SUMMARY:
Neo Brokers - CRM Manager
Job Summary:
We are looking for a Customer Relationship Manager (CRM) to lead and optimize customer engagement, conversion, and retention strategies across multiple touchpoints. The CRM will design, execute, and improve Sign-up Journeys/Onboarding Journey, KYC Journeys, Account Use Journeys, Customer Experience Journeys, and Promotions through multi-channel communication, including email, SMS, WhatsApp, push notifications, and pop-ups. This role requires a strategic thinker with strong analytical skills and experience in automation, segmentation, and personalized engagement.
POSITION INFO:
Key Responsibilities:
1. Customer Journey Management & Optimization:
- Design, develop, and enhance automated sign-up, KYC, account use, and experience journeys to improve conversions and customer engagement.
- Create personalized onboarding and retention campaigns that enhance user experience.
- Optimize customer lifecycle touchpoints using data-driven insights to improve activation, engagement, re-engagement and retention.
- Collaborate with product, compliance, and marketing teams to ensure smooth customer flows.
2. Multi-Channel Communication & Campaign Execution:
- Develop and execute targeted multi-channel campaigns across email, SMS, WhatsApp, push notifications, and pop-ups.
- Implement trigger-based automation for personalized messaging based on user behavior.
- Continuously A/B test content, timing, and channel effectiveness for optimized performance.
- Ensure all communications are aligned with brand guidelines and compliance regulations.
3. Customer Engagement & Retention Strategies:
- Implement personalized engagement strategies based on customer segmentation and behavior analytics.
- Develop and oversee loyalty programs, promotions, acquisition and retention campaigns.
- Monitor and optimize re-engagement strategies for inactive users.
- Improve the customer experience through journey mapping, surveys, and feedback loops.
4. Data Analysis, Reporting & Optimization:
- Track and analyze CRM campaign performance, customer journey drop-offs, and conversion metrics.
- Utilize customer segmentation and behavioral analytics to refine engagement strategies.
- Generate reports on key CRM KPIs, including open rates, CTRs, conversion rates, and retention metrics.
- Recommend data-driven optimizations to increase customer LTV and reduce churn.
5. CRM Technology & Automation Management:
- Manage CRM tools and platforms to automate and personalize user journeys.
- Collaborate with IT and development teams to integrate CRM with other systems (e.g., Solitics, HubSpot, Salesforce, Braze, Clevertap, MoEngage, etc.).
- Ensure smooth data syncing between CRM, analytics, and marketing automation platforms.
Key Requirements & Skills:
Experience & Qualifications:
- Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
- 3-5 years of experience in CRM, marketing automation, lifecycle marketing, or customer engagement.
- Experience in the Fintech, Forex, Online Betting, iGaming, or eCommerce industries is an advantage.
- Strong understanding of multi-channel CRM strategies and customer journey mapping.
- Proven track record in executing successful retention and engagement campaigns.
Technical & Analytical Skills:
- Proficiency in CRM platforms (e.g., Solitics, Salesforce, HubSpot, Braze, MoEngage, Clevertap).
- Strong knowledge of email marketing, SMS, WhatsApp campaigns, and push notifications.
- Experience with A/B testing, segmentation, and behavioral analytics.
- Familiarity with Google Analytics, SQL, Power BI, or similar analytics tools is a plus.
- Understanding of compliance regulations (e.g., FSCA, GDPR, POPIA, and industry-specific guidelines).
Soft Skills:
- Strong problem-solving skills and a data-driven mindset.
- Excellent communication, copywriting, and storytelling abilities.
- Ability to work collaboratively with marketing, product, and tech teams.
- Detail-oriented, proactive, and results-driven.
KPIs & Performance Metrics:
Why Join Us?
- Opportunity to own and lead CRM strategy for award winning brands.
- Work with a dynamic and innovative team in Fintech, Forex, or iGaming.
Career growth and learning opportunities in a data-driven environment.
A supportive but fast paced environment, built on trust, respect and growth as individuals and as a team.
Full-time in office position, based in Century City, Cape Town
