Customer Relationship Direct Marketing Manager: Hippo at Telesure Investment Holdings (TIH)

JOB PURPOSE

Contribute to the Hippo business goals through the application of CRM technology and CRM techniques, particularly the use of Salesforce Marketing Cloud. Responsible for campaign management across direct marketing acquisition initiatives. Manage and report on the Hippo database and utilise data insights to improve marketing efficiency. Ensure regular relationship management with relevant marketing agencies.

RESPONSIBILITIES

Customer Relationship Management (CRM) Data

Ensure that an internal function and/or a cross-functional customer account team maintains high-quality customer information; monitor and review information quality to ensure that it is fit for purpose. Provide user input to the development or improvement of the customer relationship management system to ensure it meets immediate and longer-term business needs. Evaluate impact of various CRM strategies in terms of increased business. Ensure updates are made as and when required. Assist with marketing research and leverage information stored in the CRM system.

Data Collection & Analysis

Make authoritative recommendations that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. Manage data and oversee all data transfers within the business units. Use the life-cycle to communicate via email, SMS or direct marketing, the marketing communication strategy, to promote new business or encourage retention and reactivation, through Cross Selling and Upselling. Utilise customer data in order to leverage further revenue. Develop a system to deal effectively with customer complaints, ensure they are resolved, and ensure complaint records are kept up to date.

Customer Relationship Development / Prospecting

Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.

Customer Service

Lead and direct a major customer service function or department. This includes taking responsibility for planning and delivery, and for setting strategic direction within the wider business framework. Improve and maximise the customer life time value through the application of CRM and Marketing techniques. Maintain a customer touch-point life-cycle, to clearly shows each and every interaction the brand has with customers.

Customer Experience Strategy

Lead the implementation of the CX business plan, ensuring the right resources are in place to execute on the CX strategy across the various stages of the customer and product life cycle. Lead the development of a holistic CRM strategy and incorporate sound CRM business principles. Regularly present CRM strategies, performance and any other general developments, to the various organisational units.

Client & Customer Management (External)

Manage key client and customer relationships. Likely to involve using agencies to maintain customer satisfaction and loyalty. Manage relationship with system provider to ensure that the system works effectively, minimise down time and meet organisational requirements. Manage the relationship with the Direct Marketing service provider.

Leadership and Direction

Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Manage and oversee the Direct Marketing function of the business unit and set out clear goals to be achieved.

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Oversee that data transfers are secure, and compliant with current legislation. Ensure NDA’s are in place with CRM system provider to secure any and all data transfers.

Work Scheduling and Allocation

Develop medium- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams. Plan and integrate CRM system into the Call Centre to improve effectiveness of agents and ensure Call Centre operates at maximum performance. Ensure Direct Marketing efforts meet business requirements and goals.

Internal Client Relationship Management

Manage relationships with strategic internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and mobilising appropriate internal and/or external resources to support in delivering business strategy and plans. Update relevant business stakeholders regarding planned CRM activity.

Improvement / Innovation

Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues. Actively seek to find innovative and cutting edge ideas to maximise customer experience and leverage off the CRM system; Monitor and constantly enhance all marketing and transactional communications to ensure quality and that copy/creative is up to date and the brand is appropriate and current.

Budgeting & Costing

Develop and/or deliver budget plans with guidance from senior colleagues. Manage and control the CRM and Direct Marketing budget.

Performance Management

Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives; acquire staff resources, develop succession plans, manage and develop staff to ensure the right people are in place to support service delivery, achieve production and performance targets at all times.

BEHAVIORAL COMPETENCIES

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, engages diverse groups by communicating in a way that matches each group's preferences. Listens carefully and probes beneath the surface to gain richer insight on others' views.

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions. For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.

Drives Results

Consistently achieves results, even under tough circumstances. For example, creates a feeling of energy and an emphasis on excellence in the team, using productive behaviors. Builds a strong sense of urgency to exceed goals and beat deadlines. Ensures that the team pushes through obstacles and establishes a superior track record.

Ensures Accountability

Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

Plans and Aligns

Plans and prioritizes work to meet commitments aligned with organizational goals. For example, makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.

Directs Work

Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, enhances and improves collaboration among coworkers and with external partners. Solicits ideas from diverse colleagues, leaves space in conversation for them; gives credit well and generously.

Interpersonal Savvy

Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

Manages Conflict

Handles conflict situations effectively, with a minimum of noise. For example, responds quickly and constructively to emerging conflicts; redirects those who engage destructively in conflicts; seeks mutually agreeable outcomes. Maintains positive and constructive relationships, even under heated disagreements.

SKILLS

Computer skills

Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, and provide guidance and training to others. Everlytics, Google Marketing Platform, Data Management Platform, Microsoft Office Suite, Salesforce software, Salesforce Marketing Cloud

Verbal Communication

Apply comprehensive knowledge and provide guidance and training to others on how to use clear and effective verbal communication skills to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

Work independently and provide guidance and training to others on how to analyse data trends for use in reports to help guide decision making.

Market Research and Analysis

Use comprehensive knowledge and skills and guide and train others on how to use research and analysis to develop a comprehensive understanding of market conditions in order to facilitate the success of a brand, product or service.

Customer and Market Analysis

Use comprehensive knowledge and/or skills to conduct research and analyse data and guide and train others on how to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

Agency Relationship Management

Use comprehensive knowledge and skills and guide and train others on how to manage agency relationships in a way that provides benefits both for the organisation and its clients.

Customer System Operation

Work independently and provide technical guidance when required on how to understand and effectively operate all customer management systems. Everlytics, Feefo, Genex

Customer Experience Delivery

Use comprehensive knowledge and skills and guide and train others on how to meet high customer experience standards.

Brand Management and Development

Use comprehensive knowledge and skills and guide and train others on how to maximise a brand's impact and market value by managing and developing aspects of the brand.

Data Management

Apply comprehensive knowledge and skills and provide guidance and training to others on how to acquire, organise, protect, and process data to fulfil business objectives.

Action Planning

Use comprehensive knowledge and skills and provide guidance and training to others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organising

Use comprehensive knowledge and skills and provide guidance and training to others on how to plan, organise, prioritise, and oversee activities to efficiently meet business objectives.

Reporting

Apply comprehensive knowledge and skills and provide guidance and training to others on how to create relevant, lucid, and effective reports.

Presentation skills

Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner.

Policy and procedures

Work independently and provide technical guidance when required on how to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

Commercial Acumen

Apply comprehensive understanding of the business environment and objectives and develop solutions and provide guidance and training to others.

Learning and Talent Development

Work independently and provide technical guidance when required on how to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.

Requirements

EDUCATION

General Education

• Relevant bachelor’s degree or equivalent. (Marketing Management/CRM) (Essential);
• Relevant Post Graduate Qualification (Advantageous)

EXPERIENCE

General Experience

• 3-5 years’ experience in the CRM field (Essential);
• 3 or more years’ experience in managing external providers (Essential);
• Exposure to various CRM systems and Platforms, particularly Salesforce Marketing Cloud (Essential);
• Online/Digital experience (Essential)

Managerial Experience

• 3 years’ experience in a relevant management position