Customer Value Management Specialist (Hybrid)

SUMMARY:
If you have extensive experience in direct digital marketing, join a leading financial services company as a Customer Value Management (CVM) Specialist in a hybrid role (two days per week in the office). The CVM Specialist will play a key role in executing the customer value strategy, focusing on direct response marketing through digital channels such as push notifications, SMS, email, and WhatsApp.

POSITION INFO:
Your mission will be to design, manage, and optimize campaigns that enhance customer loyalty, boost revenue, and improve profit margins.

Customer Value Management and Campaign Management Delivery

• Work with the Customer Value Management Manager to execute the CVM - Active strategy for each brand, across the business.
• Work with business units and relevant divisions in rolling out the customer retention strategy.
• Work with the Customer Value Management Active Manager to ensure proper budget and financial planning per campaign.
• Develop, plan and implement all customer onboarding journeys for the relevant brands.
• Develop, plan and implement all customer reactivation journeys for the relevant brands.
• Develop, plan and execute all cross sell, upsell and retention campaigns across segments for the relevant brands
• Define set of activities required to deliver against the CVM targets and ensure alignment with brand and channels
• Implement activities across all segments for customer revenue enhancement, base retention, and churn control
• Lead in design and execution of all BTL campaigns via multiple channels to achieve revenue and CLTV target
• Responsible for achieving Customer Value Management Retention targets, upsell and cross sell targets and any targets associated with any campaign to drive business growth.

• Co-ordinate the Customer Value Management marketing campaign calendar and ensure that all campaigns are executed timeously.
• Prepare briefs outlining the campaign strategy to partner agencies, service providers and other stakeholders to deliver the Customer Value Management strategy across the STI brands.
• Proofread and manage sign-off process on all creative development and execution of campaign materials, such as emails, SMS, app notifications, WhatsApp, online messages, any design elements, infographics, banners, letters, etc.
• Oversee the campaign production process to ensure timeous and accurate delivery into all channels, e.g. SMS, email, in-app, WhatsApp and social media.
• Assist on a variety of ad-hoc marketing and communication initiatives, as needed and instructed by the Customer Value Management Manager.

• Work with Operations to ensure fulfilment of all campaigns.

• Work with internal teams including Data Analytics, Campaign Specialist teams, Marketing Automation Specialists to define campaign requirements to ensure effective results of all campaigns across products and services.
• Ensure maximum customer engagement and best possible results of all campaigns.
• Consider and suggest new capabilities needed for campaigning execution

• Compile and present monthly reports on all campaigns executed within the month.
• Manage all campaign reports supplied by internal or external Business Information tools or departments and ensure all results are tracked and recorded for campaigns.
• Manage, track and report on performance indicators on all campaign and communicate results accordingly.
• Continuously work with the Customer Value Management Manager to analyse results of campaigns and gather insights for future campaigns.
• Review campaign results and make recommendations on campaign refinement that will result in improved performance.
• Rigorously monitor CVM performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency
• Creation of business cases to back up the business initiatives
• Monitoring and tracking of campaigns in line with business case

• Grade 12 (Standard 10) with university entrance (NQF4)
• A relevant 3-year business related degree in Marketing Management or Customer Relationship Marketing

• Bachelor’s Degree in Marketing Management
• Bachelor’s Degree in Customer Value Management or equivalent
• IMM Direct Marketing Diploma or equivalent.

• A minimum of three to five years’ experience in a direct response marketing role, preferably in the financial services market, with proven success in the development and execution of direct response marketing campaigns across multiple channels.
• A minimum of three to five years’ experience in a Customer Value Management role and the execution of customer marketing campaigns and programmes.
• Experience in or working with a creative agency or direct marketing agency.

• Excellent interpersonal, communication (both verbal and written) and presentation skills.
• Strong analytical skills and business acumen.
• Must have worked with data before especially in a marketing role.
• Demonstrated track record of success in the development and end-to-end execution of marketing campaigns
• Must have excellent skills in MS Word, MS Excel (advance) and MS PowerPoint.
• Digital design experience. HTML understanding essential.
• Proven expertise in digital marketing practices.
• Proven expertise in Customer Relationship Marketing.
• Ability to transform data and metrics into value-added reports that measure campaign effectiveness.
• High attention to detail.
• Strong organisational skills.
• Good planning, decision-making and problem-solving abilities.
• An ability to handle multiple tasks in a fast-paced and deadline driven environment.
• Proactive, strong, quick and detail-oriented execution skills.
• Highly energetic, confident, optimistic and creative.

• Well experienced in the development of creative and effective direct response marketing campaigns with a great understanding of production management and customer value management.
• Experience in implementing and managing customer journeys – relating to all digital communication – email, WhatsApp, InApp, SMS, Web and social.
• Experience in working with data, campaign reporting and translating campaign results.
• Experience with an agency environment.
• Creativity is one of the most important skills for a Customer Value Management specialist as they’re responsible for developing new and innovative ways for brands to connect with customers and drive value for the customer and the organisation. Proven track record of a campaign which they’ve managed from ideation to execution is essential.