CRM MANAGER: LIFECYCLE & SUBSCRIPTION SERVICE: E-COMMERCE RETAILER
Direct/CRM – Marketing, Digital Direct / CRM Marketing – Digital, eCommerce – Digital
Cape Town – Western Cape
Previously disadvantaged candidates will be given preference.
A leading South African e-Commerce retailer is looking for a skilled Mid-Senior CRM Manager: Lifecycle & Subscription Service to join their Marketing team in Cape Town. In this role, you will be responsible for the design and execution of customer lifecycle strategy & subscription service.
This young, dynamic, hyper-growth company is looking for a smart, creative, hard-working candidate with integrity. Someone entrepreneurial, who thrives under change and always looks for solutions to do something better and faster.
If you are passionate about the potential of e-Commerce and delivering a world-class customer experience, we want you! Apply today.
Responsibilities
- Developing and executing CRM strategies specifically focused on lifecycle campaigns for the company, as well as their subscription service.
- Designing and executing lifecycle journeys and campaigns aimed at increasing customer acquisition, retention and lifetime value as well as preventing churn and increasing cross-sell and up-sell opportunities. This includes identifying relevant channels and key messaging.
- Crafting lifecycle journeys and campaigns aimed at increasing personalisation. This includes mapping out existing customer journeys as well as planning and setting up new lifecycle/triggered campaigns.
- Owning the CRM initiatives for the subscription service, this includes managing subscriber acquisition, retention, and churn reduction strategies.
- Leading and managing a direct report, the CRM Executive (Lifecycle & Subscription Service) , providing guidance, support, and mentorship in executing CRM journey campaigns and achieving team goals.
- Collaborating with cross-functional teams, including Brand, Product, Retail, Marketplace and Customer Service in order to align lifecycle campaigns and subscription service initiatives with overall business objectives.
- Designing and sending out surveys to customers at various touchpoints to capture relevant information about customer preferences, satisfaction levels, and experiences.
- Collaborating with the CRM & Senior Insights Analyst to develop targeted customer segments for CRM lifecycle and subscription service campaigns based on customer data and insights.
- Working with the Design and Brand teams to ensure content and design for the relevant CRM lifecycle and subscription service campaigns are relevant and on brand.
- Utilising CRM tools and platforms to craft and implement automated CRM lifecycle and subscription service campaigns and customer segments.
- Ensuring that all communication is correct and sent on time.
- Managing and updating the CRM lifecycle and subscription service campaign calendar.
- Monitoring and reporting on key CRM metrics related to CRM campaigns, providing insights and recommendations for optimisation.
- Developing and testing strategies and using the derived insights to develop more effective communication methods with customers.
- Researching new ways of communicating with customers for CRM lifecycle campaigns and subscription service.
- Ensuring that all CRM touchpoints contribute to a consistent and positive brand image and experience.
- Staying up to date with industry trends and best practices in CRM and digital marketing.
- Ensuring that all marketing data and systems are POPIA compliant.
Requirements
The successful candidate must have/be:
- A Bachelor’s or Advanced Diploma 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
- An appreciation and passion for memorable customer engagement
- A solid understanding of CRM across various touchpoints
- Outstanding numeric and analytical skills
- A solutions-oriented, can-do attitude and high energy
- Highly organised and efficient, whilst being flexible and versatile
- Passionate about improving processes to create efficiencies
- An enthusiasm for, and an understanding of e-commerce
- Exceptional English writing skills
- Tech-savvy with a passion for using technology to solve problems
- The appetite for being involved in a startup environment
- Meticulous attention to detail
- Confident, with very strong interpersonal and communication skills and a proven ability to build productive relationships quickly
- The ability to present ideas and data to senior management
City: Cape Town
Level of Expertise: Mid-Senior
Remuneration: Negotiable
Consultant: Kim
Reference Number: #Kim1075
