OMF Head Campaigns and Existing Customer Management at Old Mutual South Africa

Job Description

• The role of the Head of Campaigns and Existing Customer Management (CECM) is to oversee all campaigns and customer life cycle management across all OMF products and channels, building the business’s overall customer management capability. The Head of CECM is a key pillar in the business’s income generation strategy and serves to maximize customer retention; customer engagements and the acquisition of new customers through leads optimisation, therefore, enabling the business to achieve its customer base shape and ultimately its financial goals.
• This role is accountable for devising and driving execution of customer campaigns and communications using customer data that provide insight into the customer lifecycle.
• The Head of CECM leads the entire CECM department made up of leads optimization, campaigns and existing customer management functions
• Leads the team in the formulation of customer life cycle strategies and programs/campaigns and ensures that they stay aligned with the business’s overall objectives
• Leads the development and maintenance of relationships not only internally but also externally with data sources and leads providers in order to drive the most value to the business at large
• Structures those campaigns and customer engagement plans to personalise them based on an understanding of where customers are in their lifecycle and their profiles
• Develops, manages, and reviews the annual CECM budgets and makes forecast, ensuring that all CECM programs fall within the allocated budget and timeline.
• Devises and implements planning of CLM activities against key performance indicators and financial projections, taking appropriate corrective measures if required in order to maximize on the business prospects in terms of revenue and profit generation.
• The Head of CECM also plays a mentorship role for key junior CECM personnel, providing assistance in the execution of their duties upon request, ensuring that their professional skills are continuously growing, and embed the Old Mutual people culture
• Collaborate with the Sales; Product and Marketing teams engaging in consumer acquisition and retention approaches that compliment and support sales efforts.
• Rigorous monitoring and evaluation of campaigns and customer engagement activities in order to measure ROI, prioritize resources, and enable continuous improvement in consumer acquisition and retention initiatives.
• Consistently evaluates consumer data, such as - consumer behavior, product engagement, as well as business performance metrics in order to realize areas of improvement in the business’s campaigns, which will drive better results in consumer acquisition and retention.
• The Head of CECM monitors and conducts research on trends in the CECM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention in the market.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB) 

• Bachelor’s degree in Marketing, Economics, Finance, Public Relations, Business Administration, Information Technology, or any other related field. 
• At least 5 years of experience in Campaigns, Customer Lifecycle management or leads optimization, working in a fast-paced and competitive market setting.
• Proven experience in developing and delivering campaigns and lifecycle management strategies for a business, resulting in an increase in consumer value and revenue.
• Demonstrable experience in leading campaign execution including conceptualization, planning, monitoring, reporting, post-campaign analysis, and application of solutions.
• Experience in leads sourcing and lead management
• Logical thinking in approaching issues in order to achieve productivity gains and ongoing improvement in key processes.
• Have an ability to build positive internal and external relationships.
• Must be approachable, relatable, and inspire trust in others.
• Must also have exposure to CECM systems and data in offline channels, inclusive of call centers, direct, and events. (e.g. Everlytic; JumpStart etc)