Customer Engagement Manager
Optivest Health Services, a leading national Health Brokerage has a position available for a Customer Engagement Manager, based in their office in Durbanville, Cape Town.
This individual will be part of the Senior Management team, who has the responsibility to drive the success of Optivest in the South African marketplace and achieve the company’s objectives and targets. He/she will take full responsibility for the entire Customer Engagement portfolio, comprising Client Services, Retention, Private Client portfolio as well as all Communication related to Optivest’s client base. This portfolio will also include all internal, external and 3rd Party communication. A large number of the deliverables are achieved through 3rd party relationships.
The Customer Engagement Manager will further be responsible for the Line Management of a team of Consultants responsible for the delivery of Customer Engagement objectives and outcomes. The Customer Engagement Manager will report to the Chief Executive Officer of Optivest, but will also fulfil a shared services role across entities in the Optivest Group.
Given the overall responsibility and breadth of this role, we are looking for an experienced Senior Manager with sufficient exposure and knowledge of all the responsible disciplines of this portfolio. The ideal candidate is an energetic, enthusiastic person with exceptional leadership and communications skills. He/she also has a proven track record of delivery, the ability to identify opportunities and deliver an effective Customer Engagement function which will generate positive and measurable results. A highly driven, self-managed and innovative thinker with solid industry experience, able to convert Strategic Objectives into tangible outcomes and results.
Key areas of responsibility include but are not limited to:
- Operating within a Sales Centre-driven environment in the Financial Services industry (Health Solutions focus) and an understanding of the operational workings of such a model.
- Client Service: Effective ownership and delivery of all contracted Client Service SLA’s with multiple Product providers and strategic partners. This will involve management of a team of Consultants to deliver.
- Retention: Full operational ownership for the effective management of customer retention programme, including but not limited to target driven management and retention of cancellations on a daily bases.
- Communication: Oversee and guide content, look & feel, brand application and messaging of all elements of Communication, both internally and externally. Experience in communication and/or business copywriting will be a distinct advantage.
- Establishment, delivery and growth of a differentiated “Private Client” service proposition for the Optivest Group.
- Third party management and collaboration with outsourced Service Providers, Strategic partners and business stakeholders.
- Full Strategic and Operational ownership of customer relationship management.
Required skills and qualifications:
- Tertiary qualification (Commerce/Communication) or related fields of business.
- Minimum 5-7 years’ experience in a Client Service/Customer Engagement role at a senior level.
- Experience within the Financial Services industry and especially Medical Schemes will be a distinct advantage. RE 5/KI qualified candidates will be a strong preference.
- Strong Business Acumen and entrepreneurial spirit with a proven track record of delivery of key strategic initiatives.
- Strong evidence of understanding and ownership of Communication Management skills
- Creative thinker, excellent listener and effective communicator
- Excellent at working within a team, but also at self-management and a collaborative leader
- Excellent verbal and written communication skills, in a business environment
- Ability to manage multiple projects and initiatives at the same time
The company offers a very competitive Remuneration package, consisting of a commensurate Basic Salary, results driven incentive structure, Annual Bonus and normal employee benefits such as health care benefits (optional) and Pension Benefits.