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CRM Specialist

4 weeks ago

Cape Town, South Africa Silvertree Capital (PTY) ltd Full time

About the role:
The CRM Specialist drives the creation, implementation, and management of innovative and effective CRM and loyalty programmes and campaigns for Faithful to Nature, UCOOK and Pet Heaven, to improve customer experience and increase customer retention, purchase frequency, brand engagement and lifetime value.

The CRM Specialist works closely with the brand teams and broader business to understand the business’ requirements, partners and customer segments, and accordingly crafts CRM programmes and campaigns that add value to the various customer segments, the business and our partners. They are also responsible for the implementation of all CRM communications (campaign and always-on) across the three brands, using CRM automation and tools.

This role reports to the Group CMO and the Digital Production Specialist reports into the CRM Specialist.

Core duties and responsibilities:

- Works closely with the brand teams to plan all CRM campaigns across all three brands, to achieve business objectives:

- In collaboration with the brand teams, identifies relevant and actionable customer target segments
- Works collaboratively with the brand teams to conceptualise CRM campaigns and always-on elements (including relevant customer journeys) and develops effective user journeys per customer segment, that increases consumer engagement, encourages lapsed members to re-engage, builds our brand and drives business objectives (upselling, cross-selling, increasing frequency and basket size)
- Implements all CRM campaigns across all three brands:

- Works closely with the functional marketing and brand teams to implement the CRM aspects of opportunities with partner brands, e.g. Investec, Vodacom, etc
- Works with the tech team to manage the day-to-day running and maintenance of all personalisation initiatives, databases and CRM tools
- Continually innovates and evolves the three brands’ loyalty and CRM programmes, to deliver a best-in-class customer experience:

- Recommends and implements high-touch personalisation efforts, in collaboration with brand and product teams
- Develops and maintains reporting and analysis (supported by the Silvertree tech & BI teams) to deliver actionable insights to measure programme and campaign performance, and inform future business plans and programme initiatives
- Identifies improvements in current tech stack and external new CRM automation tools that can improve the CRM Ux journey for customers, and works with the tech team to implement these.
- Education and experience required
- 2 - 4 years’ relevant experience, with 2+ years’ digital CRM experience; experience with loyalty programmes is advantageous
- Degree or diploma in Marketing or Advertising
- Functional skills
- Tech savvy, with in-depth technical experience of Active Campaign, Klaviyo, Hubspot or similar CRM tools
- Strong technical understanding of CRM automations, tracking and reporting
- Customer obsessed - loves thinking up fresh touches to surprise and delight
- Strong technical, creative and analytical approach to solving problems
- Interacts professionally and effectively through verbal and written communication
- Highly organized
- Attention to detail
- Soft skills
- Analytical
- Builds strong relationships
- Accountability
- Shows initiative
- Ability to adapt quickly to rapidly changing business conditions.