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South Africa

Customer Relationship Marketing Specialist

Company Telesure Investment Holdings
Reference # C1070001
Published 29/07/2020
Contract Type Permanent
Salary Market Related
Location Gauteng Area, Gauteng, South Africa
Introduction
Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.
Job Functions Marketing
Industries Insurance
Specification
Ensure the effective planning and execution of the customer relationship marketing strategy and customer relationship marketing campaigns against set targets and budgets, with a clear focus on maximising customer value through engagement. This includes all customer engagement journey communications, marketing tactical campaigns, upsell and cross sell campaigns, across the STI brands on all channels with the purpose to create customer loyalty and advocacy, increase retentions, increase share of wallet and longer survival rate for higher customer Life Time Value (LTV).

Marketing Campaign Development
Carry out supplier and contract management tasks to support advertising/ promotion/other marketing campaigns. Assist the Customer Relationship Marketing Manager to run the Customer Relationship Marketing strategy per brand, and all activities that are associated with this across the business.
•Proof read and manage sign-off process on all creative development and execution of campaign materials, such as emails, SMS, app notifications, online messages, any design elements, infographics, banners, letters, etc.

Marketing Planning
Contribute to the development of customer relationship marketing and tactical campaigns. Work closely together with the Customer Relationship Marketing Manager to develop and own customer journeys for the STI brands, and develop and execute tactical and seasonal campaigns.

Marketing Execution
Execute a marketing plan for a particular product, service, or specialty area while working within established marketing systems. Coordinate the Customer Relationship Marketing campaign calendar and ensure that all campaigns are executed timeously. Oversee the campaign production process to ensure timeous and accurate delivery into all channels, e.g. SMS, email, in-app, and social media. Manage customer service response protocol to ensure all responses to queries and complaints (online, email, SMS) are appropriate, timeous and consistent.

Marketing Communications
Develop and deliver marketing communications campaigns across all media to support the business plan and increase retentions and customer lifetime value. Assist on a variety of ad-hoc marketing and communication initiatives, as needed and instructed by the Customer Relationship

Marketing Manager.
External Consultant or Contractor Engagement Prepare briefings and information for external consultants or advisors to support the delivery of key projects and/or ad hoc services. Monitor and evaluate outcomes and recommend remedial actions where necessary. Brief external partner agencies, brief internal creative studio, brief internal service providers and any other stakeholders that will help deliver the customer engagement strategy across the STI brands.

Data Collection & Analysis
Collate and analyze data using pre-set tools, methods and formats. Involves working independently. Manage and track all campaign reports from Email Service Provider, SMS Service Providers, and any other software tool, or otherwise, used for the execution of the Customer Relationship Marketing strategy and tactical campaigns. Continuously work with the Customer Relationship Marketing Manager to analyse results of campaigns.

Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports. Review campaign results and make recommendations on campaign refinement that will result in improved performance. Manage, track and measure campaigns and communicate results accordingly. Present monthly reports on all campaigns executed within the month Work with internal teams including Data Analytics, Campaign Specialist teams,
Brand Marketing teams and the Digital Marketing teams to define campaign requirements to ensure reliable results in upsell/cross sell of products and services.

Budgeting
Track budgets and report variances to report these to the Customer Relationship Marketing Manager.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Stakeholder Engagement
Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Communicate with all stakeholders internally and externally to ensure that everyone is timeously advised of all customer communications and campaigns.

Leadership and Direction
Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Organizational Capability Building
Provide coaching to team members to develop their skills.

Requirements
General Education
Grade 12/ SAQA Accredited Equivalent (Essential);
A relevant 3-year degree in Marketing Management and/or Customer Relationship Marketing, and/or IMM Direct Marketing Diploma or equivalent(Essential);
Honours/Masters Degree in Marketing (Advantageous)

General Experience
3 or more years experience in Direct Marketing or Customer Relationship Marketing (Essential);
Experienced in the development of creative and effective direct marketing campaigns with a great understanding of production management (Essential);
Experience working within a Financial Services Industry (Advantageous);
Experience in or working with a creative agency or direct marketing agency (Advantageous);
Experience in implementing and managing the customer journey relating to online presence across web, email and social media (Advantageous).

*SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.
Job Closing Date 06/08/2020
   
   
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Last Updated: 30-7-2020 [20.07.03.04]
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