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CRM Manager

4 months ago

Cape Town, South Africa Ad Talent Full time

Who are we: A leading South African online retailer

Who 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:

  1. CRM Strategy Development:
    • Develop and execute CRM strategies supporting Retail, Marketplace, and Advertising.
  2. 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.
  3. Personalization Efforts:
    • Create personalized CRM campaigns.
    • Map existing customer journeys and plan new lifecycle/triggered campaigns.
  4. Team Leadership:
    • Lead and manage the CRM Executive, providing guidance, support, and mentorship.
  5. Cross-functional Collaboration:
    • Work with teams in Advertising, Retail, Marketplace, Brand, Product, and Customer Service to align campaign objectives, customer segments, channels, and messaging.
  6. Customer Feedback:
    • Design and distribute surveys to gather customer preferences, satisfaction, and experiences.
  7. Targeted Segmentation:
    • Collaborate with the CRM & Senior Insights Analyst to develop targeted customer segments based on data and insights.
  8. Content and Design Coordination:
    • Ensure CRM campaign content and design are relevant and on-brand in collaboration with Design and Brand teams.
  9. CRM Tools Utilization:
    • Use CRM tools and platforms to create and implement automated campaigns and customer segments.
  10. Communication Accuracy:
    • Ensure timely and accurate communication.
  11. Campaign Calendar Management:
    • Manage and update the CRM campaign calendar.
  12. Performance Monitoring:
    • Monitor and report on key CRM metrics, providing insights and recommendations for optimization.
  13. Strategy Development and Testing:
    • Develop and test strategies to improve communication methods with customers.
  14. Research and Innovation:
    • Research new communication methods for CRM campaigns.
  15. Brand Consistency:
    • Ensure consistent and positive brand image across all CRM touchpoints.
  16. Industry Trends:
    • Stay updated on CRM and digital marketing trends and best practices.
  17. Compliance:
    • Ensure marketing data and systems comply with POPIA regulations.

What do you need: 

  • 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