CRM Lead

**About the Role**

We are seeking a dynamic and experienced **CRM Lead (CRM Marketing Specialist)** to take ownership of Travelstart's customer relationship management (CRM) strategies and platforms across South Africa and Nigeria. This leadership role is central to defining and executing CRM initiatives that drive customer engagement, conversion, retention, and lifetime value. You will oversee both the technical infrastructure and campaign strategy for CRM as a performance channel, ensuring seamless operation and alignment with commercial goals in both markets.

As the CRM Lead, your primary purpose is to lead and evolve Travelstart's CRM function across two key markets. You'll own the CRM platform, work closely with product and engineering teams on technical capabilities, and partner with the marketing and commercial teams to deliver personalised, automated, and data-driven customer experiences at scale.

**Before you apply**, please make sure you tick the following boxes:

- You've got a quick win, an innovation-led mindset and are constantly curious about how CRM channels impact customer experience and conversion.
- You have a technical and data-driven mindset.
- You're eager to work in a ‘start-up' environment. Fast pace, high risk, high reward. We're looking for someone keen to get their hands dirty, to challenge systems and deliver solutions on time.
- You can identify issues and opportunities within existing campaigns, propose effective solutions, and develop creative strategies to reach audiences and reactivate users in the database.

**Key Responsibilities**

What will your day-to-day look like?
- Own and manage the CRM platform (Iterable), ensuring reliability, scalability, and full adoption of all technical capabilities.
- Collaborate with cross-functional teams (engineering, marketing, data, design) to integrate CRM tools and enhance customer journey automation.
- Define and monitor CRM KPIs (engagement, churn, LTV, open/click rates, etc.), and continuously optimise based on performance insights.
- Manage segmentation, personalisation, and dynamic journey flows to support customer onboarding, engagement, and retention
- Ensure compliance with local data privacy and marketing regulations in both countries (e.g. POPIA, NDPR).
- Lead A/B testing and experimentation initiatives to improve campaign effectiveness.
- Report on CRM performance to key stakeholders and make recommendations for strategic enhancements.
- Champion best practices in customer data management, hygiene, and integration with broader MarTech stack.

**Profile Requirements**:

- Bachelor's degree in Marketing, Business Management or equivalent programs.
- Good knowledge of HTML/CSS is a prerequisite
- 5+ years of CRM experience, ideally in e-commerce, travel, or performance marketing environments.
- Proven expertise in managing and optimising CRM platforms (Braze, Salesforce, Hubspot, etc.).
- Technical fluency with data structures, API integrations, and marketing automation tools.
- Demonstrated ability to lead CRM strategy and execution across multiple geographies.
- Strong analytical mindset with experience in performance tracking, reporting, and insights generation.
- Comfortable collaborating with developers, marketers, and analysts to bridge strategy with implementation.

**Personal Competencies**
- Strategic and proactive thinker who thrives in fast-paced, high-growth environments.
- Excellent communicator who can translate technical requirements to business stakeholders and vice versa.
- Detail-oriented with strong organisational skills and a bias for action.
- Naturally curious and always learning — embraces change and seeks continuous improvement.
- Collaborative team player who takes ownership and drives outcomes.
- Willing to take high risk

**About the Team**

The **Growth team**offers a vibrant and fast-paced work environment with opportunities to learn from seasoned professionals and contribute to company growth. Team members engage in challenging and rewarding projects. It's an ideal space to develop expertise in the online travel industry.