Chief Marketing&Member Experience Officer, Pretoria

Job Overview

Our client is recruiting for a Chief Marketing Officer to be responsible for leading and overseeing the Member Service&Experience (MSE) division, encompassing marketing, communications, member services, wellness services and stakeholder relations. The CMO will develop and implement innovative strategies to enhance the Scheme’s brand, drive member engagement, and ensure excellent service delivery. Education and Qualification Requirements

Honours/Postgraduate Professional Qualification (NQF Level 8) degree in Communications, Marketing and Advertising or equivalent in a related field. Strong understanding of the South African Healthcare and Medical Scheme Industry. Desirable

Master/ Postgraduate degree in a related field. Experience Requirements

Twelve (12) years’ of functional experience with at least five to eight (5-8) years’ in a highly strategic Marketing, Communications and Client Relations senior role, including staff supervisory, budgetary, and management responsibility. Key Performance Areas

Strategic Leadership and Planning

Develop and implement a comprehensive MSE operational plan aligned with the Scheme’s strategic objectives, rules, and legislation. Develop and integrate an overall Member Service&Experience strategy. Develop business requirements and translate them into service delivery standards. Implement and monitor a performance management system for the MSE division. Maintain a sound contract and Service Level Agreement (SLA) environment. Develop and manage the annual MSE budget.Evaluate and monitor the implementation of strategic plans, risk management plans, and business plans for the MSE division. Ensure all disbursements to service providers comply with Scheme rules, financial policies, and contractual obligations. Manage the Human Resources function for the MSE division in accordance with approved policies.Maintain an appropriate organizational structure within the MSE division to achieve strategic objectives. Protect the confidentiality of member medical records and other sensitive Scheme information. Ensure members receive adequate information regarding their rights, benefits, contributions, and duties.Manage the day-to-day operations of the MSE division, including Marketing and Communications, Public Relations, Membership and Compliance, Client Liaison, Stakeholder Relations, Complaints Management, and FAIS Accreditation units. Develop and implement strategies, employ staff, and execute policies and control systems for the MSE division.Design, implement, and monitor risk management processes within the MSE division. Engage with stakeholder groups, within the COO's specified limitations, to implement the Stakeholder Management Policy and Engagement Plan. Oversee service providers, ensuring service delivery according to SLAs and contracts, applying sound business principles.Marketing and Communications

Identify new developments and opportunities to promote the Scheme's brand and grow membership. Utilise member suggestions and data analytics to inform business strategies. Oversee the Scheme's web portal and other communication platforms (social media platforms, member newsletters), ensuring accurate, educational, and positive content.Keep members informed of Scheme activities, achievements, and changes. Ensure accurate presentation of Scheme products/services in line with Scheme rules. Oversee media monitoring and assess the effectiveness of Scheme publicity. Oversee the development of all print, electronic, and promotional materials in line with the Scheme’s Corporate Identity Manual.Develop briefing documents and press statements for the Principal Officer. Manage communication channels for easy access to information and efficient responses. Manage the execution of Public Relations services. Develop and deliver an integrated communications framework across all internal, external, and digital channels.Ensure cooperation between the Scheme's various business partners' communications. Compile an annual events calendar. Provide editorial content for Scheme publications. Distribute stakeholder and member feedback to relevant divisions. Develop a comprehensive communication strategy that informs the broader Marketing and Communications strategy.Understand, analyse, and address strengths, gaps, and opportunities in the Scheme's communication approach. Member Service and Experience

Ensure implementation of excellent customer service delivery standards. Ensure staff at member touchpoints are trained and project a professional, member-centric image. Oversee and ensure effective implementation of member feedback mechanisms. Use analytics to identify member needs and develop strategies to meet them efficiently.Implement mechanisms to monitor member satisfaction. Develop and execute member penetration strategies to meet targets. Ensure seamless operation of all member touchpoints (call centers, walk-in centers, CLO offices) and adherence to agreed turnaround times. Identify and implement improvements in member cycle efficiency, including query resolution.Oversee call center management, ensuring efficiency and professionalism. Develop and implement a wellness program linked to health outcomes, in collaboration with the employer and internal stakeholders. Stakeholder Management

Oversee the Scheme’s stakeholder relations strategy. Manage corporate social initiatives to maintain the Scheme's image and meet targets. Oversee the stakeholder management function, implementing protocols, standards, guidelines, and developing a consolidated stakeholder matrix. Ensure proactive engagements withgovernment departments and regulatory bodies.Core Values

Demonstrate a commitment to excellence in all aspects of the role. Foster a culture of innovation and excellence within the MSE division. Prioritize member value in all decisions and initiatives. Budget, Expenses and Procurement

Ensuring cooperation between the Schemes' various business partner’s communications and ensuring effective overall communication. Ensuring compilation of an annual events/calendar. Ensuring provision of editorial content for the Scheme’s publications. Ensuring that feedback from stakeholders including members are distributed to relevant Divisions to addressissues or queries.Budget planning supports organizational objectives. Forecasting and Analytics: Use data to anticipate financial needs and optimize resources. Collaborate across departments to maintain budget adherence. Assess financial performance regularly and adjust strategies. Implement measures to save costs while maintaining quality.Project Management

Identifying and managing strategic projects related to Member Service&Experience. Overseeing the implementation of processes, policies and interventions which are aligned to the Scheme’s Member Service&Experience Division. Overseeing the management of and monitoring the effectiveness of the Exercise, Wellness, Lifestyle and other preventative care programmes. Identify and implement effective risk mitigation strategies. Align projects with Strategic goals. Optimise resource allocation. Implement Best practice.Forums And Committees

Service Management Forum - Chair and oversee. Complaints Forum - Chair and oversee. Claims Mediation Committee - Attend and oversee. Ex-gratia and Claims Management - attend. Executive Committee (EXCO)– Attend and actively participate. Clinical Governance and Administration Committee - Attend and report.Risk, Social and Ethics Committee - Attend and report. Board Committees - Attend as delegated by COO. Technical Expertise And Application

Strategic Marketing Tools: Expertise in digital marketing platforms and CRM systems to drive strategy. Advanced Data Analytics: Proficiency in analytics tools for strategic decision-making and performance monitoring. Website and Content Management: Experience managing web content to ensure accurate and strategic information dissemination.Media and Brand Management: Skills in media monitoring and maintaining brand consistency. Public Relations Management: Ability to craft strategic press statements and oversee PR services. Customer Experience Platforms: Familiarity with systems that ensure top-tier customer service and satisfaction.Event and Project Management: Knowledge of tools for efficient event planning and project execution. Stakeholder Engagement Tools: Experience in managing high-level stakeholder relationships and communication. Communication Strategy Development: Expertise in creating and executing comprehensive communication strategies.Risk Management

Performing a risk management assessment for the Division and developing and implementing mitigation strategies. Adapting operational plans to mitigate risks. Staff Management

Ensure adherence to the organization’s Scheme policies and procedures. Lead and inspire the team to achieve organizational goals. Regularly assess and provide feedback on staff performance. Support training and development opportunities for staff. With the assistance of the COO, oversee performance and disciplinary matters in relation to Senior Managers.Oversee hiring processes and implement strategies to retain talent.

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