Marketing Automation Manager

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with 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.

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.

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.

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.

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 show each and every interaction the brand has with customers.

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.

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.

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.

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…