CRM Manager (Retail, Marketplace & Advertising)

SUMMARY:
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POSITION INFO:

Who are we: A leading South African online retailer

Who are we looking for: A highly talented CRM Manager to join our team in Cape Town. In this role, you will be responsible for the design and execution of the CRM Strategy for Retail, Marketplace & Advertising.

What will you do:

1. CRM Strategy Development:
   • Develop and execute CRM strategies supporting Retail, Marketplace, and Advertising.
2. Campaign Design and Execution:
   • Design and execute CRM journeys and campaigns for customer acquisition, retention, lifetime value, churn prevention, cross-sell, and up-sell opportunities.
   • Identify relevant channels and key messaging.
3. Personalization Efforts:
   • Create personalized CRM campaigns.
   • Map existing customer journeys and plan new lifecycle/triggered campaigns.
4. Team Leadership:
   • Lead and manage the CRM Executive, providing guidance, support, and mentorship.
5. Cross-functional Collaboration:
   • Work with teams in Advertising, Retail, Marketplace, Brand, Product, and Customer Service to align campaign objectives, customer segments, channels, and messaging.
6. Customer Feedback:
   • Design and distribute surveys to gather customer preferences, satisfaction, and experiences.
7. Targeted Segmentation:
   • Collaborate with the CRM & Senior Insights Analyst to develop targeted customer segments based on data and insights.
8. Content and Design Coordination:
   • Ensure CRM campaign content and design are relevant and on-brand in collaboration with Design and Brand teams.
9. CRM Tools Utilization:
   • Use CRM tools and platforms to create and implement automated campaigns and customer segments.
10. Communication Accuracy:
    • Ensure timely and accurate communication.
11. Campaign Calendar Management:
    • Manage and update the CRM campaign calendar.
12. Performance Monitoring:
    • Monitor and report on key CRM metrics, providing insights and recommendations for optimization.
13. Strategy Development and Testing:
    • Develop and test strategies to improve communication methods with customers.
14. Research and Innovation:
    • Research new communication methods for CRM campaigns.
15. Brand Consistency:
    • Ensure consistent and positive brand image across all CRM touchpoints.
16. Industry Trends:
    • Stay updated on CRM and digital marketing trends and best practices.
17. Compliance:
    • Ensure marketing data and systems comply with POPIA regulations.

What do you need: 

• A Bachelor's or Honors degree in a relevant field such as Marketing or Business
• 5+ years experience in CRM or a similar role
• Experience in e-commerce or digital marketing
• Experience working with Braze or other CRM Marketing platforms
• Braze certification is advantageous
• Experience in campaign reporting and analysis
• Experience using liquid or other template languages (advantageous)
• Experience building triggered/lifecycle campaigns
• Experience creating personalised marketing campaigns
• Experience working with data to inform strategies and plans
• Experience working with Excel, Google Sheets, SQL, GBQ and Looker
• Experience in marketing and communication