Customer Relationship Direct Marketing Manager

2 weeks ago

Johannesburg, South Africa The Recruitment Council Full time

Job Purpose:
**Responsibilities**:
Customer Relationship Management (CRM) Data - 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.

Customer Relationship Development / Prospecting - 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.

Customer Experience Strategy - 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.

Client & Customer Management (External) - Manage key client and customer relationships. Likely to involve using agencies to maintain customer satisfaction and loyalty. Manage relationships with system providers to ensure that the system works effectively, minimise downtime and meet organisational requirements. Manage the relationship with the Direct Marketing service provider.

Leadership and Direction - 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.

Operational Compliance - 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 with the organisation’s policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Oversee that data transfers are secure, and compliant with current legislation. Ensure NDA’s are in place with CRM system providers to secure any and all data transfers.

Work Scheduling and Allocation - Develop medium
- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams. Plan and integrate the CRM system into the Call Centre to improve effectiveness of agents and ensure Call Centre operates at maximum performance. Ensure Direct Marketing efforts meet business requirements and goals.

Internal Client Relationship Management - Manage relationships with strategic internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and mobilising appropriate internal and/or external resources to support in delivering business strategy and plans. Update relevant business stakeholders regarding planned CRM activity.

Improvement / Innovation - Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation’s change management program. Involves working with guidance from senior colleagues. Actively seek to find innovative and cutting-edge ideas to maximise customer experience and leverage off the CRM system; Monitor and constantly enhance all marketing and transactional communications to ensure quality and that copy/creative is up to date and the brand is appropriate and current.

Budgeting & Costing - Develop and/or deliver budget plans with guidance from senior colleagues. Manage and control the CRM and Direct Marketing budget.

Performance Management - Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives; acquire staff resources, develop succession plans, manage and develop staff to ensure the right people are in place to support service delivery, achieve production and performance targets at all times.

Behavioural Competencies:
Manag

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