CRM Manager

6 months 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 that support Retail, Marketplace and Advertising on Takealot.
- Designing and executing CRM 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 that support Retail, Marketplace and Advertising. This includes identifying relevant channels and key messaging.
- Crafting CRM campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns.
- Leading and managing a direct report, the CRM Executive (Retail, Marketplace & Advertising), providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals.
- Collaborating with cross-functional teams including Advertising, Retail, Marketplace, Brand, Product & Customer Service to understand and identify campaign objectives, key customer segments, relevant channels and messaging requirements for CRM Journey campaigns.
- 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 Journey campaigns based on customer data and insights.
- Working with the Design and Brand teams to ensure content and design for the relevant CRM Journey campaigns are relevant and on brand.
- Utilizing Takealot's CRM tools and platforms to craft and implement automated CRM Journey campaigns and customer segments.
- Ensuring that all communication is correct and sent on time.
- Managing and updating the CRM Journey campaign calendar.
- Monitoring and reporting on key CRM metrics related to CRM Journey 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 Journey campaigns.
- 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, its 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:

- is respectful but forthright
- is an expert at doing, who can not only design but also execute
- is analytical, able to use data to make decisions
- is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happe

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