Campaign Assistant at Telesure Investment Holdings (TIH)

 

JOB PURPOSE

• Work closely with Campaign Manager on execution of Campaign Strategy and assist with daily reporting on Campaign Performance.
• Proactively support the management of campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for all TIH campaigns (sales, collection, retention, service, admin) in real time.
• Track, influence, provide solutions and escalate any factors that might affect performance.

Responsibilities

• Campaign Planning Contribute to the development of tactical marketing campaigns.
• Execute the Campaign Strategy with lead from Campaign Manager.
• Support with defining the campaign brief outcomes to meet the required set targets with the business.
• Assist with planning and designing the campaign; the timelines and resource capability and skill set required, liaising with multi-channel contact centre management; workforce management.
• Provide input into the design of new campaigns, engaging with marketing.
• Support business in driving new initiatives or special projects.

Stakeholder Engagement

• Support stakeholder engagement by arranging actions, meetings, and events.

Support Campaign Manager in relation to:

• Liaising with Data Science team and/ or data sources to access reliable data to meet the campaign outcomes, liaising, supporting and providing input regarding campaigns for stakeholders in TIH and communicating issue resolution processes and escalation channels to ensure smooth and functional engagement.

Insights and Reporting

• Extract and combine data to generate standard reports. Assist with maintaining, analysing, re-engineering and evaluating new and existing campaigns.

Continuous Improvement

• Provide support with Identifying and implementing optimisation plans around targeting with the goal of increasing campaign profitability.
• Support the implementation of initiatives to improve campaign performance based on lead optimisation and segmentation.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.

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

BEHAVIORAL COMPETENCIES

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, ensures that own efforts meet the needs and requirements of internal and external stakeholders. Works to identify all relevant issues and satisfy the interests of multiple stakeholders during the decision-making process.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Business Insight

• Applies knowledge of business and the marketplace to advance the organization's goals. For example, shows considerable business insight, beyond the fundamentals. Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.

Instills Trust

• Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, demonstrates integrity, upholding professional codes of conduct. Instills trust by following through on agreements and commitments despite competing priorities and by being honest and straightforward.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.

Builds Networks

• Effectively builds formal and informal relationship networks inside and outside the organization. For example, draws upon own network to gain insight, build support, and achieve outcomes. Leverages networks to identify industry experts, explore some best practices, and exchange ideas and knowledge.

Demonstrates Self-Awareness

• Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses. For example, seeks balanced feedback from others and is receptive to both positive and constructive views; applies insights from feedback. Knows own strengths and limits and how own style impacts others.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Self-Development

• Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, creates a development plan that states clear goals and the tactics to achieve them. Gathers information on where to focus. Makes efforts to apply new skills on the job.

EDUCATION

General

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business degree / diploma in Business Management / Campaign Management and Contact Centre (Advantageous)

Experience

• General Experience 1 or more years' experience within a Dialer Management or Campaign Management role (Essential); Data management experience (Advantageous); Experience in the financial services industry (Advantageous); Stakeholder engagement and management experience (Advantageous)