CRM Specialist Silvertreebrands builds disruptive purpose-driven consumer and digital brands. Our power brands include UCOOK, Faithful to Nature, Pet Heaven. We focus on building amazing customer experiences that are "Good for you, good for the planet." We trust our employees with full accountability and autonomy from day one. This unique entrepreneurial and performance-driven culture enables us to achieve executional excellence. Reports into Group CMO (Chief Marketing Officer) Line Management Digital Production Specialist Role Description Creates, implements and manages innovative and effective CRM programmes and campaigns for Faithful-to-Nature, UCOOK and Pet Heaven to improve customer experience, increase customer retention, purchase frequency, brand engagement and lifetime value The CRM Specialist drives the creation, implementation, and management of innovative and effective CRM programmes and campaigns for Faithful-to-Nature, UCOOK and Pet Heaven, to improve customer experience and increase customer retention, purchase frequency, brand engagement and lifetime value. The CRM Specialist works closely with the brand teams and broader business to understand the business requirements, partners and customer segments, and accordingly crafts CRM programmes and campaigns that add value to the various customer segments, the business and our partners. They are also responsible for the implementation of all CRM communications (campaign and always-on) across the three brands, using CRM automation and tools. Duties and Responsibilities Works closely with the brand teams to plan CRM campaigns across all three brands, to achieve business objectives In collaboration with the brand teams, identifies relevant and actionable customer target segments Works collaboratively with the brand teams to conceptualise CRM campaigns and always-on elements (including relevant customer journeys), and develops effective user journeys per customer segment, that increases consumer engagement, encourages lapsed members to re-engage, builds our brand and drives business objectives (upselling, cross-selling, increasing frequency and basket size) Implements all CRM campaigns across all three brands: Sets up automations for all automated customer journeys (e.g. welcome series, birthday emails, etc.), and CRM campaigns (upselling, cross-selling, increasing frequency and basket size) Reviews and optimises all always-on email and SMS creative to maximise engagement, schedules and manages email and SMS sends, and reports on always on email and SMS effectiveness Works closely with the functional marketing and brand teams to implement the CRM aspects of opportunities with partner brands, e.g. Investec, Vodacom, etc. Works with the Tech team to manage the day-to-day running and maintenance of all personalisation initiatives, databases and CRM tools Works with the 3 brand teams to leverage current and develop new loyalty and retention programmes, e.g. redemption prompts, welcome emails, birthday rewards emails, etc. Continually innovates and evolves the 3 brands' CRM programmes, to deliver a best-in-class customer experience: Recommends and implements high-touch personalisation efforts, in collaboration with brand and Product teams Develops and maintains reporting and analysis (supported by the Silvertree tech and BI teams) to deliver actionable insights to measure programme and campaign performance, and inform future business plans and programme initiatives Identifies improvements in current tech stack and external new CRM automation tools that can improve the CRM Ux journey for customers, and works with the tech team to implement these Manages the Digital Production Specialist to deliver on all CRM and web asset requirements Key KPIs (Key Performance indicators) Revenue and ROAS from CRM channels (email, push notifications, SMS, WhatsApp), including channel-specific metrics like open rates, click-through rates, etc. Customer retention and re-activation targets for email and CRM channels against business plan Seamless and timeous execution of all CRM campaigns and automations Skills & Experience 2 – 4 years' relevant experience, with 2+ years' digital CRM experience; experience with loyalty programmes is advantageous Degree or diploma in Marketing or Advertising Functional skills Tech savvy, with in-depth technical experience of Active Campaign, Klaviyo, Hubspot or similar CRM tools Strong technical understanding of CRM automations, tracking and reporting Customer obsessed – loves thinking up fresh touches to surprise and delight Strong technical, creative and analytical approach to solving problems Interacts professionally and effectively through verbal and written communication Highly organised Attention to detail Soft skills Analytical Builds strong relationships Accountability Shows initiative Ability to adapt quickly to rapidly changing business conditions
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