Partner Growth Manager

2 months ago

Johannesburg, South Africa FirstRand Full time

Job Description

To proactively increase customer satisfaction and loyalty, by developing and leading customer experience frameworks that optimise various touchpoint interactions and implement strategies that deliver innovation, growth, and increased customer engagement.

Hello Future Partner Growth 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.

Are you someone who can:

- Managing the eBucks Client Experience eco-system strategy in a way that enables the business to acquire and retain more engaged and loyal customers, driving ROI and enabling the business to meet its targets,
- Engage with internal and external stakeholders across all levels to establish on-going alignment, enhance work delivery, collaboration, and innovation.
- Create strong relationships and work closely with the partnership network to improve customer retention and satisfaction while growing new business opportunities with partners.
- Leverage customer analytics and insights to inform the business on decisions that impact the customer experience or on new opportunities to improve the customer experience.
- Create and manage the Client Experience eco-system activity calendar that incorporates projects and campaigns across the eBucks the partnership network.
- Create and manage marketing campaigns that run across the partnership network that are based on data, analytics, and business cased outcomes to drive customer conversion rates across all stages of engagement.
- Work closely with Marketing team to deliver on channel briefs, execution and sign off marketing creative.
- Conceptualise and create proposals with business cases, present and drive the sign off process, project manage these initiatives with all relevant internal and external stakeholders.
- Identify opportunities for growing the partnership network that results in improved value for customers.
- Keep track of customer touchpoints across channels and co-ordinating with all relevant internal stakeholders to keep fine-tuning the customer’s experience.
- Take responsibility for regular updates of the effectiveness of the Client Experience eco-system plans against targets and adapt these plans to reflect the changing needs of customers.
- Manage costs or expenses within approved budget to achieve cost efficiencies
- Ensure compliance with company policies and follow ethical standards

Strategy Development
- Internal Strategic Development - Engaging with Retail Reward, and Product House segments to position Partner campaigns, and raise investment for mutual objectives. Clear KPI structure and measurement
- Strategic Partner Exposure - Engage with Partners to position differentiated campaigns to meet both eBucks and banking objectives. Co-collaboration and execution. Clear KPI structure and measurement
- New VP Ideation & Creation - Formulate & Execute on new value propositions for eBucks and Partners. Long-term high impact campaigns.
- Communication Execution - Formulating and execution CVM to relevant bases

Operational Execution
- Campaign Execution - Ensure campaigns are approved, signed off, and executed timeously across FNB, eBucks and Partner platforms on all necessary channels
- Always On Execution - Ensure always on messaging are approved, signed off, and executed timeously across FNB, eBucks and Partner platforms on all necessary channels
- Project Management - Taking ownership and management of operational execution
- Partner Meetings - Ensure weekly & bi-weekly meetings are planned, and executed with partners, with meeting minutes after each session to be shared

Relationship Management
- Internal - Build strong relationships across all eBucks stakeholders, FNB business units
- External - Build strong relationships with all eBucks partners
- Negotiation - Negotiate strong, powerful initiatives for eBucks

Reporting & Insights
- Critical presenting and reporting skills
- Reporting - Provide accurate and timeous reporting on campaigns for both internal and external stakeholders. Accurate PCA analysis, and opinion
- Presenting - Build strong, high impact presentations for both internal and external audiences aimed at C-suite execs
- Data Insights - Provide opinion and direction on the data insights obtained
- Recognised postgraduate and/or tertiary qualification in business, marketing, or related field
- Honours degree preferable
- Business management, Negotiation skills, People Management
- 5 years’ experience in marketing, project management and/or strategic operations
- Retail experience within FMCG is an advantage

Core Technical Skills:

- Excellent computer lit

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