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CRM Manager

2 months ago

Cape Town, Western Cape, South Africa takealot Full time
About the Role

We are seeking a highly skilled CRM Manager to join our team at Takealot, a leading South African online retailer. As a CRM Manager, you will be responsible for designing and executing customer lifecycle strategies that drive customer acquisition, retention, and lifetime value.

Key Responsibilities
  • Develop and execute CRM strategies focused on lifecycle campaigns for Takealot and its subscription service.
  • Design and execute lifecycle journeys and campaigns to increase customer acquisition, retention, and lifetime value, as well as prevent churn and increase cross-sell and up-sell opportunities.
  • Craft lifecycle journeys and campaigns to increase personalization, including mapping out existing customer journeys and planning new lifecycle/triggered campaigns.
  • Owning the CRM initiatives for Takealot's subscription service, including 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, 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 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 optimization.
  • Developing and testing strategies and using 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.
Requirements
  • 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, while 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 Advanced Diploma 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 personalized 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.
About Takealot

Takealot is 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.

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 strives to be the BEST (GREAT requires a lot of work and does not only happen during business hours).
  • is passionate about the potential of e-commerce and delivering a world-class customer experience.
  • is entrepreneurial, thrives under change, and accepts it is a constant and always looks for solutions to do something better and faster.
  • is business SMART. Able to think about problems from a business perspective using technical and product input.
  • is curious and challenges the status quo.
  • is innovative and enjoys iteration.
  • is collaborative.
  • thinks like an owner of the business.
  • is SMART, has INTEGRITY, and is HARD WORKING.