CRM Manager - Retail, Marketplace and Advertising

Remuneration:	market-related
Location:	Cape Town
Job level:	Mid/Senior
Type:	Permanent
Company:	Ad Talent Africa

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 and 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.

Personalisation efforts:

• Create personalised 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 and 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 Utilisation:

• 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.

What do you need: 

• A Bachelor's or Honors degree in a relevant field such as Marketing or Business
• Five-plus 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

Skills required:

• Data
• Digital marketing
• Retail
• Customer retention
• Customer relations
• Management

Posted on 19 Jul 12:09, Closing date 18 Aug