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 end-to-end 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 wide-range 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.

Deliverables

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 cost-effectiveness 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 fast-paced 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, competitors and any information relevant to that particular project.
• Project management of CEM research surveys.
• Defining the core positioning and messaging.
• Compiling business cases which incorporate various scenarios and forecasts.
• Efficient scoping and management of specialist and business-as-usual projects.
• CEM research and campaign management;
• Project management of CEM research surveys;

Knowledge and Skills

Strategic level knowledge and experience in the following core areas:

• Strong people, task orientation and business acumen.
• Knowledgeable in marketing & sales, business development and management
• Strong business development expertise with excellent presentation skills
• Ability to understand customer needs, and provide compelling customised solutions
• Proven ability to successfully drive efficiencies to ensure the businesses remains profitable long-term and sustainable.
• Ability to adhere to processes and procedures
• Have strong customer experience knowledge
• Balance strategy and execution for broad projects
• Stakeholder engagement and Management
• Training and knowledge Share
• Inclusion of change Champions from key areas

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation