Purpose Statement
To support the organisation's objectives by planning, delivering and optimising initiatives for a designated portfolio that deepens existing client engagement, drives product and service uptake and support acquisition and onboarding of new clients.
To understand the business plan, client behaviour, service provision and design performanceÃÂâÃÂÃÂÃÂÃÂbased interventions and coordinate communication and enablement activities across the appropriate channels.
Experience
3 - 5 years' experience coordinating or managing client or employee facing initiatives across multiple channels (e.g., branches/contact centres, app/web, direct communications), including planning, execution, tracking, and reporting.
Hands on audience segmentation and list/dataset management (privacy aware), and experience producing post initiative performance analyses (conversion, adoption, retention, engagement).
Working with agencies/vendors (briefing, SLAs), and internal enablement teams (e.g., training/L&D, studio, digital, CE/CX).
Ideal:
Financial services or other regulated industry experience (banking, insurance, telco, healthcare) with compliance aware execution.
Exposure to product launch/rollout and journey enablement with CX/Operations (e.g., UAT, quality checks, staff enablement), campaign management
Evidence of continuous improvement (A/B tests, multivariate tests, experiment logs) and closing the loop with stakeholders via insights and actions.
Qualifications (Minimum)
Bachelor's Degree in Business Management or Marketing
Qualifications (Ideal or Preferred)
Knowledge
Agile/iterative delivery (sprint planning or Kanban), issue/bottleneck management, dependency tracking.
Stakeholder management across product, operations, L&D, digital, and analytics.
How branch/contact centre/app/web/direct channels operate; strengths, constraints, and the handoffs between them.
Reporting & dashboards: building/readability, interpreting variance, diagnosing root causes, turning insights into backlog items.
Basic product management concepts: value proposition, positioning (client appropriate language), pre go live checks (UAT, QC of content and flows).
Data, Measurement & Insight
Privacy & data protection in a South African context (e.g., POPIA) and internal information governance standards.
Conduct risk and treating customers fairly principles in client communication.
Skills
Analytical Skills
Attention to Detail
Communications Skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Planning, organising and coordination skills
Problem solving skills