Who are we: A leading South African online retailerWho are we 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 the CRM Strategy for Retail, Marketplace & Advertising.What will you do: CRM Strategy Development:Develop and execute CRM strategies supporting Retail, Marketplace, and Advertising.Campaign Design and Execution:Design and execute CRM journeys and campaigns for customer acquisition, retention, lifetime value, churn prevention, cross-sell, and up-sell opportunities.Identify relevant channels and key messaging.Personalization Efforts:Create personalized CRM campaigns.Map existing customer journeys and plan new lifecycle/triggered campaigns.Team Leadership:Lead and manage the CRM Executive, providing guidance, support, and mentorship.Cross-functional Collaboration:Work with teams in Advertising, Retail, Marketplace, Brand, Product, and Customer Service to align campaign objectives, customer segments, channels, and messaging.Customer Feedback:Design and distribute surveys to gather customer preferences, satisfaction, and experiences.Targeted Segmentation:Collaborate with the CRM & Senior Insights Analyst to develop targeted customer segments based on data and insights.Content and Design Coordination:Ensure CRM campaign content and design are relevant and on-brand in collaboration with Design and Brand teams.CRM Tools Utilization:Use CRM tools and platforms to create and implement automated campaigns and customer segments.Communication Accuracy:Ensure timely and accurate communication.Campaign Calendar Management:Manage and update the CRM campaign calendar.Performance Monitoring:Monitor and report on key CRM metrics, providing insights and recommendations for optimization.Strategy Development and Testing:Develop and test strategies to improve communication methods with customers.Research and Innovation:Research new communication methods for CRM campaigns.Brand Consistency:Ensure consistent and positive brand image across all CRM touchpoints.Industry Trends:Stay updated on CRM and digital marketing trends and best practices.Compliance:Ensure marketing data and systems comply with POPIA regulations.What do you need: A Bachelor's or Honors degree in a relevant field such as Marketing or Business5+ years experience in CRM or a similar roleExperience in e-commerce or digital marketingExperience working with Braze or other CRM Marketing platformsBraze certification is advantageousExperience in campaign reporting and analysisExperience using liquid or other template languages (advantageous)Experience building triggered/lifecycle campaignsExperience creating personalised marketing campaignsExperience working with data to inform strategies and plansExperience working with Excel, Google Sheets, SQL, GBQ and LookerExperience in marketing and communication
