CRM Manager

1 month ago

Cape Town, South Africa British American Tobacco Full time

**BAT is evolving at pace - truly like no other organisation.**

**To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey**

**BAT SOUTH AFRICA** **IS LOOKING FOR A CRM MANAGER TO JOIN OUR TEAM IN CAPE TOWN**

**SENIORITY LEVEL**:Management

**FUNCTION**: Marketing

**SALARY RANGE**:competitive salary package + excellent benefits + market leading bonus

**LOCATION**:Cape Town, South Africa

**ROLE POSITIONING AND OBJECTIVES**

You will need to support the digital marketing transformation, through developing and driving a CRM Strategy that supports the overarching Marketing Strategy built on concrete consumer insights.

You will be responsible for supporting in the adapting of digital campaigns relevant for the respective consumer journeys, making sure that all regulations and business restrictions in the individual end markets are respected.

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Defined CRM strategy for identified clusters per category.
- Crafting CRM campaigns aimed at driving new and returning buyers, growing cross-sell and up-sell opportunities as well as preventing dormancy. This includes identifying relevant channels and key messaging
- Segmentation and management of the customer database to ensure accurate targeting and communication
- Identifying and putting in place journeys to drive conversions
- Mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns
- Analysing data to derive insights into the customer base and formulate communication plans to drive desired behaviour. This includes liaising with the CRM, Performance teams
- Deriving plans and strategies to encourage purchasing behaviour to improve lifetime value of customers.
- Collaborate across functions and teams to achieve consistency throughout digital and direct marketing channels, completing activity with agility and pace
- Working with the Design and Brand teams to build content that is relevant and on brand.
- Ensuring that all communication is accurate and sent on time.
- Reporting on the performance of communication with the intention of optimising communication and customer behaviour.
- Developing and testing strategies and using the derived insights to develop more effective means of communicating with customers.
- Working closely with the BI and engineering teams to ensure optimal CRM Platform setup and ongoing improvements.
- Research new ways of communicating to customers
- Making sure that CRM touchpoints contribute to a consistent and positive brand image and experience.
- Support other customer facing departments with guidelines on customer engagement.
- Ensure that all marketing data and systems are POPIA compliant.
- Work with respective agency partners in order to define the approach for each channel
- Stay up-to-date with digital technology developments
- Lead the consumer experience team, ensuring data insights being used to improve and adapt CRM initiatives.
- Provide best practice methodologies and direction and to all stakeholders across the area
- Research, plan, adapt and implement innovative and ground breaking digital and direct campaigns alongside agency partners to achieve growth across all channels

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- >3 year Marketing degree / diploma
- Minimum 2 years’ experience in digital marketing with a solid understanding of direct marketing communication and marketing automation, either on agency or client side
- A consistent record in creating and delivering digital and direct marketing strategies across a spectrum of platforms and markets
- At least 2 years’ experience in CRM (preference will be given to individuals with Salesforce experience)
- Solid knowledge with analytical tools including Google Analytics, Google Tag Manager and Google Optimize, Salesforce and SFMC
- Experienced at utilizing data and analytics to build actionable insights (leading to better ROI)
- Strong integrated marketing, communications and management skills including research, analytical skills, data, management and project management
- Ability to manage complexity and coordinate across a number of departments while meeting tight deadlines
- Ability to multitask under pressure
- Strong storytelling and influencing skills.

**WE ARE BAT**

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. **See what is possible for you at BAT.**
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner - one of 50 most sustainable companies

**BELONGING, ACHIEVING, TOGETHER**

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