CRM Manager

2 weeks ago

Cape Town, South Africa takealot.com Full time

takealot.com, a leading South African online retailer, is looking for a highly talented CRM Manager to join our team in Cape Town. In this role, you will be responsible for the design and execution of Takealot’s customer lifecycle strategy & Takealot’s subscription service .

We are a young, dynamic, hyper-growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market-related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

Your responsibilities will include:

Developing and executing CRM strategies specifically focused on lifecycle campaigns for Takealot, as well as Takealot’s subscription service. Designing and executing lifecycle journeys and campaigns aimed at increasing customer acquisition, retention and lifetime value as well as preventing churn and increasing cross-sell and up-sell opportunities. This includes identifying relevant channels and key messaging. Crafting lifecycle journeys and campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns. Owning the CRM initiatives for Takealot’s subscription service, this includes managing subscriber acquisition, retention, and churn reduction strategies. Leading and managing a direct report, the CRM Executive (Lifecycle & Subscription Service) , providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals. Collaborating with cross-functional teams, including Brand, Product, Retail, Marketplace and Customer Service in order to align lifecycle campaigns and subscription service initiatives with overall business objectives. Designing and sending out surveys to customers at various touchpoints to capture relevant information about customer preferences, satisfaction levels, and experiences. Collaborating with the CRM & Senior Insights Analyst to develop targeted customer segments for CRM lifecycle and subscription service campaigns based on customer data and insights. Working with the Design and Brand teams to ensure content and design for the relevant CRM lifecycle and subscription service campaigns are relevant and on brand. Utilizing Takealot’s CRM tools and platforms to craft and implement automated CRM lifecycle and subscription service campaigns and customer segments. Ensuring that all communication is correct and sent on time. Managing and updating the CRM lifecycle and subscription service campaign calendar.  Monitoring and reporting on key CRM metrics related to CRM campaigns, providing insights and recommendations for optimisation. Developing and testing strategies and using the derived insights to develop more effective communication methods with customers. Researching new ways of communicating with customers for CRM lifecycle campaigns and Takealot’s subscription service.  Ensuring that all CRM touchpoints contribute to a consistent and positive brand image and experience. Staying up-to-date with industry trends and best practices in CRM and digital marketing. Ensuring that all marketing data and systems are POPIA compliant.

Attributes required:

An appreciation and passion for memorable customer engagement A solid understanding of CRM across various touchpoints Outstanding numeric and analytical skills A solutions-oriented, can-do attitude and high energy Highly organized 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

Qualifications and Experience:

A Bachelor's or Advanced Diploma in a relevant field such as Marketing or Business 5+ years experience in CRM or Retentions or similar role Experience in Subscription services or Loyalty programme Experience in e-commerce or digital marketing Experience working with Braze or other CRM Marketing platforms Braze certification is advantageous Experience in campaign reporting and analysis  Experience using liquid or other template languages (advantageous) Experience building triggered/lifecycle campaigns  Experience creating personalised marketing campaigns  Experience working with data to inform strategies and plans Experience working with Excel, Google Sheets, SQL, GBQ and Looker Experience in marketing and communication

The Environment :

takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve We are short on ego and high on output We are doers and not only thinkers, it's all in the execution after all We love what we do and what we are creating

We seek to Employ an Extra Ordinary Mind who:

is respectful but forthright is an expert at doing, who can not only design but also execute is analytical, able to use data to make decisions is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours is passionate about the potential of e-commerce and delivering a world-class customer experience is entrepreneurial , thrives under change and accepts it is a constant and always looks for solutions to do something better and faster is business SMART. Able to think about problems from a business perspective using technical and product input; is curious and challenge the status quo is innovative and enjoys iteration is collaborative will be at the cutting edge of developing new concepts for takealot.com thinks like an owner of the business is SMART, has INTEGRITY and is HARD WORKING

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