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 CRM Strategy for Retail, Marketplace & Advertising.
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 that support Retail, Marketplace and Advertising on Takealot.
Designing and executing CRM 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 that support Retail, Marketplace and Advertising. 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.
Leading and managing a direct report, the CRM Executive (Retail, Marketplace & Advertising), providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals.
Collaborating with cross-functional teams including Advertising, Retail, Marketplace, Brand, Product & Customer Service to understand and identify campaign objectives, key customer segments, relevant channels and messaging requirements for CRM Journey campaigns.
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 Journey campaigns based on customer data and insights.
Working with the Design and Brand teams to ensure content and design for the relevant CRM Journey campaigns are relevant and on brand.
Utilizing Takealot's CRM tools and platforms to craft and implement automated CRM Journey campaigns and customer segments.
Ensuring that all communication is correct and sent on time.
Managing and updating the CRM Journey campaign calendar.
Monitoring and reporting on key CRM metrics related to CRM Journey 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 Journey campaigns.
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 Honors degree in a relevant field such as Marketing or Business
5+ years experience in CRM or a similar role
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, its 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
If you meet the above you are an Extraordinary Mind so come and join us!
Takealot is an Equal Opportunity Employer. Applicants from the previously disadvantaged groups and people with disabilities will be given preference
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