Job Description

Who are we: A leading South African online retailerWho are we looking for: A highly talented CRM Manager to join our team in Cape Town. In this role, you will be responsible for the design and execution of the CRM Strategy for Retail, Marketplace & Advertising.What will you do:

• CRM Strategy Development:

• Develop and execute CRM strategies supporting Retail, Marketplace, and Advertising.
• Campaign Design and Execution:

• Design and execute CRM journeys and campaigns for customer acquisition, retention, lifetime value, churn prevention, cross-sell, and up-sell opportunities.
• Identify relevant channels and key messaging.
• Personalization Efforts:

• Create personalized CRM campaigns.
• Map existing customer journeys and plan new lifecycle/triggered campaigns.
• Team Leadership:

• Lead and manage the CRM Executive, providing guidance, support, and mentorship.
• Cross-functional Collaboration:

• Work with teams in Advertising, Retail, Marketplace, Brand, Product, and Customer Service to align campaign objectives, customer segments, channels, and messaging.
• Customer Feedback:

• Design and distribute surveys to gather customer preferences, satisfaction, and experiences.
• Targeted Segmentation:

• Collaborate with the CRM & Senior Insights Analyst to develop targeted customer segments based on data and insights.
• Content and Design Coordination:

• Ensure CRM campaign content and design are relevant and on-brand in collaboration with Design and Brand teams.
• CRM Tools Utilization:

• Use CRM tools and platforms to create and implement automated campaigns and customer segments.
• Communication Accuracy:

• Ensure timely and accurate communication.
• Campaign Calendar Management:

• Manage and update the CRM campaign calendar.
• Performance Monitoring:

• Monitor and report on key CRM metrics, providing insights and recommendations for optimization.
• Strategy Development and Testing:

• Develop and test strategies to improve communication methods with customers.
• Research and Innovation:

• Research new communication methods for CRM campaigns.
• Brand Consistency:

• Ensure consistent and positive brand image across all CRM touchpoints.
• Industry Trends:

• Stay updated on CRM and digital marketing trends and best practices.
• Compliance:

• Ensure marketing data and systems comply with POPIA regulations.

• A Bachelor's or Honors degree in a relevant field such as Marketing or Business
• 5+ years experience in CRM or a similar role
• Experience in e-commerce or digital marketing
• Experience working with Braze or other CRM Marketing platforms
• Braze certification is advantageous
• Experience in campaign reporting and analysis
• Experience using liquid or other template languages (advantageous)
• Experience building triggered/lifecycle campaigns
• Experience creating personalised marketing campaigns
• Experience working with data to inform strategies and plans
• Experience working with Excel, Google Sheets, SQL, GBQ and Looker
• Experience in marketing and communication

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