Product Support Specialist

6 months ago


Johannesburg, South Africa FirstRand Full time

Job Description

Hello Future CVM Manager

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Role summary:

- The CVM Segment Manager should identify and develop new, efficient and customer base communication activities and life cycle programs per segment to increase revenue contribution for the business units within eBucks.
- Should ensure segment profitability through personalised customer campaigns by conducting insightful data analysis by segment and product/s.
- Take the lead and drive campaign management projects in conjunction with the data team to ensure the best possible execution of campaigns and results across all the products within the eBucks stable and with FNB.
- Ensure existing and new communications operate effectively and efficiently and provide an excellent customer experience with a positive impact on customer volume and profitability.

You will be responsible for:

- Planning and delivering CRM/CVM strategies across eBucks encouraging customer retention and customer loyalty across the various segments.
- Managing the CRM/CVM platform structure in conjunction with the data team and architecture ensuring it works seamlessly across eBucks and captures all required information at key points in the customer life cycle.
- Customer Journey Mapping analysing touch points across eBucks and maximising commercial opportunities.
- Developing and coordinating the CRM campaign calendar with business units, Marketing, BDS, partners, web and Call Centre and any other stakeholders
- Campaign Measurement to track efficacy of CRM activities (ROI) and presentation of results to business
- Preparation of monthly and quarterly reports as well as presentations to management forums
- Manages and controls the CRM budget and reports monthly on tracking
- Overseeing all communications/campaigns with customers through the CRM platform.
- Monitor and maximise customer lifetime value strategies ensuring maximum profitability.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for eBucks and its products.

We can be a match if you have:

- 3-5 years’ experience in a Customer Manager/ CRM Manager position
- Data analytics experience -must
- Customer Segmentation experience
- Digital: Online/ Mobile and Social Media experience
- Strategic thinking

Job Details

Application Closing Date

14/02/24



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