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:

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