CRM Manager

Recruiter:

Neo Brokers (Pty) Ltd

Job Ref:

CPT000015/NG

Date posted:

Thursday, January 30, 2025

Location:

Capetown, South Africa

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:

Conversion Rate Optimization (CRO): Improved sign-up and KYC completion rates.
Engagement Rates: Increased open rates, CTRs, and response rates for campaigns.
Retention & Reactivation: Reduced churn and increased customer LTV.
Journey Effectiveness: Decreased drop-off rates at key touchpoints.
ROI on CRM Campaigns: Growth in revenue from retention and upsell campaigns.

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

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