The purpose for this position is to Plan and execute campaigns within the defined timelines. Manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for companies' campaigns. Track, influence, provide solutions and escalate any factors that might affect performance.This individual must have 3 or more years’ experience, campaign management, dialler management and Connex experience and from Financial/ Insurance industry.RESPONSIBILITIESCampaign PlanningContribute to the development of the campaign strategy to optimize the campaigns performance to reach business goals.Define the campaign brief outcomes to meet the required set targets with the business.Plan and design 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.Project/Campaign ManagementImplement and optimise campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.Manage, track and govern campaign settings on dialler guided by models tosupport strategy.Stakeholder EngagementLiaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.Liaise and support and provide input regarding campaigns for many stakeholders in organisation.Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.Insights and ReportingMaintain, analyse, re-engineer and evaluate new and existing campaigns; as well as share/present to the Business Unit the progress, performance, opportunities, threats, and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, commercials (cost per contact, campaign p-factor).Provide input and review scripting of campaigns and how the campaign performs.Continuous ImprovementIdentify and implement optimisation plans around targeting with the goal of increasing campaign profitability.Implement initiatives to improve campaign performance based on lead optimisation and segmentation.Operational ComplianceEnsure data processes are adhered to – lead scrubbing, data optimisation andsegmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.Personal Capability BuildingDevelop own capabilities by participating in assessment and development. Planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.BEHAVIORAL COMPETENCIESCommunicates EffectivelyDevelops and delivers multi-mode communications that convey a clearunderstanding of the unique needs of different audiences. For example,disseminates knowledge, insights, and updates in a polished, precise, andcompelling manner. Demonstrates a deep interest in others' comments. Createsrich documents and reports.Being ResilientRebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations, acts as a steadying force or role model for others.Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.Manages ComplexityMakes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.Balances StakeholdersAnticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.Ensures AccountabilityHolds self and others accountable to meet commitments. For example, tracksperformance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.Interpersonal SavvyRelates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration.Builds rapport with ease.Business InsightApplies knowledge of business and the marketplace to advance the organization's goals. For example, has a sophisticated grasp of business drivers, finds new ways to increase own contribution. Stays attuned to business and industry changes, ensures own activities remain aligned to key objectives.Action OrientedTakes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent.Action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.Instils TrustGains the confidence and trust of others through honesty, integrity, andauthenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct.Plans and AlignsPlans 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.SKILLS Computer skillsSupport business processes and understand and effectively use standard office equipment and standard software packages, while providing technical guidance as needed.Connex, SMS Centre, QlikView, AS400, 1Life Sales System, Power BILogical ThinkingApply concepts of knowledge / skill without requiring supervision; also able toprovide technical guidance when required.Data Collection and analysisProvide technical guidance when required to analyse data trends for use in reports to help guide decision making.Planning and OrganisingProvide technical guidance when required to plan, organise, prioritise, and oversee activities to efficiently meet business objectives.Action PlanningProvide technical guidance when required to develop appropriate plans orperform necessary actions based on recommendations and requirements.Verbal CommunicationUse clear and effective verbal communication skills without supervision and provides technical guidance when required to express ideas, requesting actions and formulating plans or policies.Commercial AcumenApply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.Spreadsheet expertiseApply concepts of knowledge / skill and also able to provide technical guidance when required.Review and ReportingProvide technical guidance when required to review and create relevant, lucid and effective reports.ComplianceProvide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.Presentation skillsCommunicate with other people and provide technical guidance when required to speak in a clear, concise and compelling manner.General Education
Grade 12/ SAQA Accredited Equivalent
Relevant 3 year Business degree / diploma in Business Management
Campaign Management
Contact Centre (Advantageous)
EXPERIENCE
3 or more years’ experience
Campaign Management
Data management experience
Analytics or MI experience
Dialler Management
Experience in the financial services
Experience of dealing with relevant stakeholders e.g. work force management, contact centres, marketing