Head – Digital Channels
Salary : R83 000 – R130 000 per month
EE Position (Employment equity)
Based in Midrand , Gauteng
Requirements : Min 10 years related experience + Post Grad Degree in Business or similar

Job Description
• To provide the strategic direction and operational management for Banks Digital Channels.
• The scope of this mandate incorporates Web, App and USSD.
• This includes planning the digital journey and planning and prioritising the development of digital products and solutions.
• The establishment of a digital community and ongoing active conversion and on-boarding of Banks customers onto these channels.
Driving and supporting the provision of digital products to customers and ensuring new or enhanced digital products and features are delivered to customers. This includes the responsibility to formulate a digital marketing strategy and ensure that it is implemented correctly and that it achieves the objectives and targets that have been set by the organisation.
Establishing sales, customer services and customer acquisition targets and achieving these.
• Effectively manage and optimise the SEO (Search Engine Optimisation), Paid Search and Social Media strategies and tools to grow the Banks Digital customer base, including audiences (traffic), leads, acquisition and utilisation.
• Focusing on the continuous improvement and optimisation of digital products, processes and services and fostering an agile approach and methodology.
• Establishment of strategic relationships with partners with a view to enhancing the customer value proposition and growing of the digital community of Bank.

MINIMUM EDUCATION
• Post Graduate Degree in Business, Commerce, Technology or Engineering
MINIMUM EXPERIENCE
• Minimum of 10 years in a digital environment at a senior managerial level (e.g. in retail, financial services, technology organisations).
• Exposure to B2C digital marketing and digital business ventures
• This includes experience in driving strategic digital/mobile/online initiatives, digital transformation (e.g., digital strategy, online revenue/service roadmaps, online banking planning, design and build).
CRITICAL COMPETENCIES
• Financial Acumen
• Technical acumen including a deep understanding in digital technology and solutions
• Very strong SEO, Paid Search and Social Media understanding and proven execution skills are essential.
• Knowledge and understanding of costing, budgeting and finance concepts and the understanding and application of related processes and procedures.
• Mastered the concept, able to act independently.
• Provides guidance and training
• Sound managerial and leadership skills
KEY RESULT AREAS
Digital Channels Management
• Responsible for the Digital Channels Profit & Loss (P&L). This includes achieving sales targets for all products sold through the digital channels
• Responsible for the management of the quantitative side of product management. This entails financial
• responsibility for the investment budget; determining the investment budget; and monitoring revenue margin
Digital Channels Business Performance Management and Measurement
• Measure the performance of the investment, fulfilment, service and sales on the digital channels. The
• criteria used are grouped into three categories as follows:
• Financial and resource performance
• Digital Channels customer experience and satisfaction
• Digital channels innovation and market development
Trend Management
• Formalise the Digital Channels trend management as an ongoing activity for the planning, building and
• running of the digital channels.
• Ensure a review of consumer trends and developments occurs at least on a twice-yearly basis for the
• Digital Channels.
• Macro-level Consumer Trend Tracking
• Micro-level Consumer Trend Tracking
• Competitor Trend Tracking
• Market Product Trend Tracking
Digital Channels Planning and Product Creation
• Responsible for the plan, design and creation of a Digital Channels coherent strategy that is complementary in how it serves retail banking customers.
• Shape the customer experience across digital touch points (online, mobile and cell phone experiences).
• Build new digital product and service that currently do not exist on digital channels, thus creating new revenue streams and new service opportunities.
• Launch new feature/digital products or extends the digital product/feature lines.
• Modify or extend existing digital products or digital services to create additional value from existing digital products.
• Make current product/feature/service more ''buyable'' through the design of new or additional features.
• Streamlines existing digital products/services.
• Extend the digital product range and service range.
• Responsible for what has been described as the ‘qualitative side of buying’ by taking control and identifying the requirements of the market, in terms of digital products and services needed, and determining which products would best satisfy retail banking customer needs.
• Undertake regular analysis of market opportunities and identifies profitable market opportunities for the
• business. This necessitates an analysis of
• trends and developments in consumer behaviour in general and buying behaviour in particular
Digital Channels Product Promotion, Usage and Commercialisation/Adoption
• Drive the promotional mix component, the range of promotional elements from which the digital channels select to communicate with existing and potential customers. Traditionally, this includes personal selling, advertising, sales promotion and publicity.
• Increase the amount and scope of promotional activities for digital channels.
• Monitor the impact of campaigns on digital sales, adoption and commercialisation, including:
Treating Customers Fairly and Compliance
• Create and maintain productive relationships with internal and external clients by providing advice and assistance
• Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company policies, legislation and regulations
• Keep the client informed about progress through written communication, telephone communications, and/or face-to-face meetings
• Build a positive image by exceeding client expectations at all times
• Treat internal and external customers fairly at all times
Management of Resources
• Manage and develop subordinate(s)
• Performance management in terms of contracting, reviews and poor performers
• Training and development
• Employee relations
• Manage people efficiencies through leave management, headcount budget, fixed term contracts, staff movements, secondments, staff utilization
• Take appropriate disciplinary measures as required
• Facilitate induction of new staff within one month of joining the organization