Digital & CRM Manager

3 months ago

Cape Town, South Africa Dermalogica South Africa Full time

**Role overview**:
Dermalogica South Africa is seeking a passionate and skilled Digital and CRM Manager to lead our digital marketing and CRM strategies. With 5+ years of experience, you will have an innate desire to redefine best practices in CRM and engage our top customers in innovative and personalised ways.

This role will require you to stay current with trends, in CRM, loyalty and digital marketing, blending marketing (the "why") with technical expertise (the "how") to deliver impactful results. We are looking for someone who can leverage customer data and touchpoints to enhance the overall digital experience and drive loyalty across all channels.

Reporting to the Ecommerce Manager, you will play a pivotal role in Dermalogica’s direct-to-consumer (DTC) business, managing both short-term campaigns and long-term strategies in a dynamic, deadline-driven environment

**Key Responsibilities**:

- Develop and execute a CRM strategy that focuses on personalisation, education, and customer engagement, in line with Dermalogica's brand values.
- Understand and foster brand loyalty across touchpoints, driving initiatives that keep the customer at the center of our efforts.
- Align with local and global CRM strategies and work with teams across ecommerce, retail, and brand CRM to define annual CRM, loyalty, and omnichannel initiatives across categories and channels.
- Oversee omnichannel and loyalty-focused marketing campaigns, ensuring segmentation and personalisation, and embedding CRM best practices into everything we do.
- Collaborate with cross-functional teams to develop a deep understanding of our customers and use data-driven insights to personalise engagement.
- Develop scalable CRM processes that enhance 1-to-1 consumer engagement and streamline CRM operations.
- Work closely with the Ecommerce Manager and our agency to enhance the on-site experience, using CRM data to drive improvements.
- Develop strategies to boost traffic through paid and organic channels, driving direct website engagement.
- Lead the management and optimisation of ad campaigns with our agency (Google Ads, Facebook Ads), ensuring ROI maximisation.
- Oversee the integrated marketing calendar to ensure all digital and CRM initiatives align with broader ecommerce and marketing goals.
- Regularly audit the website, ensuring a seamless user experience and functionality improvements.
- Manage product merchandising across digital touchpoints, optimising categorisation and navigation for the best customer experience.
- Own the creative briefing process for all digital channels, ensuring that assets are aligned with Dermalogica’s brand values, trends, enhance engagement and customer retention.
- Monitor digital and CRM spend, ensuring effective budget management and ROI across digital tools.
- Manage the Dermalogica rewards program, boosting repeat purchases, average order value (AOV), and customer lifetime value (LTV).
- Use RFM analysis to deliver targeted, personalised messaging and refine testing strategies for better performance.
- Provide regular performance reports, leveraging tools like Google Analytics and RetentionX to track KPIs such as conversion rates, repeat purchase rates, and customer lifetime value.

**Required Skills & Qualifications**:

- Bachelor’s degree in Business, Marketing, Digital, or related fields.
- 5+ years of experience in CRM and digital marketing, with 2+ years in project management.
- Demonstrable knowledge of CRM data management processes and tools; familiarity with Adobe Campaign is an advantage.
- Experience with loyalty programs and driving customer engagement is highly desirable.
- Ability to balance marketing strategy with technical know-how to drive digital and CRM initiatives.
- Results-oriented with strong problem-solving skills, decision-making abilities, and the ability to inspire teams.
- Strong creative eye with a focus on improving assets and staying ahead of trends.
- Proficient in digital marketing tools like Google Ads, Facebook Ads Manager, CRM systems, and web content management platforms.
- Strong analytical mindset with experience in Microsoft Excel, Google Analytics, for data-driven insights.
- A proactive, strategic thinker with a passion for driving business growth.
- Strong English communication skills, both written and verbal, with the ability to collaborate across departments.

**Competencies**:

- Analysing
- Entrepreneurial and commercial thinking
- Delivering Results & Meeting Customer Expectations
- Deciding and Initiating Action

**Location**: Cape Town

**Why Join Dermalogica?**

Dermalogica is a global leader in skincare, renowned for its commitment to professional-grade products and education. By joining our team, you will be part of a brand that values innovation, expertise, and the human touch. You will have the opportunity to work in a dynamic environment where your contributions make a real impact on the business and the lives of our consumers.

Dermalogica is a

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