Job Description

Empowering Africas tomorrow, togetherxe2x80xa6one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary The Senior Manager: Martech Process & Operations Optimisation will lead the optimisation of campaign and sales operations processes across the Martech landscape. The role will focus on building an adaptable operating model that enables efficient campaign execution while retaining flexibility to pivot across multiple Martech priorities such as process re-engineering, capability uplift, automation, and operational readiness for new Martech use cases.
You will be responsible for driving both operational excellence in execution and broader optimisation initiatives in partnership with Product, Sales, Martech Enablement, and Strategy teams. This role requires a balance of executional leadership and the ability to flex into upstream initiatives such as Martech enhancements, new use case delivery, and continuous improvement projects.Key ResponsibilitiesMartech Operations & Process OptimisationLead the optimisation and delivery of operational processes that enable campaign execution across legacy and modern Martech platforms (e.g., Salesforce Marketing Cloud).Build scalable and agile operating models capable of supporting diverse Martech and Personalisation initiatives (e.g., cross-sell campaigns, onboarding journeys, trigger-based engagements).Implement automation, workflow enhancements, and new capabilities that improve operational throughput while reducing errors and manual dependencies.Drive operational stability while maintaining capacity for agility, enabling the team to flex into high-priority, ad-hoc initiatives.Fungible Resource & Delivery ModelDesign and manage a fungible delivery team that can pivot across areas such as campaign operations, process optimisation, Martech enhancement delivery, and ad-hoc commercial or regulatory initiatives.Develop a resource allocation framework to balance run (BAU operations) and change (project-based Martech initiatives) activities.Enable the team to adapt to shifts in Martech priorities, such as the integration of new data feeds, platform features, or regulatory changes requiring operational adjustments.Strategic Process Re-EngineeringPartner with Martech Enablement and Martech Strategy teams to re-engineer processes that support future-fit campaign operations and advanced Martech use cases (e.g., customer lifecycle management, hyper-personalisation, advanced journey orchestration).Lead the design of To-Be processes and support change management initiatives to embed them within the business.Create an agile feedback loop with Product, Digital, and Channel teams to continuously evolve operating models based on business needs.Sales & Campaign Cost OptimisationAnalyse operational costs and recommend optimisations across sales enablement and campaign execution channels.Drive efficiencies across sales and marketing touchpoints, recommending channel strategies that improve ROI while balancing cost, customer engagement, and regulatory considerations.Embed practices to enhance lead quality and conversion rates through process and technology interventions.Governance, Risk & Operational ResilienceEnsure all process and operational improvements meet risk, regulatory, and contact governance standards.Manage incident, escalation, and root cause analysis processes, embedding preventative controls and lessons learned into standard operations.Ensure the team remains flexible but compliant, balancing agility with operational risk controls.Stakeholder EngagementBuild strong partnerships across Martech Enablement, Strategic Marketing, Product, Analytics, Sales, Digital, and Compliance.Act as a trusted advisor to the Head of Personalisation & Martech on operational readiness for Martech transformation initiatives.Advocate for resource fungibility within the team and influence stakeholders on balancing BAU and project demands.Person SpecificationEducation & ExperienceBachelors Degree in Engineering, Operations Management, Marketing, Commerce, or a related field (NQF 7)Lean Six Sigma or other process optimisation certifications advantageousMinimum 7 years experience in operational excellence, marketing operations, or Martech optimisation within a complex, matrixed organisationSolid track record in balancing operational stability with flexibility in delivery modelsExperience supporting Martech platforms (Salesforce Marketing Cloud or equivalent) within a retail banking, telecoms, or financial services environmentKnowledge & SkillsMartech Process Optimisation & Operational DiagnosticsResource Modelling & Capacity Planning (BAU & project-based)Automation & Workflow ToolsMulti-channel campaign delivery (SMS, email, push, app, web)Sales Enablement & Conversion OptimisationRisk Management & Operational GovernanceStrong analytical and problem-solving skills with a bias for actionAgile ways of working & cross-functional deliveryCompetenciesFungibility & Agility: Ability to pivot teams across BAU and Martech transformation initiativesOperational Leadership: Strong executional oversight while building future-fit capabilitiesStrategic Problem Solving: Comfortable solving both operational and upstream Martech challengesInfluencing & Collaboration: Build trust and alignment across business and technical stakeholdersContinuous Improvement Mindset: Relentless focus on efficiency, automation, and process redesignChange Leadership: Ability to drive adoption of new ways of working and embed sustainable changeResults Orientation: Deliver measurable improvements in campaign efficiency, cost, and customer impactEducationBachelor's Degree: Business, Commerce and Management Studies (Required)Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.Absa Bank Limited reserves the right not to make an appointment to the post as advertised

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