CRM Lead

3 days ago

Paarl, South Africa Trade Nation Full time

We’re looking for an experienced and dynamic CRM Lead to join our Marketing team and take ownership of our Customer Relationship Management strategy. As the CRM Lead, you will manage and mentor two Digital CRM Managers and play a pivotal role in transforming our CRM processes and tools.

You will work cross-functionally with Marketing, Tech, Data, Customer Service, Sales, and B2B teams to establish a modern and efficient CRM strategy that drives engagement, retention, and growth. From a Marketing perspective, CRM will be a key driver of Bottom of Funnel (BOFU) activity to convert leads into customers and maximise customer lifetime value.

You will be based in our Paarl office and serve as the most senior team member across all functions. This role requires a passionate CRM leader with a deep understanding of HubSpot and significant experience running end-to-end CRM programmes.

**Who we are**:
We are Trade Nation. We help our customers power up their trading through killer insights, transparent costs, and fairer ways to trade. We’re innovators, and proud of it. And we’ve grown a lot in our decade as a market-leading low-cost trading powerhouse. Our reach is global through our teams in the UK, Australia, South Africa, Seychelles and The Bahamas.

Founded on transparency, forged in trust and powered by people, we’re committed to empowering our customers to outperform the markets. How? By minimising expenses and harnessing technology to prioritise the lowest trading costs.

But enough about us. Let’s hear about you.

**Who you are**:
You’re something special. You pride yourself on being unique and bringing your own history to the table - finding solutions to daily challenges in a way that can’t be done by anyone else. Maybe you talk a big game, maybe you don’t. The important thing is that you do what you say and follow through to see every customer thrive.

You don’t play with the bumpers up. That means breaking out of your lane when needed to help others - or forging your own completely. Every problem is our problem and that’s how you see it too. Because Trade Nation’s people have a shared vision, and you want to be part of making it a reality.

You know when to take the right sort of risks, the ones that push you to be better. You’re not afraid to try, fail, and then try harder. But don’t worry, you’ll have all the support you need to thrive with us at Trade Nation, and we can’t wait to enable you to learn and grow.

Ready to roll up your sleeves and get stuck in?

**Our commitments to each other**:
**We have each other’s backs**

There when we need each other most

**We challenge each other**

Be more creative, more curious, more bold

**We thrive together**

Taking our work to the next level

**We form strong bonds**

Through team building and social events

**We don’t judge**

Instead, we teach and are open to learning

**We step up**

Taking ownership and supporting each other to do the same

**Responsibilities**:

- **CRM Strategy Development**:
Develop and implement a new CRM strategy that leverages HubSpot as our primary tool, replacing legacy systems and processes. Ensure the strategy aligns with business goals and drives BOFU activity to support conversions and customer growth.
- **Project Management**:

- **Team Leadership**:
Lead, mentor, and manage two Digital CRM Managers, providing guidance on best practices, process adherence, and professional development. Be a visible leader in the South African office, fostering a cohesive, happy, and high-performing team environment.
- **Senior Office Leadership**:
Act as the most senior team member in the South African office, representing the Marketing department and ensuring effective communication, collaboration, and alignment with broader company goals.
- **Cross-functional Collaboration**:
Work closely with Marketing, Tech, Data, Customer Service, Sales, and B2B teams to ensure the CRM strategy supports their needs. Facilitate CRM-driven communications, campaigns, and workflows to enhance engagement and efficiency across departments.
- **Optimisation and Automation**:
Identify opportunities to automate workflows and optimise customer journeys, ensuring CRM activities are efficient, data-driven, and customer-centric.
- **Reporting and Insights**:
Monitor CRM performance, provide monthly reporting and insights, and continuously refine strategies based on data and customer behaviour.
- **Problem-Solving and Improvement**:
Address team challenges and process inefficiencies, implementing solutions to improve communication, workflow, and productivity.
**Requirements**:

- 5+ years experience managing CRM programmes, ideally within a fast-paced and growth-oriented environment.
- Proven experience with HubSpot CRM, including implementation, strategy development, and optimisation.
- Experience leading and developing a team, with strong people-management skills.
- Exceptional project management skills, with the ability to oversee complex CRM projects and delive

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