Head: Digital Marketing and Customer Experience - Johannesburg, South Africa - Sanlam

Sanlam

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Who are we?

Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market.

It aims to understand the unique requirements of clients and offers a wide range of simple and affordable financial solutions that cover needs such as funeral insurance, savings for education, life cover and personal accident plans.

In terms of the Sanlam Group Governance Policy, SDM is managed by the SA Retail Mass cluster, which is part of the Sanlam Life and Savings cluster within the Sanlam Group.

The cluster focusses on retail products, as well as group schemes.

What will you do?

Responsible for overseeing the creation and execution of a Client Experience (CX) strategy to elevate the overall Retail Mass customer experience. Responsible for creation and implementation of the Retail Mass Digital Marketing strategies. Link the gap between the Sanlam brand promise and the customer experience delivered. Ensure that the customer experience is engaging, efficient, and effective. Drive, monitor and report on agreed and approved customer satisfaction and loyalty rates. Responsible for the collection of customer feedback and incorporating this feedback into all company processes
What will make you successful in this role?

Customer Experience Management:

Accountable for endtoend CEM value chain. Using client experience insights and data to identify client pain points, support the acquisition, engagement, satisfaction, retention, growth and profitability of the customer base. Provide recommendations for the opportunities, gaps and challenges that have been identified. Accountable for client experience industry benchmarking to understand drivers of customer satisfaction and pain points in order to identify opportunities and gaps related to customer acquisition, engagement, loyalty and retention.

Reporting:

Customer insights and data to measure customer engagement and satisfaction. Produce presentations that summarise insights and recommendations to solve customer needs and influenced the strategy for the business. Enhancing and generating monthly CEM reports.

Operational Efficiency:

Directing widerange of functions, such as customer lifecycle management, customer journey mapping, CRM strategy/operations, loyalty, retention, customer 360, owner services, and customer satisfaction as well as, social (media) care, CI, and retail processes.

Detail Deliverable

Digital Marketing Strategy:

Develop and implement a Digital Marketing strategy aligned with business objectives.
Ensure the CRM platform's effectiveness, stay updated with industry benchmarks.
Develop digital marketing initiatives, including social media campaigns, SEO, and content marketing, to increase online visibility and engagement.

Market growth and brand positioning

Data analytics and marketing insights

Analysing quantitative and qualitative data.
Securing and conducting interviews with competitors, customers, industry experts and experts within various companies.
Using research on the industry, trends,, customer, related products,, competitors and any information to enhance existing Digital Marketing campaigns and create new campaigns.
Generating regular reports on key performance indicators to measure the effectiveness of Digital Marketing efforts.
Managing budgets for digital marketing campaigns and initiatives.
Ensuring costeffectiveness and ROI in digital marketing activities

Customer Relationship Management

Collaborating with cross-functional teams

Collaborating with sales, product, and other relevant teams to align digital marketing efforts with overall business goals.
These duties may vary, and the professional may need to adapt to the specific needs and goals of the organization. Additionally, the fastpaced nature of digital marketing often requires staying agile and being open to evolving strategies based on market trends and customer behaviours.
Be an ambassador for the business when engaging with customers and stakeholders
Engage in relationship building to network opportunities and influence customers.
Engage with industry bodies (i.e., business and community forums).

Experience and Qualification/s

Bachelor's degree in marketing or related field
Master's degree in business administration an advantage.
At least 12 years' prior financial services industry related experience, of which at least 10 years should have been in a senior executive position in the following:
Faciliating, effectively communication and tracking go-to-market implementation of direct marketing campaigns through collaboration with internal and external stakeholders
Executing direct marketing campaigns to manage customer retention and value across the entire customer lifecycle;
Performing research on the company, customer, related products, industry, compe