CRM Manager:b2c: Renowned Online Retailer

We have a superb opportunity for a talented and experienced Senior CRM Manager to join the team at a renowned South African online retailer in Cape Town. In this exciting role, you will be responsible for the design and execution of the company’s B2C CRM Strategy. This fabulous, young, dynamic, hyper growth company is on the lookout for a smart, creative, hardworking individual with integrity to fill this terrific position.

**Responsibilities**:

- Developing and executing a CRM Strategy that supports the overarching Marketing Strategy
- Crafting CRM campaigns aimed at driving new and returning buyers, increasing cross-sell and up-sell opportunities as well as preventing dormancy. This includes identifying relevant channels and key messaging
- Crafting CRM campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns
- Analysing data to derive insights into the customer base and formulate communication plans to drive desired behaviour. This includes working closely with the CRM, Performance, Merchant, Brand and Retail Marketing teams
- Deriving plans and strategies to encourage purchasing behaviour to maximise lifetime value of customers
- Segmentation and management of the customer database to ensure correct targeting and communication
- Working with the Design and Brand teams to create content that is relevant and on brand
- Ensuring that all communication is correct and sent on time
- Reporting on the performance of communication with the intention of optimising communication and customer behaviour
- Developing and testing strategies and using the derived insights to develop more effective ways of communicating with customers
- Working closely with the BI and engineering teams to ensure optimal CRM Platform setup and ongoing improvements
- Research new ways of communicating to customers
- Ensure that all CRM touchpoints contribute to a consistent and positive brand image and experience
- Support other customer facing departments with guidelines on customer engagement
- Ensure that all marketing data and systems are POPIA compliant
- Working Closely with the sister brand CRM teams to conceive, plan and execute on Cross-Group Campaigns and initiatives.

**Requirements**:

- B.Com or B.Bus.Sci in Marketing, Economics, IT or a related field
- An Honours or Master’s Degree in relevant Tertiary Education is advantageous
- 5 - 7 years’ experience in CRM
- Experience within e-commerce and/or in Digital Marketing
- An appreciation and passion for memorable customer engagement
- A solid understanding of CRM across various touchpoints
- Experience working with data to inform strategies and plans
- Experience working with SQL and GBQ
- Outstanding numeric and analytical skills
- Experience using Braze or similar CRM marketing platforms
- Experience in marketing and communication
- Solutions-oriented, can-do attitude and high energy
- Highly organised and efficient, whilst 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

City: Cape Town

Country: South Africa

Level of Expertise: Senior

Remuneration: Negotiable

Reference Number: #Kim1023

**Viv Gordon**:
MD & Consultant