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CRM Manager

1 month ago

Cape Town, South Africa Zando Full time

Zando was founded in 2012 and since then has grown exponentially to become South Africa’s biggest online fashion store. Zando forms part of the Jumia Group, the leading e-commerce platform in Africa. With over 1 billion people and 500 million internet users in Africa, Jumia believes that e-commerce is making people's lives easier by helping them shop and pay for millions of products at the best prices wherever they live. E-commerce is also creating new opportunities for SMEs to grow, and job opportunities for a new generation to thrive. With over 5,000 employees in more than 10 countries in Africa, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact in Africa and offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. 

Are you someone who has a customer-centric mindset, and ensures execution of CRM strategies with a keen eye for detail? Do you thrive in a fast-paced environment where your critical thinking and expertise are valued? If this sounds like you, we invite you to join us as a CRM Manager

What you will be doing:
● Develop and execute CRM strategies to build and maintain strong customer relationships increase customer acquisition, retention, and drive loyalty within Zando’s capabilities.
● Implement and manage CRM systems and tools to capture, organize, and analyze customer data and insights to grow the subscription base and collaborate with stakeholders to
implement them.
● Segment customers based on demographics, behavior, and purchase history to personalize marketing campaigns and communications.
● Develop and execute targeted email marketing campaigns, newsletters, and automated workflows to engage customers and drive conversion.
● Oversee CRM automations (newsletters, app push notifications) and targeted campaigns.
● Timeous execution of all promotional & CRM communication.
● Manage communication content and frequency to avoid spamming customers.
● Collaborate with cross-functional teams, including marketing, sales, and product development, to align CRM initiatives with business objectives and priorities.
● Plan, brief, & develop various campaigns to maintain active users, databases, and ultimately drive sales.
● Monitor and analyze CRM performance metrics, track key performance indicators (KPIs), and provide regular reports and insights to senior management and stakeholders.
● Conduct A/B testing and optimization experiments to improve the effectiveness of CRM campaigns and communications.
● Develop and implement customer loyalty programs and retention strategies to increase customer lifetime value (CLV) and reduce churn.

● Stay informed about advancements in CRM technologies, trends, and best practices, and make recommendations for innovation and improvement.
● Manage, maintain and segment Zando consumer databases in line with POPIA regulations.
● Mentor and assist the CRM team to ensure their growth and development.

What we are looking for:
● Bachelors degree in Marketing, Business Administration, or related field
● Excellent understanding of CRM principles and a holistic approach.
● Experience with tracking implementation and knowledge of analytics tools (e.g., Power BI, Google Analytics).
● years of experience in CRM management, email marketing, or related roles, with a strong track record of driving customer engagement and retention.
● Proficiency in CRM systems and tools and software such as MoEngage, Salesforce, Mailchimp/Mandrill, ActiveCampaign)
● Strong analytical skills and problem-solving skills with the ability to interpret customer data, identify trends, and derive actionable insights.
● Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
● Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
● Experience with marketing automation platforms, email marketing tools, and A/B testing methodologies.
● Creative thinker with a customer-centric mindset and attention to detail.
● Ability to work independently and as part of a team

We Offer:
● A unique experience in an entrepreneurial, yet structured environment
● A unique opportunity of having strong impact in building the African e-commerce sector
● The opportunity to become part of a highly professional and dynamic team
● An unparalleled personal and professional growth as our longer-term objective is to train the
next generation of leaders

*This appointment will be made in accordance with the Company’s Employment Equity Plan and preference will be given to people from Designated Groups and people with a disability, provided such job applicants meet the inherent criteria of the vacancy.
* Please note only shortlisted candidates will be contacted.

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