Senior CRM Manager

Location: Cape Town

Our client, a fast growing on demand delivery business that forms part of one of South Africa's leading e-commerce groups, is looking for a highly talented Senior CRM Manager to join their team in Cape Town.

This is an opportunity to work at genuine scale, engaging millions of customers, alongside some of the strongest talent in the industry. The wider group has a strong culture of promoting from within, offering real room for career growth across its portfolio of businesses.

The role reports to the Head of Growth.

Purpose of the Role

The Senior CRM Manager is responsible for developing and executing end to end CRM strategies that drive personalised customer communications and incentive programmes across consumer and business segments. The role also project manages lifecycle projects and campaigns, working closely with the Brand, Data and Design teams.

Key Responsibilities

• Develop and execute end to end CRM strategies to drive personalised customer communications and incentive programmes across consumer and business segments.
• Project manage lifecycle projects and campaigns, working closely with the Brand, Data and Design teams.
• Lead the marketing automation strategy in line with transactional, promotional and brand strategies.
• Act as the champion and expert in the use of the Braze CRM platform and its features.
• Manage the end to end creation and execution of email, push notification and WhatsApp marketing campaigns that deliver against business goals for assigned workflows.
• Establish, report on and improve KPIs for all campaigns and communications.
• Own the creation of operational dashboards for all CRM campaigns and communications, tracking first time customer and order KPIs.
• Act as a key partner to the business as the expert in customer insights and CRM best practice.
• Collaborate with data science, brand and performance marketing teams to understand consumer segmentation and behaviour, and identify insights to leverage in lifecycle marketing.
• Work closely with other businesses within the group to drive joint campaigns and increase user engagement across the portfolio.
• Partner with product, data science and brand teams to design and launch complex automated campaigns using Braze and other MarTech tools.
• Create and document a formal optimisation programme (A/B, multivariate and similar testing) to test and iterate on CRM initiatives and drive highly converting communications.
• Partner with product, operations, brand and sales teams to ensure all CRM initiatives are aligned to the core brand proposition.

Skills and Attributes

• An appreciation of, and passion for, memorable customer engagement.
• A solid understanding of CRM across various touchpoints.
• A keen interest in data and its ability to inform strategies and plans.
• Outstanding numerical and analytical skills.
• Experience in marketing and communication.
• An enthusiasm for, and understanding of, e-commerce.
• Exceptional English writing skills with meticulous attention to detail.
• Tech savvy with an inquisitive mind.
• A solutions oriented, can do attitude and high energy.
• Highly organised and efficient, while remaining flexible and versatile.
• An appetite for working in a fast paced, startup style environment.
• Confident, with very strong interpersonal and communication skills and a proven ability to build productive relationships quickly.

Qualifications and Experience

• A degree or diploma in Marketing, Business, Advertising or Communication.
• 5+ years' work experience, of which at least 2 years in a CRM management role.
• Experience within e-commerce and/or a digital business.
• Solid experience using enterprise CRM solutions such as Braze (preferred), Salesforce Marketing Cloud, SAP Marketing Cloud, Adobe Marketing Cloud or similar.
• Strong analytical skills with the ability to draw meaningful insights from data across various platforms.
• A sound understanding of lifecycle and 1:1 (personalised) marketing.
• A proven track record of achieving and growing sales through CRM channels.

What's on Offer

• A market related total remuneration package, structured flexibly to suit your needs.
• An open, collaborative work environment with no siloes.
• Free access to online learning platforms and the opportunity to learn from global industry leaders.
• Regular social events and team activities.
• A day's leave on your birthday.
• A free, confidential employee wellness programme offering counselling, legal support and financial guidance.
• Free parking.

Our client is an equal opportunity employer. Preference will be given to applicants from previously disadvantaged groups and persons with disabilities, in line with their employment equity plan.

If you do not hear back from us within one month, please consider your application unsuccessful. Due to the high volume of applications we receive, we are unable to respond to each applicant individually.