CRM Specialist

**Summary**: Creates, implements and manages innovative & effective CRM & loyalty programmes & campaigns for Faithful to Nature, UCook, Pet Heaven & Urban Paws, to improve customer experience, increase customer retention, purchase frequency, brand engagement and lifetime value

**Availability**: This is a full-time, salaried position working Monday - Friday

**Reports into**: Group CMO

**Line Management**: N/A

**About the role**:
The _Group_ _CRM & Loyalty Lead_ drives the creation, implementation, and management of innovative and effective CRM & loyalty programmes & campaigns for Faithful to Nature, UCook, Pet Heaven & Urban Paws, to improve customer experience and increase customer retention, purchase frequency, brand engagement and lifetime value.

The _Group CRM & Loyalty Lead _works closely with the brand teams and broader business to understand the business’ requirements, partners and customer segments, and accordingly crafts CRM & loyalty programmes & campaigns that add value to the various customer segments, the business and our partners.

The role has visibility to marketing and company leadership, so strong presentation skills and the ability to lead informed debate on all aspects are critical, along with strong influencing skills and a demonstrated ability to collaborate across functional lines.

**Core duties and responsibilities**:

- Plans, strategises and manages all CRM campaigns across all 4 brands, to achieve business objectives:

- In collaboration with the brand teams, identifies relevant & actionable customer target segments
- Works collaboratively with the brand teams to conceptualise CRM campaigns and develops effective communication per customer segment, that increases consumer engagement, builds our brand and drives business objectives (upselling, cross-selling, increasing frequency & basket size)
- Conceptualises and implements automated and high-touch personalization efforts, including lifecycle and reward notification campaigns, as well as member digital experience, and in-store collateral/touchpoints (in collaboration with brand teams)
- Expands the reach/value of campaigns to drive ongoing customer acquisition, encourage active program participation, and encourage lapsed members to re-engage
- Works closely with the functional marketing and brand teams to implement opportunities for our brands with partner brands, e.g. Investec, Vodacom, etc.
- Works with the Tech team to manage the day-to-day running and maintenance of all databases and CRM tools
- Leads the development and management of loyalty programmes, along with their integration into CRM campaigns:

- Works with the UCook, Pet Heaven & Urban Paws teams to investigate viability of loyalty programmes
- Continually innovates and evolves the 4 brands’ loyalty & CRM programmes, to deliver a best-in-class customer experience:

- Develops and maintains reporting and analysis to deliver actionable insights to measure programme & campaign performance, and inform future business plans and programme initiatives, in collaboration with BI & brand teams
- Identifies improvements in current tech stack and external new CRM automation tools that can improve the CRM Ux journey for customers, and works with the Product team to implement these
- Education and experience required:

- 6 - 8 years’ relevant marketing experience, preferably with 4 - 6 years’ digital CRM & loyalty experience
- Degree or diploma in Marketing or Advertising
- Functional skills:

- Customer obsessed - loves thinking up fresh touches to surprise and delight
- Strong technical, creative and analytical approach to solving problems
- Tech savvy
- Interacts professionally and effectively through verbal and written communication
- Highly organized
- Attention to detail
- Soft skills:

- Analytical
- Builds strong relationships
- Accountability
- Shows initiative
- Ability to adapt quickly to rapidly changing business conditions

ABOUT US

Silvertree Brands builds disruptive purpose-driven consumer and digital brands. Our power brands include UCOOK, Faithful to Nature, PetHeaven and SKOON. We focus on building amazing customer experiences that are “Good for you, good for the planet.” We trust our employees with full accountability and autonomy from day one. This unique entrepreneurial and performance-driven culture enables us to achieve executional excellence.