CRM Manager

3 weeks ago

Cape Town, South Africa takealot.com Full time

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won't be bored as long as you are prepared for a challenge and want to build something great.

**Your responsibilities will include**:

- Developing and executing CRM strategies specifically focused on lifecycle campaigns for Takealot, as well as Takalot's subscription service.
- Designing and executing lifecycle journeys and campaigns aimed at increasing customer acquisition, retention and lifetime value as well as preventing churn and increasing cross-sell and up-sell opportunities. This includes identifying relevant channels and key messaging.
- Crafting lifecycle journeys and campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns.
- Owning the CRM initiatives for Takelaot's subscription service, this includes managing subscriber acquisition, retention, and churn reduction strategies.
- Leading and managing a direct report, the CRM Executive (Lifecycle & Subscription Service), providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals.
- Collaborating with cross-functional teams, including Brand, Product, Retail, Marketplace and Customer Service in order to align lifecycle campaigns and subscription service initiatives with overall business objectives.
- Designing and sending out surveys to customers at various touchpoints to capture relevant information about customer preferences, satisfaction levels, and experiences.
- Collaborating with the CRM & Senior Insights Analyst to develop targeted customer segments for CRM lifecycle and subscription service campaigns based on customer data and insights.
- Working with the Design and Brand teams to ensure content and design for the relevant CRM lifecycle and subscription service campaigns are relevant and on brand.
- Utilizing Takealot's CRM tools and platforms to craft and implement automated CRM lifecycle and subscription service campaigns and customer segments.
- Ensuring that all communication is correct and sent on time.
- Managing and updating the CRM lifecycle and subscription service campaign calendar.
- Monitoring and reporting on key CRM metrics related to CRM campaigns, providing insights and recommendations for optimisation.
- Developing and testing strategies and using the derived insights to develop more effective communication methods with customers.
- Researching new ways of communicating with customers for CRM lifecycle campaigns and Takealot's subscription service.
- Ensuring that all CRM touchpoints contribute to a consistent and positive brand image and experience.
- Staying up-to-date with industry trends and best practices in CRM and digital marketing.
- Ensuring that all marketing data and systems are POPIA compliant.

**Attributes required**:

- An appreciation and passion for memorable customer engagement
- A solid understanding of CRM across various touchpoints
- Outstanding numeric and analytical skills
- A solutions-oriented, can-do attitude and high energy
- Highly organized and efficient, whilst being flexible and versatile
- Passionate about improving processes to create efficiencies
- An enthusiasm for, and an understanding of e-commerce
- Exceptional English writing skills
- Tech-savvy with a passion for using technology to solve problems
- The appetite for being involved in a startup environment
- Meticulous attention to detail
- Confident, with very strong interpersonal and communication skills and a proven ability to build productive relationships quickly
- The ability to present ideas and data to senior management

**Qualifications and Experience**:

- A Bachelor's or Honours 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

**The Environment**:

- We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve
- We are short on ego and high on output
- We are doers and not only thinkers, it's all in the execution after all
- We love what we do and what we are creating

We seek to Employ an **Extra Ordinary Mind** who:

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