Superbalist - CRM Manager

We're looking for people who:

- are decisive
- are continuously learning & improving
- think big
- are proactive
- obsess about the customer and the customer experience
- are accountable
- collaborate
- are trustworthy, approachable and open minded
- simplify processes and solve complexity
- diverse and inclusive

If that sounds exciting to you, then you may be right for Superbalist, and ready to help us build SA's biggest and best fashion retailer.

**JOB DESCRIPTION**

**RESPONSIBILITIES / WHAT YOU'LL DO**
- **Budget Management**:Work closely with the Head of CRM to develop and manage the annual CRM budgets ensuring that all CRM programs fall within the allocated budget, performance KPI's and timelines.
- **Always-on CRM Communication Plans**: Coordinate the relevant departments in the weekly preparation and implementation of the various CRM calendars. Oversee daily brief preparation so that the relevant stakeholders can populate their objectives, focuses and merchandising. Oversees the daily scheduling of all mail, sms and app communications. Take appropriate corrective measures if required in order to meet revenue targets.
- **Customer Acquisition/Retention Strategy**: Supports the Head of CRM in driving the 360º CRM acquisition, retention and re-engagement strategies - maximising customer lifetime value. Includes manual and automated campaigns that simultaneously drive revenue, protect profitability and reduce churn.
- **CRM Product Management**: A constant drive to automate and build a scalable architecture for CRM communications reducing communications duplication and one-size-fits-all messaging in favour of highly targeted, personalised and behavioural triggered messaging. Includes scoping and driving necessary support from other organizational departments including retail, engineering, performance marketing and BI.
- **Reporting / Analytics**: Analyse and report on performance and engagement data from various CRM sources. Includes regular department reports on channel and individual campaign performance, with recommendations for further optimisation. A key measure of success within this role will be driving session growth.
- **Leadership/Supervisory Role**:Responsible for instilling the departmental culture and mentoring junior CRM personnel, providing assistance in the execution of their duties and ensuring that their professional skills are continuously growing.

**QUALIFICATIONS & SKILLS**
- B.Com or B.Bus.Sci in Marketing, Economics, IT or a related field with 2 - 5 years experience in a CRM position.
- Marketing, Retail and eCommerce marketing experience essential.
- Tech savvy with an understanding of customer insights tools, analytics tools and/or enterprise-level CRM and marketing automation software e.g. Sailthru, Exact Target, Emarsys, Braze, Firebase.

**KEY ATTRIBUTES**
- Expert understanding of key CRM principles such as customer insights, profiling and journey mapping. Comfortable with complex consumer segmentation and 1:1 personalization with proven experience in delivering automated, cross channel lifecycle journeys.
- Analytical and data-driven with a demonstrated ability to operate both strategically and tactically in a high-energy, fast-paced environment.
- Excellent leadership and people skills driving, cohesion and cross functional collaboration with natural ability to multitask.
- Calm under pressure, CRM often works under strict deadlines scheduling and prioritizing tasks in order to have outputs ready on time for release.
- Confident presentation skills and the ability to gather insights and prepare high quality reports, processes and documentation.
- Confident business acumen + understanding.

**_Superbalist is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference._