Digital Channel Manager 1090 views0 applications

Job description

The Digital Channels Manager will be responsible for achieving channel growth targets while also ensuring a consistently good customer experience across the full Old Mutual digital ecosystem. The estate includes all public facing and secure websites, intermediary channels, mobile apps, social media channels and outbound digital communication channels (email, sms, mms and push notifications). This individual will be proficient in digital channel optimisation with a broad digital knowledge that covers digital marketing (paid & earned media), conversion rate optimisation, e-commerce management, platform understanding, digital self-servicing, SEO, analytics, UX and how these are applied across digital channels.

This role works closely with multiple internal stakeholders including channel owners for mobile apps, secure services and CRM. Segment and country senior marketing managers/teams, MC Centre Managers, OM PLC will also need to be consulted regularly to deliver on objectives. This role needs to understand the OMEM business strategy, marketing strategy, OMEM customer, brand, segment strategies and CVP’s and the external environment in which they operate, be data driven and able to quickly adjust to short, medium and long term digital goals.


This individual will contribute to thought leadership, stimulate innovative thinking and ensure governance around all aspects concerning digital channel growth and cross-channel customer experience strategies that includes:

  • Customer journey mapping and optimisation across digital channels
  • Lead segmentation, personalisation and nurturing strategies across channels
  • User Experience and behaviour across all OM’s Digital Platforms
  • Digital Design, messaging and branding relevant to channel
  • Cross-Channel Digital Customer Experience Governance


This individual will play a vital role in contributing and steering all digital channel enhancements while also being able to work across the full customer value chain to develop insightful digital channel strategies and plans.



  • Reviewing and contributing to all channel enhancements ensuring alignment and consistency for the full digital customer experience.
  • Analysis of visitor behaviour across channels to inform development priorities and multi-variant tests aimed at improving overall digital customer experience, conversion rates and retentions.
  • Working closely with the digital data analyst, Head of Digital Customer Experience and Channel Managers to ensure the accuracy of all digital touch-point analytics and reporting cross-channel performance appropriately to the business.
  • Work with colleagues across OMEM marketing to ensure that the digital channel strategy and activity is integrated and leverages off one another
  • Recommending and managing user experience improvements across channels based on best practice, data insights and customer research.
  • Owning the SEO performance of public facing websites. Liaising with the digital agency to deliver technical amendments, monitor and improve the organic rankings while improving overall domain authority.
  • Work with the relevant Channel Managers, Content managers and Brand manager to ensure channel relevant content is delivered in the best possible way.
  • Develops strong, trusting relationships between the business and agency partners, providing leadership and support during strategy, ideation, and execution.
  • Develops a total understanding of digital target audience and mindset modes.
  • Provide digital channel governances, guidelines, rules and management of outsourced third parties.
  • Monitor governance and policies across OMEM to ensure that all digital channel activities are compliant to agreed protocols, standards and rules.
  • Create compelling reports, business cases and presentations that excite internal stakeholders & executives, and help them understand our Digital Channels Strategy and its importance to our success in digital.

Role Requirements

  • University Degree majoring in Marketing, Communications, Media or Advertising, with further Digital Marketing training a plus.
  • A minimum of 5 years within a digital marketing environment and at least 2 years management experience.
  • Experience in managing multiple stakeholders is a must.
  • Multi-channel digital marketing experience in a large corporate environment will be hugely advantageous.
  • Candidates displaying broad understanding of the digital landscape and with an e-commerce background will be preferred.
  • Experience in the management of multiple digital channels, Project Management, and Software Development Management will be a distinct advantage.
  • Preferred candidates will ideally have exposure to the financial services industry and/or with working in a similar role in a large global organisation.

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Old Mutual South Africa (Old Mutual SA) is a subsidiary of the Old Mutual Group - a Fortune 500 company and major player in the global financial services arena.

As a registered Financial Services Provider, Old Mutual SA has been providing wealth creation and protection products to South African's for over 150 years. Over and above our commitment to product and service excellence we have proven ourselves to be agents of change through our pioneering contributions to transformation in the South African financial services sector. Bearing testimony to this is our ground-breaking broad-based Black Economic Empowerment Deal. In addition, we view our role as a major corporate citizen in a serious light. This is reflected in our far-reaching social investment and sponsorship initiatives. And, as a driving force in the South Africa economy, Old Mutual embraces and upholds the concepts of good corporate governance in the belief that a culture of transparency and integrity is vital to the future success of our economy.


Work for a strong, dynamic and leading Financial services organisation built on a proud heritage, the quality of its people and a passion for customers and communities. Old Mutual provides its employees with great opportunities to develop a local or international career, be rewarded and make a difference to South Africa.


Old Mutual has a diverse pool of talent with collective knowledge, culture, systems and services gathered over the last 165 years


Old Mutual (SA) invests almost R200m in developing its own people every year, there are many opportunities to develop your individual skills


Old Mutual is a large and diverse company and there are a multitude of opportunities to develop your career and realise your talents and ambitions


Choose from a great selection of remuneration and benefit options and be significantly rewarded for the effort and skill you bring to the company


The Old Mutual Cape Town office has a broad range of facilities i.e. shopping mall; gym; canteen; a number of restaurants; medical suite; hair dresser; post office; crèche; sporting facilities


You will be given the opportunity to positively impact your place of work, colleagues, communities and shape the future of South Africa


Old Mutual is passionate about delivering value for clients, investing in staff and communities which makes a difference to the future of South Africa, we have invested about R5 billion in local infrastructure and have an annual investment of R30m in education


We grow talent and develop experts, our knowledgeable people place us as the leading edge in the dynamic Financial Services Industry


Old Mutual cultivates a work environment that embraces and explores diversity


Old Mutual operates in 34 countries and has a large global footprint offering international exposure to staff.


At Old Mutual we believe that continuous learning and development is crucial to ensuring our success as an organization.

  • The Old Mutual Business School (OMBUS) is the corporate university of Old Mutual and focuses on developing the core management and personal excellence skills required by our employees to fulfill OMSA’s business strategy Old Mutual Business School
  • OMBUS’s unique learning model develops managers and employees to be empowered, productive individuals
  • Apart from OMBUS, some business units also have their own learning/training departments that offer technical training to business unit staff
  • Old Mutual (SA) invests almost R200m in developing staff every year
  • In addition R30m a year is spent on educating South Africans through various sponsorships, bursaries and educational initiatives


Old Mutual offers a number of mentorship and coaching opportunities to its employees. These programs give staff the opportunity to both be mentored and to be a mentor. Notable examples are:
  • The Old Mutual Senior Women’s mentorship program, where a group of Old Mutual’s most senior women mentor emerging leaders for a year.
  • OMSA Employees are invited to mentor students from the Tsiba College in Pinelands. Tsiba College is sponsored by the Old mutual Foundation and offers students from disadvantaged backgrounds the opportunity to attain a degree in business administration.


Coaching is provided through a database of registered coaches, who can be contracted in to provide individuals with performance and life coaching as part of an integrated development plan.


Talent Development initiatives have been identified to ensure the development and fast-tracking of our Internal Talent Pipeline. They include the following:
  • Talent Pools focus on key groups of people with potential talent are identified and their development is supported by the Central HR team: e.g. Executive Assistant Role, Leadership Potential group and Top Talent Recruitment group
  • Talent Development initiatives include the OM Mentorship Networking Forum and Executive Coaching. These initiatives assist with fast-tracking development.
  • Alumni Programme focuses on key people who have left the organization and makes contact with them
  • Skills Transfer Programme focuses on key people that will be leaving the organization within the next few years due to Retirement or Early retirement and ensures a support process to effect skills transfer


The performance of Old Mutual employees is assessed regularly and the Performance Management process provides the vehicle through which OMSA business strategy is executed and the objectives and goals of our organisation are met. Performance Management is the way in which organisational critical success measures are translated into individual performance measures and provides a platform for the measurement of delivery and for consequential progression of individual development and growth.
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