CRM & Marketing Automation Specialist

4 days ago

Cape Town CBD, South Africa Ignition Group Full time R250 000 - R500 000 per year


Description

Primary purpose

The role involves leveraging a deep understanding of customer relationship management concepts, innovative communication technologies, and proven strategies to drive engagement, customer journeys, and ultimately contribute to the growth of the company.

Key roles and responsibilities:

Customer Communication Management:

  • Manage the process for customer communication across key engagement channels (email, WhatsApp, SMS, in-app, and push notifications).
  • Plan, execute, and evaluate 1:1 customer communications, optimizing key touchpoints for maximum engagement.

Innovative Communication Techniques:

  • Implement A/B testing and other innovative communication techniques to stay ahead of the competition.

Core Communication Processes:

  • Manage Core Communication processes, including mandatory, transactional, and account-related communications to enhance customer experience.

Automation and AI Integration:

  • Leverage automation and artificial intelligence to deliver innovative solutions, increasing digital customer share and reducing costs.

Customer Segmentation and Optimization:

  • Define and analyze customer segments, creating custom optimization plans to deliver the right message to the right customer at the right time.

Collaboration and Strategy Development:

  • Collaborate with the broader marketing team to develop retention metrics, predictive modeling, and personalized recommendations.
  • Contribute to the CRM strategy, aligning initiatives with business priorities and implementing a CRM governance framework.


Requirements

Education, experience, attributes :

Knowledge, Skills and attributes

  • Test and learn, data-driven approach to customer relationship marketing, based on lifecycle, customer value, and product engagement.
  • "Nothing is impossible" attitude.
  • Ability to manage complex projects and multitask.
  • Passion for customer engagement and a flair for innovation.
  • Flexibility to perform ad-hoc tasks as per business needs.

Education and Training:

  • Relevant tertiary qualification in Marketing.
  • Deep understanding of customer relationship management concepts, including segmentation, A/B testing, analytics, and retention strategies.

Experience:

  • 2-3 years demonstrated experience in CRM automation with a robust track record of driving engagement through automation strategies.
  • Experience in FinTech is advantageous.
  • Proficiency in implementing innovative communication technologies such as chatbots or machine learning.
  • Experience working across the CRM spectrum, from strategizing and designing campaigns to creating, launching, and monitoring them.
  • Demonstrated ability to develop, execute, and evaluate onboarding and retention communications aligned with broader business goals.
  • Proven track record in implementing personalized communication strategies and optimizing customer journeys for upselling and retention.
  • Excellent interpersonal skills to foster collaboration with marketing, tech, and analytics teams.


Work Level

Skilled

Job Type

Permanent

Salary

Market Related

EE Position

No

Location

Cape Town CBD

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