Head of Customer Growth

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 Head of Customer Growth to join their team in Cape Town.

This is a young, dynamic, hyper growth business looking for smart, creative and hard working people with integrity. It 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 Chief Marketing Officer.

About the Role

The Head of Customer Growth will play a vital role in driving customer acquisition, activation, engagement and retention for an on demand delivery platform that connects users to a wide range of merchants. Reporting directly to the CMO, you will lead a cross functional team spanning Paid Media, CRM and growth analytics to deliver innovative strategies that increase platform traffic, activate non habituated users and maximise customer lifetime value. A strong focus on data driven decision making and lifecycle optimisation will be essential to achieving measurable customer growth outcomes.

Purpose of the Role

To design and execute end to end growth strategies that target and convert non habituated customers into loyal, active users while reactivating lapsed customers. By leading the Paid Media and CRM teams, this role will ensure quality customer traffic and engagement, driving higher order volumes and overall platform growth. The Head of Customer Growth will focus on delivering seamless cross channel initiatives that align with the business's strategic objectives, while optimising investment to ensure sustainable growth.

Key Responsibilities

Growth Strategy and Planning

• Design and execute the growth roadmap, focusing on acquisition, reactivation and retention strategies.
• Develop a comprehensive plan to drive non habituated customers to transact and convert them into loyal, active users.
• Own the full customer activation lifecycle, from app installs to habituation, ensuring measurable outcomes.
• Establish KPIs to evaluate traffic, acquisition channels, habituation success and order growth.

Leadership and Team Management

• Oversee, mentor and develop high performing teams, including Paid Media (strategy and execution of campaigns to drive efficient and scalable customer acquisition) and CRM (managing communications such as email and notifications to drive reactivation, retention and habituation).
• Foster a culture of data driven experimentation and performance optimisation.

Customer Lifecycle Optimisation

• Collaborate with cross functional teams, including Brand, Product, Commercial and Business Optimisation, to optimise the customer funnel and improve conversion from acquisition to order completion.
• Build and execute highly targeted campaigns that focus on quality traffic and drive meaningful engagement.
• Leverage customer insights and segmentation to design campaigns tailored to touchpoints across the user journey.

Initiatives to Drive Growth

• Develop innovative acquisition channels to target new customers, while optimising existing channels to ensure ROI.
• Craft and roll out reactivation initiatives to engage dormant customers and bring them back to the platform.

Data and Analytics

• Use advanced analytics and marketing insights to refine acquisition and retention strategies.
• Build dashboards and reporting mechanisms to communicate the progress, learnings and outcomes of campaigns and initiatives to leadership.
• Identify patterns in customer behaviour and use this intelligence to shape strategy.

Qualifications and Experience

• A bachelor's degree in Business Management, Marketing, Communications or a related field.
• 7+ years' marketing or growth experience, including at least 3 years leading multi functional teams in fast paced, high growth digital environments.
• Proven experience in on demand, e-commerce or tech ecosystems (restaurant delivery, grocery, retail marketplaces or FMCG preferred).
• Exposure to subscription based models or loyalty programmes.
• Familiarity with app based revenue strategies, including gamification, personalisation or partnerships, will be advantageous.

Skills and Attributes

• Strong leadership skills, with the ability to inspire, manage, consolidate and elevate high functioning teams across Paid Media, CRM and in app merchandising.
• Expertise in building and scaling highly data driven, results oriented acquisition and retention strategies.
• Sound knowledge of growth tactics, including paid ads, digital acquisition funnels, CRM campaigns, push notifications, app based customer engagement and performance optimisation.
• Hands on familiarity with growth analytics tools such as Google Analytics, Data Studio, Tableau or similar.
• Exceptional stakeholder management and communication skills, with the ability to articulate a growth vision across all levels of the organisation.
• An entrepreneurial mindset, with innovative problem solving skills and a proactive approach to innovation.
• Thrives in a high pressure, target driven environment, with a track record of meeting ambitious KPIs.
• Team oriented, with excellent collaboration and relationship building abilities.
• Adaptable to changing priorities in an agile work environment.

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.

This client is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference

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.