement strategies and campaigns to strengthen customer relationships, drive product adoption, usage and retention, and improve customer experience. The role leverages customer insights to deliver personalised, inclusive communications that support financial inclusion, customer loyalty and sustainable business growth.

Job Responsibilities

• Develop and implement direct marketing and customer engagement strategies to support product adoption, usage, retention and customer loyalty.
• Plan, coordinate and execute targeted, customer campaigns across digital, voice, field and community-based channels.
• Segment customer databases and use customer insights to improve targeting, re-engage inactive customers and strengthen customer relationships.
• Monitor and report on campaign performance, using customer engagement data and insights to evaluate effectiveness and identify opportunities for improvement.
• Ensure compliance with applicable legislation, customer consent and data privacy requirements, brand standards and approved communication protocols,

Qualifications and Experience

• Bachelor’s degree in Marketing, Communications, Public Relations, Commerce or a related field (NQF Level 7).
• A postgraduate qualification in Marketing, Communications, Public Relations, Commerce or a related field (NQF Level 8) would be advantageous.
• 5–8 years’ experience in customer engagement or Customer Relationship Management (CRM), including at least three years in financial services, telecommunications or retail banking.
• Proven experience in customer retention programmes, personalised marketing, customer segmentation and the execution of large-scale direct and below-the-line marketing campaigns.
• Experience in financial services marketing, particularly within state-owned entities or organisations serving massmarket and low-income customers, would be advantageous.

Knowledge and understanding of:

• Direct marketing, customer engagement and Customer Relationship Management (CRM) principles and practices.
• Customer segmentation, behavioural insights, personalised marketing and customer retention strategies.
• Multi-channel campaign planning and execution across digital, voice, field and community-based channels.
• Campaign performance measurement, customer engagement metrics, reporting and return on investment.
• Relevant legislative and regulatory requirements, including, FAIS, POPIA and the Consumer Protection Act (CPA), as well as customer consent, data privacy and brand compliance standards.

Skills and Attributes

• Strong planning, coordination and campaign execution skills, with the ability to manage multiple activities and deadlines.
• Analytical skills, with the ability to interpret customer data, measure campaign performance and translate insights into actionable improvements.
• Strong written and verbal communication skills, with the ability to develop clear, relevant and customer-focused messaging.
• Stakeholder management and collaboration skills to work effectively across business units, agencies and service providers.
• Customer-centric approach, with a focus on building trust, improving customer experiences and strengthening engagement and loyalty.
• Strong attention to detail and commitment to compliance, data privacy and quality standards.
• Innovative and proactive approach to improving customer targeting, personalisation, campaign effectiveness and engagement processes.

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Purpose of the Job

• To develop, implement and safeguard Postbank's brand strategy and identity owning the end-to-end brand management value chain from insight and research through strategy execution to performance measurement, to foster trust, differentiation and loyalty among diverse customers, particularly underserved South African communities in alignment with the Postbank Amendment Act 44 of 2013. translate the brand direction into inclusive positioning and messaging that emphasise accessibility and empowerment in the competitive financial services landscape, utilising comprehensive marketing tools and channels to evolve the brand dynamically. Collaborate with cross-functional teams, execute cohesive brand initiatives, monitor real-time reputation and generate thought leadership content that balancesn commercial appeal with social impact to support customer acquisition, retention and organisational service delivery.

Job Responsibilities

• Develop and maintain Postbank’s brand strategy, positioning, identity and brand guidelines.
• Conduct brand research and customer insights analysis to inform brand decisions and identify opportunities for improvement.
• Plan, coordinate and implement brand campaigns and initiatives across relevant marketing channels.
• Drive always-on brand visibility through consistent brand presence and messaging across customer touchpoints and marketing channels.
• Monitor brand performance, market positioning and reputation, and recommend corrective actions where required.

Qualifications and Experience

• Bachelor’s degree in marketing, Communications, Brand Management or a related field (NQF Level 7).
• 5–7 years’ experience in end-to-end brand management and positioning, including at least 3 years in financial services, retail banking or a similarly regulated, mass-market environment.
• Proven experience in developing and implementing brand strategies, brand guidelines, integrated campaigns and reputation management initiatives.
• Experience in budget management, stakeholder engagement and presenting to senior management would be advantageous.
• Postgraduate diploma or certification in Branding, Brand Strategy or Digital Marketing would be advantageous.

Knowledge and understanding of:

• Brand identity, architecture and governance.
• Integrated brand and campaign management across traditional and digital channels.
• Brand performance measurement, brand health tracking, market research, competitor analysis and social listening.
• Brand reputation management, crisis communication and customer perception.
• South African customer segments, cultural nuances and financial inclusion.
• Relevant regulatory and compliance requirements, including, FAIS, POPIA and applicable advertising standards.

Skills and Attributes

• Strong strategic thinking, analytical and problem-solving skills.
• Ability to translate brand strategy into practical marketing initiatives and consistent brand messaging.
• Strong written and verbal communication, presentation and content development skills.
• Project coordination, budget management and the ability to manage multiple priorities.
• Stakeholder engagement, collaboration and the ability to influence across business units.
• Attention to detail and commitment to brand consistency, quality and compliance.
• Proficiency in brand management, digital analytics, social listening and reporting tools.
• Ability to interpret data and insights to measure brand performance and recommend improvements.