Job Purpose

• Plan and execute campaigns within the defined timelines. Proactively manage 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 the campaign strategy to optimsse 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 Management

• Implement 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 dialer guided by models to support strategy.

Stakeholder Engagement

• Liaise 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 TIH business, for example; Heads, Marketing, Business Intelligence, IT and compliance team.
• Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.

Insights and Reporting

• Maintain, 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, p-factor), gaming of contacts or leads.
• Provide input and review scripting of campaigns and how the campaign performs.

Continuous Improvement

• Identify 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 Compliance

• Ensure data processes are adhered to – lead scrubbing, data optimisation and segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.
• Highlight any identified contact centre abuse of leads.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.  Maintain an understanding of relevant technology, and industry best practices through ongoing education, and reading specialist media.

Education

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

Experience

• 3 or more years experience Campaign Management (Essential);
• Data management experience (Essential);
• Analytics or MI experience (Essential);
• Dialler Management (Essential);
• Experience in the financial services industry (Advantageous);
• Experience of dealing with relevant stakeholders e.g. work force management, contact centres, marketing (Advantageous).